Formal complaint

This isn't the experience I want anyone to have when contacting our support, Developing Artists. I'll make it up to you by ensuring you receive the urgent help you need.

I know you've already contacted our support team. However, since the Community is a public forum, and we need your account details to investigate further, it's best to speak to our support team again for assistance with your account. They have the necessary tools to review your case and provide real-time help.

Here's how you can reach them:

1. Go to the Help icon.
2. Click the Search tab, then Contact Us.
3. Choose Ask about something else, then provide a brief description of your concern.
4. Select how would you like to connect with us.

In addition, please note that customer support hours for Plus, Essentials, and Simple Start are Monday to Friday from 6 AM to 6 PM PT, and Saturday from 6 AM to 3 PM PT. The QBO Advanced offers support anytime, any day.

Furthermore, I'll leave this articles for future reference in reviewing how much you pay for your vendors and record a bill payment in QBO that was paid via EFT:

• How to run and save a monthly expense report by vendor
• Record a bill payment by EFT, ATM card, or debit card

We'll keep an eye out for your reply if you have follow-up questions. We're always here to help every step of the way.

Dear Louise,

I responded to your reply, but now I don't see it so I am writing again.  Your suggestion was to reach out to support, but that is the big issue I am now experiencing: When I call support, I get passed on to at least 3-4 departments (while also getting cut off and having to call again where the process starts all over) where I have to reiterate my issue every time.  Inevitably, whatever support I get passed to says I need to talk to collections.  In both those occasions, I was promised I would hear from someone within 2-3 days.  In both cases, I did not hear from anyone, so I end up calling again to go through the process to explaining the situation again. There is no progress.  And the last time I spoke to support they told me collections will not take the call.  How do you resolve an issue if there is no communication?  Beyond frustrated...

So I respond to the reply, but my reply needs to be approved?  How transparent is this forum if ones response is screened?  This was basically my reply to your response:

Dear Louise,

I responded to your reply, but now I don't see it so I am writing again.  Your suggestion was to reach out to support, but that is the big issue I am now experiencing: When I call support, I get passed on to at least 3-4 departments (while also getting cut off and having to call again where the process starts all over) where I have to reiterate my issue every time.  Inevitably, whatever support I get passed onto says I need to talk to collections.  In both those occasions, I was promised I would hear from someone within 2-3 days.  In both cases, I did not hear from anyone, so I end up calling again to go through the process to explaining the situation again. There is no progress.  And the last time I spoke to support they told me collections will not take the call.  How do you resolve an issue if there is no communication?  Beyond frustrated...

@Developing Artists 

Our bank issued a stop payment for the initial payment and the amount was reversed back into our account

It seems that the Billpay team was still processing your first payment and the backend team didn't double check to see if the payment actually failed. You can sign up for a free Melio account to sync with QBO to pay your bills. You can also get a cashback to pay the first bill.

https://quickbooks.intuit.com/learn-support/en-us/other-questions/contact-melio-qb-online-payments/0...

Dear Deity,
 
Thanks for your response.  If I am understanding you correctly, you have been able to investigate and determine that the QBO's "...backend team didn't double check to see if the payment actually failed."  You were able to determine that in a day or two while I was getting the runaround and with no communication for days/weeks.  Regardless, what is still left to resolve is confirmation that we do NOT owe QB any funds and yet collections is still saying we owe them money.  You determined that QB didn't double check to see that the payment failed.  So what money is QB claiming that we owe when it failed?  The first payment attempt from our end was reversed and second payment to our vendor went through.  If QB made a payment on our behalf, we wouldn't know where those funds were sent or if it's floating in the ether.  Please clarify...

If I am understanding you correctly, you have been able to investigate and determine that the QBO

Please keep in mind, I am just a community member like you. It could be that their Billpay team has sent a check to your vendor so you have an outstanding balance with Intuit.

Deity,

I hope you understand our frustration.  If what you say is true that a physical check (or ACH) was sent on our behalf and the name the check was issued to does not match the account number, the check should never have been deposited or should have been returned.  That is what happened with our bank.  Since QB sent the check we have no idea who they tried to send it to.  How can we advocate if we aren't provided information other than "you owe us money".  Which we don't.