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how to correct payroll
Level 1

Formal Complaint

I have contacted Qbs Seven (7) times trying to get my program to work correctly, I have literally expended OVER AN HOUR AND A HALF with an agent, that, at the end told me if I wanted his support I needed to pay for a subscription.

What kind of SCAM is this? The program doesn't work correctly but in order to fix your program, I have to pay for it?.

Furthermore, before he offers me to pay for my QBs File to be fixed, he suggested that the problem was caused by the Company that safeguards my files.  I want QuickBooks to actually CARE about its customers.

I want to know where I can send a formal complain.

64 Comments 64
KlentB
QuickBooks Team

Formal Complaint

Hi there,

 

I know that this hasn't been easy for you and your business.

 

I'll take note of your experience with our phone support so we can submit proper feedback. We'd like to have this opportunity to help you in a more timely and efficient manner in the future.

 

QuickBooks Desktop Pro and Premier customers are entitled to unlimited support sessions after purchasing the software. However, there are some issues that may require a support plan for live assistance (especially if it involves complex and technical procedures). I encourage reading our QuickBooks Desktop software support policies to know what issues don't have any associated fees or charges.

 

Additionally, we only offer support in upgrading your company file to a supported version for the discontinued versions of QuickBooks Desktop. This includes installing a non-supported version if your system meets the requirements. If there are any technical issues, we’re unable to support the discontinued version.

 

Can you also provide additional details on what issues you're having in QuickBooks Desktop? This way, the Community Team and other QuickBooks experts will be able to help you out.

 

If you need some reference in completing other tasks in the QuickBooks Desktop, you can check our articles here.

 

We're open 24/7 and always ready to assist. We look forward to helping you out in the Community space.

Fiat Lux - ASIA
Level 15

Formal Complaint

@how to correct payroll 

What kind of issue with QuickBooks did you encounter? Do you have an outdated QB version (i.e 2017 or older)?

how to correct payroll
Level 1

Formal Complaint

QBs version Desktop PRO 2018.

 

The issue is the loss of entered and processed information; i.e.: I saved a new budget and the info is gone, taxes and liabilities reports pull for the same period on different dates produce different information because the information provided on the first report had missing info. Payroll sent and processed by QBs stays on the record and then the information disappears, we reconstructed the checks and was there for a couple of days now is gone and it shows as overdue.

Reconciled information is no longer there.

the erratic behavior of the file makes me think there is more lost information but I can be certain.

 

JamesDuanT
Moderator

Formal Complaint

Thanks for getting back to us with more details, how to correct payroll.

 

Let's ensure first that your data is in good condition. From there, we can determine what is happening and how we can correct it.

  1. Update your QuickBooks release version.
  2. Update your Payroll Tax Table version.
  3. Do the Verify and Rebuild process.

This process will mostly correct any data damage depending on the result.

 

Let us know how this goes so we can further assist you.

venturemedical
Level 1

Formal Complaint

You are the WORST!!! I have spent hours after cancelling my 2 accounts because you are completely unable to assist me:  you are still charging my bank account.  756.23 and 286.47.  I have filed a fraud charge with my bank.  I spent hours with a BOT on chat who swore it was taken care of and here you are charging another outrageous amount.  I have not been able to use QB since last July when the system  stopped communicating with my bank.  You have NO ONE to answer a frigging phone. I cannot reset my password as you continue to send me to another site and then state..."OOPS  no can do".  You should reimburse me for the LAST year of unused time .  I don't know how you stay in business.  

user20938214
Level 2

Formal Complaint

Remember that quickbooks is part of a multi-billion dollar software company and that having support this bad and services this horrible is beyond comprehension. I'm running in circles with support over payroll and taxes too and I can't believe how bad everything is. It's absolutely unbelievable.

user20938214
Level 2

Formal Complaint

I'm planning to cancel my service too. Surely there are alternatives to payroll services out there that can provide just basic decent standard payroll help. Not anything great, just basic. In my opinion Quickbooks is a waste of time.

Student21
Level 1

Formal Complaint

Good Evening Intuit team, 

 

            I want to start out, by letting you know where my journey has taken me over the last couple of days. Upon starting back school in January, A new born son, Working full time, All through this pandemic. I have had to recently find out that my student intuit account. That I had worked hard, over 2 semesters has been frozen due to the fact of a subscription that needs to be paid of $755. Which the whole reason I Personally am even going to school in the first place is to better my self, So I am able to pay hefty subscription fees with out doubting and feeling like i have hit a wall. I am 33 years of age going through the exciting world of accounting all while supporting 4 kids in the mix. I  have been very blessed to make it this far. And would like to hope that i am not held back due to a gridlock that has been put in place to keep me from excelling and becoming something for my self for my children. and it does not make me feel any better knowing that this is just the beginning of a software that is the "best in the business". A slew of bad reviews that i was met getting to this point tonight only tells me that the people students and business people are all kind of feeling the same. I don't believe in negative reinforcement but positive feedback. I think you have an awesome software and have created a great company. but it started with calling your hr. office and couldn't get a single person. and then calling your 1800 number only to get the same thing (no one) and then chatting to one person that kept sending me to another and another and yet another until your chat finally closed. I am now going on the day after my classwork is due only to have to try tomorrow. I wouldn't mind even paying a small fee to get my info i worked so hard on back. i even received a new code from my book this semester and it only told me that the code was not a us code. so i am here and would love to help in any way i can. From your concerned future "intuiter".  thank you for your time. and i look forward to hearing from you.

RCV
QuickBooks Team
QuickBooks Team

Formal Complaint

This is not the impression we want you to experience when using QuickBooks, Student21.

 

I appreciate the time and effort in reaching out to our support agent. We'll be able to take action on improving our customer service. In order for our support agent to provide the correct code, we'll need to contact our Technical Support Team. From there, they'll pull up your account in a secure environment and help you activate QuickBooks. You may send a message via chat, call us at a time convenient to you, or we’ll get in touch with you instead. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one. Here's how to reach them: 

  1. Click the Help icon on the top menu. 
  2. Choose QuickBooks Desktop Help
  3. Tap Contact us.
  4. Select Search for something else and enter your concern in the Tell us more about your question: field. 
  5. Tap Search
  6. Choose Start a Message or Get Phone Number to connect with our support. 

To learn more about registering and activating a five-month student trial of QuickBooks Desktop, see the Register and install a QuickBooks Desktop student trial article. Feel free to visit our Account management page for more insights about managing your Intuit Account.

 

I'd like to know how things going after contacting our support agent, as I want to ensure this is resolved for you. Please reply to this post and I'll get back to you. You have a good one. 

Fiat Lux - ASIA
Level 15

Formal Complaint


@Student21 wrote:

That I had worked hard, over 2 semesters has been frozen due to the fact of a subscription that needs to be paid of $755. 

i even received a new code from my book this semester and it only told me that the code was not a us code. 


 

@Student21 

Which QB product do you have now? QBO Plus?

What kind of code did you get? A license code for QB Desktop?

Student21
Level 1

Formal Complaint

just by looking at it. it is QB Plus. and the code is a product and authorization code. 

Student21
Level 1

Formal Complaint

Its QB plus and for QB online. and it is a product and authorization code for 5 months which is the duration of the class this semester which i already paid $115 for the book and code. another issue i have came across is i have to work 2 different companies for 2 different classes. I understand that no one was set up for a pandemic. but i do believe that can help anyone get better or find solutions to problems. I don't mind paying a fee for a software that i am going to use in class. the $755 is to much for a college student that in the end might not using this software in the end. per say if i was looking at becoming something other than an accountant but needed this class to get to my next step. Also if there wasn't 2 semesters worth of work saved this probably wouldn't of become an issue in the first place. cause what makes it hard would be i have to redo the first two semesters and the 3rd in one month if i have to start fresh. 

Fiat Lux - ASIA
Level 15

Formal Complaint


@Student21 wrote:

I don't mind paying a fee for a software that i am going to use in class. the $755 is to much for a college student

 

I am not familiar with the cost you have paid. Afaik, we can open a new blank QBO Plus worth < $735 for 12 months (i.e 50% off for 3 months + regular rate for the next 9 months). It is lower than your cost.

https:// quickbooks.grsm.io/US

https:// quickbooks.grsm.io/us-promo

 

Anyway, why don't you utilize a QBO Accountant account for free? Send a private message to us should you need help to open one.

Student21
Level 1

Formal Complaint

my biggest thing here is the fact that my next semester is based off of the previous 2 semesters and i cannot access the information without the subscription fee of 755 so you tell me how i can utilize a free account getting passed the subscription fee. the class is only for 5 months not 12 i might not need qbo after graduation because i am going to try and further my education on a different degree 

Fiat Lux - ASIA
Level 15

Formal Complaint

Just to clarify. So currently your option is paying $755 to continue using your data for the next 5 months? I am considering another option to lower your expense.

yannik
Level 1

Formal Complaint

It is getting out of hand 

The Philippines based Support team, treat clients like second class citizens. They accidentally drop the call and then of course do not call you back. It happens all the time. I reached out to the Office of the President before and here I am again reaching out to them  

yannik
Level 1

Formal Complaint

I have called QB Support 11 times in two days to no avail 

What do I need to do to get my issue resolved please? What program do I need to purchase, what additional fee/membership do I need to pay to get things done? 

 

katherinejoyceO
QuickBooks Team

Formal Complaint

Thanks for following this thread, @yannik. I appreciate you for sharing your experience with our Customer Support team. I know you need help to fix your issues over the phone. 

 

Some times call got accidentally dropped for some reason. We normally call our customer back to make sure your issues are fully resolved.

 

Can you please share with me a little bit of information about your concern? I'll do the best I can in my power to help you resolve it. However, if it requires pulling up your information, I suggest you contact us so we can check it privately. 

 

Just in case, you can also reach out to our Customer care team through Chat. Here's how: 

 

  1. Open QuickBooks.
  2. Go to Help, then select QuickBooks Desktop Help.
  3. Select Contact Us to connect with a live support agent, and click Start a chat

 

Please take note of support hours before contacting us to ensure you will be assisted right away: 

 

  • Hours exclude occasional downtime due to system and server maintenance, company events, observed U.S. holidays and events beyond our control.
  • For support for QuickBooks Pro and Premier, see Care Plans for QuickBooks Desktop.

Pro, Premier, Plus

  • M-F 6 AM to 6 PM

Enterprise

  • Any time, any day

QuickBooks Plus and Enterprise includes support.

 

For future reference, you can also utilize our resources in our QuickBooks Articles hub. You'll find related topics that may answer your concerns. 

 

You also have us here in the Community 24/7. I'll be looking forward to hearing again from you and help you with your concern. Take care!

 

Fiat Lux - ASIA
Level 15

Formal Complaint

@yannik 

Where is your company located? If you are located in Philippines, you may use QBO for Philippines.  

https:// quickbooks.grsm.io/Philippines

 

Otherwise you may consider QB Desktop US version. You may purchase a one time license of QBD 2021 Pro for 1 user worth $399 or Premier for 1 user worth $499 thru a partner.

 

Any specific question about your needs?

Student21
Level 1

Formal Complaint

that would be great and also i have a suggestion to please take to heart for all students. if there was or even would of been a student button under the subscription part to offer a low flat rate to all student for said semester. then i would have clicked on that immediately and paid. I think if the student simply puts school info in that way Qb can verify and put it in a test mode so that is all it is used for then that would excel QB 150% 

Sarah jane s
Level 1

Formal Complaint

Xero accounting intuit customer service agent told me i didnt have to use their service it was no problem for them if i didn't like it

Sarah jane s
Level 1

Formal Complaint

Don't waste your time go to xero accounting trust me my chat name, sarah jane s, is the name of the customer service agent who told me that if I didn't like the fact that the only subscription option they gave me was the most expensive one then i didn't have to use them, it was no problem for them. I of course have pictures of the whole convo

KHoulding
Level 1

Formal Complaint

It is truly unbelievable the horrific "customer support" provided by Quickbooks. I have called no less than 7 times and spent well over 10 hours with no resolution to my issue. I've been passed around more times than I can count and some agents can't even accomplish that! Agents are poorly trained, have no idea of what they are doing. If I could cancel the subscription I would've done so already. In no other business would this lack of customer service be tolerated.

Fiat Lux - ASIA
Level 15

Formal Complaint


@KHoulding wrote:

I have called no less than 7 times and spent well over 10 hours with no resolution to my issue. 


 

@KHoulding 

What is your specific issue?

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