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alphamgt
Level 1

Formal Complaint

Quickbooks Desktop auto charged my credit card. After I received an email, I immediately went to "chat" with Quickbooks and asked if they can charge the amount (over U$1200) to my updated credit card information instead, so they do not get a chargeback bec of the incorrect credit card. Agent/assistant Blando joined the convo. I waited for 30 min for a reply, and the agent just left the chat without replying!!

9 hours later, I used the chat again and tried to reach out to another agent. This time, the agent's name was Von Darrel. He joined the chat, but like Blando, he did not reply. A few minutes later, I asked Von Darrel if he is still there. He replied, "checking on it". So I waited while he was checking on it. After waiting for about 30 min, I asked, "up to now?" He replied, "Yes". So I waited again. Then, he sent this msg "Since I haven't heard back from you in a while, I'll have to close this message to assist other customers......"  What the ????

Such lousy customer service!!!

Here's a copy of the chat:

Assistant 9:38 AM        Von Darrel has joined the chat

ME 9:39 AM                 I messaged this chat about 8 hours ago and did not get a response.
Agent's name was Blando.

Assistant 9:39 AM         Hello. Thank you for contacting Intuit QuickBooks Support! My name is Von Darrel V. How can I help you today?

ME 9:40 AM                  Quickbooks desktop auto charged to the wrong credit card. To avoid chargeback, please charge the updated credit card.

ME 9:40 AM                   I messaged this chat about 8 hours ago and did not get a response. Agent's name was Blando.

ME 9:42 AM hello?

ME 9:46 AM hello?

Assistant 9:48 AM          checking on it .

ME 10:16 AM                up to now?

Assistant 10:37 AM       Yes Jacqueline.
Since I haven't heard back from you in a while, I'll have to close this message to assist other customers. However, please try the steps provided as they should resolve your issue. If you have any questions or concerns, please message back so we can help you. Thank you again for contacting Intuit Support! Have a great day!



3 Comments 3
Rose-A
Moderator

Formal Complaint

Hi, alphamgt. I'm here to help ensure you're pointed in the right direction.

 

This isn't the kind of impression we'd like you to have when contacting our chat support.

 

I'd like to check this for you and get it taken care of myself. However, the QuickBooks Community is a public forum, therefore, we don't have available tools to update your credit card information.

 

I know you've already reached out to us. Nonetheless, I'd still suggest getting in touch with our QuickBooks Support. All account-related concerns need to be directed to our phone support for security purposes. You'll first have to review our support hours to ensure they can assist you on time.

 

Please be reminded that our Support Team is available from 6:00 AM until 6:00 PM on weekdays, and 6:00 AM till 3:00 PM  PT on Saturdays. Here's how to contact us:

 

  1. Go to: https://help.quickbooks.intuit.com/en_US/contact or https://quickbooks.intuit.com/learn-support/en-us/contact.
  2. Choose your QuickBooks Product.
  3. Select your QuickBooks version.
  4. Give a brief description of your issue and click Continue.
  5. Then choose a way to connect.

 

The following article is a good reference: Help Articles for QuickBooks Desktop. It contains more information on how to handle and manage your QuickBooks Online account.

 

I'm just a few clicks away if there's anything else you need. Have a great rest of your day!

alphamgt
Level 1

Formal Complaint

Thank you for getting back to me. I only posted this message so that you are aware of the kind of customer service we are getting. It's a formal complaint. Not looking to have my credit card issue resolved on this forum.

CM4080
Level 1

Formal Complaint

They apparently do not have any support for their product. I also went to Chat and Adrian L pretended not to see my chat saying I have not responded and eventually he disconnected after much text entered on my part.

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