To summarize I contacted the help desk on Friday about an issue we had with a customer ledger that was more or less misstated by $7K (the ledger balance was over $11K and should have only been $4K).
Working with the help team, I was guided to make changes that one, changed the customer ledger balance from $11K to $12K and two, threw off our bank reconciliation by $187K (the help personnel had me delete the deposits that included deposits from the customer related to me initial concern, but the help personnel didn't take into account this also deleted all the deposits in that transaction). I raised concerns with the gentleman helping me and I was reassured we were making it better. I was then further guided by the help team (not sure if this was with the initial call or if this then happened after it was escalated to a supervisor) to uncheck a whole bunch of items from the reconciliation of the bank that lead to a $1.9M discrepancy in the Bank Rec. The supervisor from the help team had me jump through some moves to the bank rec that then forced QBO to reconcile the $1.9M in the bank account after zero-ing out the deposit and withdraw totals in the reconciliation). This didn’t sit right with me so I looked at the Income Statement and that was where the forced reconciliation posted. It posted to "Reconciliation Discrepancies" under Other Expenses. This took 3 hours of my afternoon on Friday. I didn’t get the customer ledger question satisfied and ended with a negative $1.9M impact to the Income Statement. By now it was 5pm my time and the supervisor of the help team told me she would call me at 8am Monday and we would have this fixed.
Monday morning rolls around and no call. I sat at my computer waiting for the call and after waiting 30 minutes I called the help center. The person with whom I spoke said the supervisor would call me. I think I finally got the call a little after 9am (so wasted another hour of my time). We proceeded to work on trying to correct the mistakes implemented by the help team and after a couple hours I suggested to the help supervisor “why don’t we just pull up the audit log from Friday and just undo all we did”? That’s where we ended up going. It is Tuesday morning now and I'm still not finished cleaning up the mistakes. I have to re-reconcile the bank accounts by hand starting in May and every subsequent month.
To make this even more of an issue, I am paid by Billable hours by Every Child Pediatrics. I have wasted almost 2 days correcting these issues and these are not hours I can charge ECP. Your help team has cost me a lot of time and money and I’m very, very frustrated.
