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jerrymooty113
Level 2

How do I get a human being on the phone to fix a major issue that is causing serious billing problems. I have been given the runaround for 4 hours of chat BS.

 
17 Comments 17
Joseph_A
QuickBooks Team

How do I get a human being on the phone to fix a major issue that is causing serious billing problems. I have been given the runaround for 4 hours of chat BS.

I appreciate your patience, @jerrymooty113.

 

We aim to continue to maintain our commitment to give you the best service you need amidst the challenges brought by the COVID-19. Our QuickBooks Online (QBO) Support Team may have experienced a high volume of chats. In this case, you may want to schedule a callback, and one of our phone agents will reach out to you.

 

You can follow these steps to request a callback:

  1. Log in to your QBO account.
  2. Click the Help icon.
  3. A dialog box will appear, select Talk to a human.
  4. Autoreply will ask your concern, select Still need to talk to a human.
  5. Type in billing issue as our concern and then click the Contact Us option.
  6. Choose to Get a callback.

We also encourage you to check out our support hours.

 

Meanwhile, you may want to view your payment history by logging in to your account. This will help you track the payment amount and the description of payment.

 

Rest assured that one of our representatives we'll attend your request. Feel free to ask if you have additional questions. The Community is always here to help you.

jerrymooty113
Level 2

How do I get a human being on the phone to fix a major issue that is causing serious billing problems. I have been given the runaround for 4 hours of chat BS.

I have done exactly that probably 10 times and it never gets a human on the phone.   The issues is too complex for chat so I am engaging a lawyer to pursue a resolution. If someone wants to call me to fix a $100 issue that is about to cost $5000 then feel free.    [phone number removed]

MJoy_D
Moderator

How do I get a human being on the phone to fix a major issue that is causing serious billing problems. I have been given the runaround for 4 hours of chat BS.

Our customers have always been our number one priority, @jerrymooty113.

 

Our support team may take some time in getting in touch with you due to the high volume of calls and chats. Rest assured that as soon as there's an available person, he/she will call you back.

 

For now, you can share with me details of the issue you're having? I may be able to assist you or provide insights into what may be happening and come up with a solution.

 

Let me know if there's anything that I can help. Stay safe!

jerrymooty113
Level 2

How do I get a human being on the phone to fix a major issue that is causing serious billing problems. I have been given the runaround for 4 hours of chat BS.

I logged in to renew a subscription at a lower level.    It does not need essential subscription because this specific company is now a shell company for another company.  We keep about $50 in the account.   It would not let me renew at a lower level so I renewed with the same login but at a lower level.   It created a second company with the same name.   I start the "talk to human" and the support agent took over may screen to see what was going on.  He ended up walking me through renewing at the higher rate stating we could downgrade before the transaction hit that night at midnight.   Then we couldn't downgrade.   So now I have two subscriptions, two accounts, the bank account was pushed below $0 and I have incurred daily charges of $34 Insufficient fund charges so the balance is now a couple of hundred dollars and rising.   I would not have renewed if it wasn't for the agent telling me he could fix it before the charges went through.   It has been several weeks and no one will call me and I cannot reach anyone.  I have been on the chat a total of 3 times each over 2+ hours and cannot get it resolved.   I have submitted paperwork showing who I am to expedite the inability to downgrade because this account was initiated before I bought into the company 4 years ago by a cpa firm and they are the master admin but have not logged in since 2016.   We keep incurring fees and no one will help and I keep getting emails to log in and talk to a human via chat.   IT DOES NOT WORK UNLESS SOMEONE CAN REFUND ALL THE MONEY BEING CHARGED TO BRING THE ACCOUNT TO ABOVE ZERO WHILE WE WAIT UNTIL THE MASTER ADMIN IS CHANGED.   Anyone want to tackle a solution?????

katherinejoyceO
QuickBooks Team

How do I get a human being on the phone to fix a major issue that is causing serious billing problems. I have been given the runaround for 4 hours of chat BS.

Thanks for sharing with us your concern here in the Community, @jerrymooty113. I understand your situation, and I'm here to help you get out of these circumstances.  

 

To clarify, your old QB Online account billing is under the company firm that initiated it, this is why you're unable to renew to a lower level. 

 

Also, we are unable to process a master admin claim for an account under a wholesale billing, hence, you'll have to contact your accountant to renew, downgrade, or cancel your QB Online subscription.  

 

For the second company, if you've created it unintentionally, you can cancel your subscription to avoid extra fees. Otherwise, you may continue using the service and downgrade to the lower level. Just ensure you're logged in to the correct account. Here's how: 

 

  1. Click the Settings menu, then select Account and Settings.
  2. Go to the Billing & Subscription, then select Downgrade your plan. If  this option is unavailable, follow this link to downgrade.
  3. Click Choose Plan, then review what's changing with your new plan.
  4. Select Continue or Submit, then review the billing details.
  5. Click Change plan, then Done.

 

Should you have trouble logging in, contact our Customer Care team again to further assist you. Please know that due to the pandemic, we have limited staffing. Check out our available hours of operation through this article: Support hours and types.

 

You'll want to submit a refund request online through this link: Submit a US Product Refund Request. Enter all necessary information in the field, then click Submit. Our back end team will review your request within six business days. 

 

Concerning the NSF charges incurred daily, I'd recommend contacting your bank to verify if they can give you a courtesy refund. Most banks give a one-time courtesy refund to their valued customers. 

 

You may want to move your files from your old company to the new one, read through this article for the detailed procedure: Move your lists to QuickBooks Online

 

Let me know if you have additional questions. We're always here to listen and help in any way we can. 

jerrymooty113
Level 2

How do I get a human being on the phone to fix a major issue that is causing serious billing problems. I have been given the runaround for 4 hours of chat BS.

Well that is the absolutely the opposite of what I have been told by 3 different reps.   They have submitted a request to change Master Admin, I have received that email which requested all the corporate documents proving I am the owner, manager, director of this company so they can change it.   Problem is it takes 10 to 14 days to change it because I cannot get a person on the phone and i am incurring charges every day which are a result of QB agent telling me to renew and he would make sure charges didn't hit the bank account.   Neither he or I knew anything about the master admin issue at the time so we have tried to expidite the problem so the fees won't keep occuring because Intuit/QB is going to be liable for those charges.   I am an attorney and know how this works so I can promise you, the fastest someone can get on the phone with me to resolve, the least expensive this is going to be.   But let's keep writing emails.   214.808.5111.   Jerry Mooty...look me up, this is no joke.

 

LARRY1950
Level 1

How do I get a human being on the phone to fix a major issue that is causing serious billing problems. I have been given the runaround for 4 hours of chat BS.

I am having software issues with the 2017 Quickbooks opening. I sign in as I normally do and quickbooks opens but then goes into a cycle and does not open completely! Do I need to completely download the software again?

JasroV
QuickBooks Team

How do I get a human being on the phone to fix a major issue that is causing serious billing problems. I have been given the runaround for 4 hours of chat BS.

I have some steps we can perform so you can open your QuickBooks Desktop (QBDT) software seamlessly, @LARRY1950.

 

To start, I recommend downloading our QuickBooks Tools Hub. This tool runs some test to detect and fixes issues within your software. Let me show you how:

 

  1. Close your QuickBooks.
  2. Download our QuickBooks Tool Hub
  3. Open the file you downloaded (QuickBooksToolHub.exe).
  4. Follow the on-screen steps to install.
  5. When the install finishes, open the tool hub on your Windows desktop.
  6. Select Program Problems.
  7. Click Quick Fix my Program.
  8. Start QuickBooks Desktop and open your data file.

 

You can also check this article for more details and additional troubleshooting steps about the process: QuickBooks Desktop doesn't start or won't open.

 

Once you’re able to open your QuickBooks, I recommend updating it to the latest release to avoid any issues in the future. This way, we can also ensure that your software is updated with the latest features and patches.

 

I’m always around to help in case you have any other concerns managing your QBDT software. Keep safe and have a great weekend ahead. 

JJ
Level 1

How do I get a human being on the phone to fix a major issue that is causing serious billing problems. I have been given the runaround for 4 hours of chat BS.

You canceled my subscription and it won’t let me reactivate it open a new account which I do not want

Mich_S
QuickBooks Team

How do I get a human being on the phone to fix a major issue that is causing serious billing problems. I have been given the runaround for 4 hours of chat BS.

I understand where you're coming from, @JJ.

 

Thank you for letting us know of your concern about the canceled subscription. Let me give you ideas of the things you can do to have it reactivated.

 

You should be prompted to resubscribe as soon as you sign into the QuickBooks Online company. If not, you can reactivate the account by going to the Billing and subscription page as long as it's within the next 365 days after the cancellation.

 

Since a new account has already been created, I recommend you reach out to our customer support team. This way, we can review what exactly happened to your account. Here's how you can contact us:

 

  1. Sign in to your QuickBooks Online company.
  2. Select Help (?).
  3. Choose a way to contact us.

I'm adding this article for more details about our support hours: QuickBooks Online Support.

 

You're always welcome to post. Have a great day ahead!

NAACP21
Level 1

How do I get a human being on the phone to fix a major issue that is causing serious billing problems. I have been given the runaround for 4 hours of chat BS.

I cannot log into my account, keep getting the same runaround for three months, yet my credit card is being billed.  I can not cancel, because my account is frozen.   This is frustrating. Are there no HUMANS working for QuickBooks.   My only alternative is canceling my card and having to go through the process of contacting all my other billing agents...THIS SUCKS QB.

ZackE
Moderator

How do I get a human being on the phone to fix a major issue that is causing serious billing problems. I have been given the runaround for 4 hours of chat BS.

Hi there, NAACP21. I'd be more than happy to help you with signing in to your account.
 

When you're locked out of QuickBooks, you'll see a "You have tried to sign in more than 5 times." notification. After seeing it, you can continue to access your account by entering a CAPTCHA code below the message.
 

Here's how:

  1. Type each letter and/or number. They'll look squashed/distorted.
  2. Enter your user ID and password.


Now your account will no longer be locked. If you're having trouble remembering your credentials, they can be reset or recovered:

  1. From the sign in screen, click I forgot my user ID or password.
  2. Follow your displayed instructions.


I've additionally included a couple detailed resources about signing in that may come in handy moving forward:


I'll be here to help if there's any questions. Have a wonderful Monday!

Brenda Marris
Level 2

How do I get a human being on the phone to fix a major issue that is causing serious billing problems. I have been given the runaround for 4 hours of chat BS.

Same issue.   Unbelievable how bad support  is not.   I have been using QB for 20 years and am really thinking about changing.    Chat idiots keep asking the same info over and over, wasted an hour.  THey finally call, i can't understand them.  They are asking the same info!  Just verify it once and fix the issue.   So when you lose patience and ask them to actually fix the issue, they hang up.

Brenda Marris
Level 2

How do I get a human being on the phone to fix a major issue that is causing serious billing problems. I have been given the runaround for 4 hours of chat BS.

No, they dont help.  That's why we get so frustrated.  I want to call a number, have a human being that speaks English log into the account and fix the issue.  I dont want to have to type into a form only to have a chat rep tell me that they are handling 5 people at once, and keep asking me the same info.  My time is valuable too.   We should be able to call, get a human that speaks english, and have the problem resolved in minutes, over the phone.

Archie_B
QuickBooks Team

How do I get a human being on the phone to fix a major issue that is causing serious billing problems. I have been given the runaround for 4 hours of chat BS.

This is not the the way we want you to feel, Brenda Marris.

 

I'd like to help and make sure you'll get a callback from our support.

 

Here's what you need to do:

 

  1. Log in to your QuickBooks Account.
  2. Go to Help.
  3. On the pop-up window, select the Search tab.
  4. Click on Contact Us.
  5. Type in a keyword of your concern, then select Continue or Let's Talk.
  6. Choose Callback from the options on how to connect.
  7. Enter your contact information, and hit Submit.

It'll show the details for support hours as well.

 

You also visit our QuickBooks support page for related post and articles that'll surely help you fix your issue.

 

Post your concerns or click the reply button below for follow-up questions. I got your back. Keep safe!

 

 

mc83
Level 1

How do I get a human being on the phone to fix a major issue that is causing serious billing problems. I have been given the runaround for 4 hours of chat BS.

i have been trying for 4 DAYS!  intuit and QB both can't help me. computer helpers can't help

KlentB
Moderator

How do I get a human being on the phone to fix a major issue that is causing serious billing problems. I have been given the runaround for 4 hours of chat BS.

KleI appreciate the time you've spent in reaching out to us, mc83.

 

I want to make it up to you by making sure you get the help you need with your concern. Can you provide details about the issues you've encountered in QuickBooks?  This way, the Community team and other experts will be able to help you out. 

 

Although, I'd also like to have another go at helping you over the phone. You can follow these steps to connect with us:
 

  1. Go to the Help icon.
  2. Select Talk to a human.
  3. Enter "Talk to a human" again in the search bar.
  4. Choose I still need a human, then click Contact us.
  5. Select Get a callback or Send a message to start a conversation.

If you need some resources for your other tasks or answers to frequently asked questions, you can visit our Help Article page.

 

We're here always here to listen and assist you with any concerns you may have. Looking forward to helping you out in the Community space. 

Need to get in touch?

Contact us