Longtime Customer Deeply Disappointed by QuickBooks Pricing and Forced Migration

We had this happen to us last week. Please read the email we are trying to send but cannot seem to find who to send it to.  I want to blast this out to all the longtime QB desktop small business clients like us.

I am writing to formally complain about a deeply frustrating and concerning experience I recently had regarding my QuickBooks Desktop account.
After receiving a fraud alert on my credit card, I updated my payment information with QuickBooks two weeks ago. However, on the morning of June 13, 2025, I received a notification in QB that my account had been suspended for nonpayment. This should not have happened.
When I called customer service, I first spoke with a representative named "Gisele", who asked me to confirm the last four digits of my new card. When I did, she claimed that card was not on file. I told her I had absolutely updated it and asked her to check the call recordings. She dismissed that possibility, asking whether I had a "confirmation number" for the call (I didn't), then told me "Well, you need to keep it," and insisted QuickBooks does not retain those records-which I find extremely difficult to believe.
After that call, I was transferred to someone in the sales department, named "Kent", who informed me that since my account was suspended, I was now under a new license and treated as a new customer. He made multiple attempts to upsell me to a different plan at a higher rate. When I asked to be transferred back to billing or to a supervisor to resolve what was clearly a mistake, I was told that no such transfer was possible. It truly felt like I was being scammed into paying more for a service I had already tried to renew correctly. The call lasted 39 minutes, He kept me on the phone, would not transfer me and made it seem my files would be lost if I did not upgrade, I did not make him aware that my files were backed up.  I hung up on him. 
Thankfully, on a subsequent call, I spoke with a third representative who found my updated card on file immediately and simply processed my renewal at the correct rate. She also gave me a 20% discount for being a longtime customer. Her professionalism stood in sharp contrast to the behavior of the first two individuals.
At this point, I believe there was either a serious mishandling of my account or an intentional attempt to mislead me into a more expensive plan. Either way, this experience has shaken my trust. 

@David Lafferty  

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