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  

You can switch to old QB Desktop with a non subscription license.

I am exactly in your same position. I have been a loyal customer of QuickBooks desktop since 1999 and now they're treating me like garbage. They have to come not only aggressively greedy but they have become detestable and I will be finding a new software because they're online version stinks, it's subpar and overpriced. I don't know what's wrong with Intuit but I will never use TurboTax or Credit karma again because I just don't trust the company anymore and I wish there was a way to warn everybody who is even considering using QuickBooks online after being gouged since COVID. He used to be 589 every 3 years and now this year for payroll included, I have to pay $5,900. That is greedy and into it has caught the disease of greed and it is a disease and there is no cure and their greed is insatiable and if you're trapped with a company like that, they will rip you off incessantly. All over the QuickBooks community are complaints about how they take their clients funds, who paid through their merchant service, hold it forever and then close their account and they never get their money. I can't tell what difference between that and stealing and this is the new Intuit. I wish the federal government would step in because that is awful. And now it's time to switch to a new software. I am elderly, unable to live on social security, And I have to work and QuickBooks is proud of the fact that they're getting rid of their desktop customers when all their customers prefer the desktop version. Intuit should be ashamed of itself and not arrogant or prideful and rude. Their customer service is rude. It has now become one of the worst companies not in just a country but in the entire world

Intuit just doesn't care. All they care about is money. They just don't care about people or their customers at all. Perhaps they're just jealous of other companies making more money than them, or perhaps they are just so greedy that they can't see beyond that. 

The customer service is rude if you bring up these complaints and they may read your email but they don't care. 

I will no longer buy TurboTax and I've taken all my entire family off Credit karma and have advised all my friends and clients to do the same. QuickBooks is no longer trustworthy, just go on and look at the complaints all over the QuickBooks community about what QuickBooks is doing to their online customers. Clearly, QuickBooks has become a greedy abusive company. And they're online version is not only excessively expensive, but it's a crappy software it's very very bad. It's not like they took the desktop version, which was good, and put it online it's completely different. Also Google about all the losses they have faced, mostly for misappropriating their clients funds. QuickBooks is bad and into it is bad and I don't think they're ever going to change. They are way too greedy

Continuing to use QuickBooks desktop, as long as you don't want to download and And used do it yourself payroll because I would never let QuickBooks do my payroll, I would never let them have that kind of access to any of the information on my computer, but your facing security breaches, look what they're doing to their loyal customers, imagine what they will do to someone who does that. I need the downloading and payroll so I can't continue to use QuickBooks at all but I don't trust them enough, to implement your suggestion although I do understand it. 

I just hope QuickBooks doesn't survive and I hope into it goes under also

now this year for payroll included, I have to pay $5,900.

You can still use QB Desktop, but you'll need to use a third-party payroll app to get your total expenses down to under $4000 next year.

We are moving to Odoo.  It is so much better and they care about their customers unlike QB.