I'm thoroughly frustrated with the Quickbooks online support team. I recently got a notice from the IRS requesting my expense details for year 2017. I went to Quickbook online and found that all transactions (categorized or not categorized) are missing from 5/01/2017 - 12/31/2017. It's not just my bank accounts either. It includes, Wells Fargo saving, personal, business as well as my business Amex and business PayPal accounts. I've checked through all other data from 2015-current and there are no other missing blocks of transactions.
I contacted Quickbooks support almost a month ago today and reported the issue. I was told to re-import the transactions, which of course, I've already tried but data from 2017 is not available from Wells Fargo, Paypal, or Amex. After 2 hours of wrangling and being told that I was crazy and this is a bank issue. not Quickbooks, I was then notified that this problem had recently been reported by other customers and that it had been resolved in all cases. I was told to wait for an email from the backend bank team. That was 3 weeks ago.
I contacted Quickbooks support last Monday and had to explain the issue twice more (1.5 hours) and again I was told that someone will call me back within 1 business day. That was a week ago.
Today, I contacted support again and was told there is nothing they can do. That I needed to wait for bank support team to contact me. I asked to speak to a supervisor and I was told that I can't be connected to on on chat support. That I needed to call the support number.The first 3 calls after waiting on hold for 15-25 mins I was disconnected. On my 4th call which I'm still on, I was connected to someone who I had to again explain the who situation again (even though there are 4 open case numbers) and i was told "No problem I will connect you with the right department.". So now, after waiting 56 minutes on hold, I was just disconnected for a 4th time. UNBELIEVABLE and UNACCEPTABLE.
WHERE THE HECK IS MY DATA???? Why the heck can't I reach someone who can help me?
UPDATE: I called back and was routed to someone in Self Employed. Obviously, not where I needed to be. She tells me that I should not be calling general support number 800-446-8848. Instead I should be calling Quickbooks Online support direct. She gives me the number 800-488-7330. I call that number and the recording states that if I want support, I need to go back and do it through the online console. UNREAL!!! Who trains these support people?? I can't even believe how horrible this situations is. I'm being spun in circles at my expense.
UPDATE: I called back, reached someone in Quickbooks Online support for after 21 mins of waiting. She put me on hold to "research my account" and, again, she disconnected me!!! HOLY CRAP is there some serious incompetence with working the phone system at Quickbooks.
