Terrible Customer Service and Misleading Information from QuickBooks
I am beyond frustrated with QuickBooks’ phone customer service and the outright false information they provided, which has caused significant issues for my business and our clients. Over a year ago, I noticed that our account was set up for online payments, which we explicitly did not want. I called to ensure this feature was disabled, and the representative assured me that as long as the options were turned off and my bank account wasn’t linked, no transactions would go through. I trusted their word and moved on.
Fast forward to now, a client made a payment through a link that was supposed to be inactive. To my shock, the money was deducted from our client’s bank account! I immediately called QuickBooks to reiterate that we had opted out of this service long ago. Their response? “There’s nothing we can do.” They told me the only way to resolve this was to fully set up my bank account to receive the client’s payment and then cancel the service from there. Reluctantly, I followed their instructions, set up the account, and they finally disabled the service.
During this call, I asked very clearly and emphatically if the money would be deposited into my account after canceling the service. The representative confidently said yes, within 5 business days. Five business days passed—nothing. I called again, explained the entire situation, and was told, “If everything is correct, the money will arrive in 7-10 business days.” On the 12th business day, still no money. I called yet again, only to be escalated to a manager who delivered the most infuriating news yet: “There’s nothing we can do. You have to wait 60 days for the money to appear in your account, or tell your client to contact their bank to reverse the transaction.” Are you serious?!
This is absolutely unacceptable. The customer service team is poorly trained, provides misleading information, and seems completely unconcerned about the impact on customers. Because of their incompetence, my business is out of pocket, and my client has been inconvenienced. QuickBooks needs to do better—train your staff properly and stop giving false promises that hurt small businesses like mine. I’m beyond disappointed and will be looking for alternative services.
