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Level 1

QBO Customer Service

The customer service at QBO has definitely gone WAY downhill.  I hear children playing in the background, dogs barking, etc.  Last issue I had 3 people listen to my issue, put me on hold while they "investigated the issue," and after holding for 45 minutes or more, they hung up on me.  QBO customer service took HOURS and HOURS of my life that I cannot get back.  I suggest everyone get the customer service person's name and phone number at the beginning of the conversation.  They always ask for my name and number in case we get disconnected, but they NEVER call back.  I would love to be able to contact these 3 people and tell them what I think.  I don't think they keep records and there is no way to file an official complaint, other than feedback in the program itself.  I would like to see my client get a couple months of QBO for free for all the time I spent trying to get someone to help with this issue.  Problem was they filed Oct. NM withholding tax and labeled it Nov. so it caused all sorts of issues with the State.  Angry?  Yes.

3 Comments 3

QBO Customer Service

Thanks for sharing your insights and feedback about our support here in the community, lsbooth-centuryl.


Not being able to get the support you need can be a deal breaker, most especially if you have other tasks. I can see how this has impacted your workflow, but I want you to know that  we want to make sure you're able to get the support you need from us. This forum is designed to assist customers with general questions about QuickBooks, not account-related.


Since your concern is about a tax filing posted to a different period, we really need to let our Payroll Support handle this type of concern. I know you already called them, but we're unable to pull up your account history and information in this public channel.


When contacting our support, it is best to ask for your case number. This is a unique ID created by the live representative for documentation purposes. Using that case ID, any agent who will receive your call will be able to pull up your contact history, including the last person you've talked to. Also, all our call and chat channels are recorded, so they can look up your interaction easily. We also want you to know that you can request for a supervisor on set of the call if you have complaints about the support.


To get our support, enter your contact information and connect with our Team by following the steps below in your QuickBooks Online account:


  1. Go to the Help menu in QuickBooks, then choose the Search tab.
  2. At the bottom click on Contact us.
  3. Enter the keyword Account Management and Billing in the What can we help you with? box.
  4. On the next screen, scroll down to How would you like to connect with us section.
  5. Choose Chat with us to initiate a discussion with a live agent.
  6. Enter you account contact information then press Get a chat.
  7. When using this option, make sure to enable pop-up windows. The chat box will appear at the bottom right section of your monitor, and an agent will be with you shortly after. See this:


I'll be waiting for your reply on how it goes with our customer service. I want to make sure this payroll issue is resolved and I'm here to help you anytime.

Level 1

QBO Customer Service

I've gone through all these steps many times.  Your response is long but not helpful.  Your customer service people hung up on me 3 times!  That is the main issue.  Plus they filed the Oct. tax labeled Nov. in NM.  I contacted the State of NM and they are working on it.  Can't you see who the customer service people were?  Aren't these things logged?  


QBO Customer Service

Hello, lsbooth-centuryl.


I also value my time, and I would also like to have my issue fixed as soon as possible. I also get upset when I get hung up on, especially when it's done multiple times. 


Since time is of the essence when it comes to taxes, I'm here to point you to the right direction and ensure your concerns are taken care of. 


Every interaction with us is always logged in our system. Our agents create cases with the details concerning the issues and the steps taken during your call with us. 


In regards to our support person's information, we're unable to provide their complete contact details to our users due to privacy and security concerns. 


You can, however, instruct the agents to read through the case notes (they can see the complete details in their end). 


We're still eager to help you with the tax issue, so you'll want to follow-up with our agents. As mentioned before, have the next available agents pull up your account and check the case notes added by the previous support person. This way, they'll be able to continue from where you left. 


To ensure your needs are taken care of, we're available from Monday to Friday at 6 AM to 6 PM PT, and Saturdays at 6 AM to 3 PM PT. Our contact details can also be found here: QuickBooks Online Support.


We also have articles to help with specific issues in QuickBooks. If you need to check your current payroll liabilities and your employees' data, you can check this article for a guide: Run payroll reports


I still want to hear you out, so if you have any other concerns, you can reply in this thread. If you have any questions on other areas in QuickBooks, please add the details to your reply and I'll see what I can do for you. 

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