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Level 1

Quickbooks formal complaint - charged this month, cancelled this month??

When I signed up with Quickbooks using

| Alexis Avila

       | QuickBooks Sales Consultant


She told me on phone (recorded) that I could sign up two companies a 50% rate, ($20 each) and payroll simple on one for another $20.  In signing up for payroll, quickbooks sends me this on our corporate account: 

We're unable to connect your bank

Thanks for adding your bank account to send money with QuickBooks. We value your business and regret that we are unable to connect your bank account at this time.


Okay, so cancel payroll - easy right.  NO.  Instead, they decide to now charge me $60 for a month of no payroll (the next month) and cancel the 50% off promised.  NO ONE AT QUICKBOOKS can get it resolved.  Chatted multiple times, spent over an hour on phone (recorded).  Now they cancel a subscription but have still be paid for this month.


THIS is an accounting software firm???????  Is anyone in management even seeing this kind of fraud happening to customers?  I would like a formal response on this, its getting ridiculous and I am wondering how many others are going through this (the class).

10 Comments 10

Quickbooks formal complaint - charged this month, cancelled this month??

Hi @TakingItNotEasy,


I appreciate you for getting in touch with us about the $60 charge in your account. I would feel the same way too in that situation if they cancel the promised discount for the subscription.


If only I can check your account, I would be able to provide a formal response regarding the matter. However, Community is a public forum. To secure your information, the ability to review account details and billing history is done by our support team.


Our Support Team has access and tools unavailable to me so that your information is kept secure and private. I'd suggest you contact us again to pull up your account and help you further with the charges.


If you have a case number, you can provide it to streamline the process. Your case number has the previous agent's notes according to what happened to your issue. This way, you won't be repeating yourself.


Here's how you can reach them:


  1. Go to the Help menu at the upper right. 
  2. Choose Contact Us
  3. Enter your specific concern in the What can we help you with? box. 
  4. Click Let's talk
  5. Select Get a callback or Start a chat
  6. Enter your contact information. 
  7. Choose Confirm my call or Send message

Our Customer Support Team is available from 6 AM - 6 PM PT (Monday - Friday) and 6 AM - 3 PM PT (Saturday).


I've also attached an article you can use to check your payments for the QuickBooks subscription: View your QuickBooks Online payment history.


Let us know if you have any other concerns. We're here to help.

Level 1

Quickbooks formal complaint - charged this month, cancelled this month??

I had and have been trying to cancel a subscription that is online   cannot talk to anyone except in a chat and then they send a link and then still got charged 287.82.


Have not used it cannot use.


It is very difficult for us as senior adults.


I will never speak kindly of them


Quickbooks formal complaint - charged this month, cancelled this month??

This isn't the kind of experience that we want you to have when using and then canceling your QuickBooks Online (QBO) subscription, @SLJenkins. That's why I'm here to guide you on the actions you need to take care of the issue.


We make sure our platform is as user-friendly as possible. However, if you've experienced the other way around and when QBO isn't meeting the needs of your growing business, you should be able to cancel your subscription inside the system through the Accounts and Settings page. Let me guide you how.

  1. Log into your QBO account using a web browser.
  2. Go to the Gear icon.
  3. Choose Account and settings
  4. Go to the Billing & Subscription menu.
  5. In the QuickBooks Online section, click Cancel subscription, then Continue.
  6. Complete the short survey. Then, follow the on-screen instructions to complete the process.


After that, an email notification will be sent to you to confirm the cancellation.


On the other hand, we're unable to pull up your account here in the Community for security purposes. In case you're unable to complete the process above or encountered an error while doing so, I'd recommend contacting our Customer Care team again. They can securely pull up your account, cancel the subscription on your behalf, and process the necessary refund.


We've updated our support option in QBO. You need to request a callback to talk to one of our representatives and relay this matter. You'll first have to check out our support hours to ensure we can assist you on time. Here's how:

  1. Go to the Help menu.
  2. Choose Contact Us
  3. Enter your specific concern in the What can we help you with? field. 
  4. Click Let's talk
  5. Select Get a callback. 
  6. Enter your contact details. 
  7. Click Confirm my call


I've attached a screenshot below for your reference.


Once canceled, we keep your data for a year. To learn more about it, I'd recommend checking out this article: What happens to my QuickBooks Online data after I cancel?. Also, you can pick up where you left off if you decide to come back in the future. Thus, I recommend resubscribing within the specified period.  


Please don't hesitate to comment below if you have other concerns about managing your QBO account and subscription. I'm just around to help. Take care always.

Level 1

Quickbooks formal complaint - charged this month, cancelled this month??

I've spent hours trying to cancel Quickbooks Payroll since our only employee retired 13 months ago, with 0 success. I've filed out complaints, spoken with dozens of agents and NOTHING. Does anyone know how to Cancel Payroll when the regular online process doesn't work and keeps giving you an error message?


Quickbooks formal complaint - charged this month, cancelled this month??

Hi there, cbomgaars.


I appreciate the time you spent canceling your payroll subscription. Let me help sort this out for you.


There are times that canceling payroll subscriptions doesn't work. User access can affect the cancellation process. Make sure to login as the Master Admin of the account. I'll suggest performing troubleshooting steps to resolve this.


Here's how:


1. Use a private/incognito window.

  • Press CTRL + Shift + N for Google Chrome
  • Press Command + Shift + N for Safari
  • Press CTRL + Shift + P for Mozilla Firefox and Microsoft Edge

2. Use a different browser.

3. Clear your cache and cookies.


If you're getting the same issue, I recommend contacting our QuickBooks Online support. They can access your account securely.


I'll include this article if you need to reactivate your QBO payroll in the future.


Let me know if you need further help with managing your account. I'm here to help.








Level 1

Quickbooks formal complaint - charged this month, cancelled this month??

I am having the same issue. I have "chatted" with 4 different people. 2 provided me with a link that did nothing and the other 2 just "hung up" the chat. We canceled our payroll subscription yet they still took the $504 payment, now I cannot speak to a live person or get any help. Terrible customer service!

Level 1

Quickbooks formal complaint - charged this month, cancelled this month??

Here is my complaint story:

I'm on QB Desktop 2019 using Enhanced Payroll. My payroll subscription starts 5/1. If I wanted to continue using the payroll service, I would need to upgrade to QB 2022. As you may know, starting with 2022, QB Desktop is a one year subscription. While it costs less than a version that would be supported for 3 years, renewing every year for 3 years is substantially more expensive than buying a version that would be supported for payroll for three years. Considering the total costs for a very small payroll (usually 2 - 4 employees), I decided to not renew.


I had not yet officially cancelled the service when Intuit attempted to charge me for the next year. For some reason they tried to use a card that had been replaced because the issuing bank had been acquired by another bank. Funny, they had been using the correct card for monthly charges for quite a while.


Intuit immediately suspended my payroll service so I could not use it this month (April) for payroll or quarterly tax returns even though I already paid for April!


I tried to use the official cancellation process; however, the only option is to cancel effectively your next renewal billing date (12 months from now)..Online chat couldn't help so I went through a lengthy phone hell to get the cancellation made. 


I still couldn't use the service during the month of April which, again, I already paid for.


To make matters worse, when Intuit charged me for March employees (perfectly legitimate), they added a pro-rated fee for the days between the suspension and the cancellation! So they charged me for days I already paid for but couldn't use because they suspended the account.  Very poor customer care.

QuickBooks Team

Quickbooks formal complaint - charged this month, cancelled this month??

This isn't the kind of service we want to leave you with, @SteveDD.


I have some information about the payroll subscription. You'll want to check the billing cycle for your payroll subscription. This way, you can verify if your payroll subscription is active or not.


Here's how:


  1. Go to the Employees menu at the top.
  2. Choose My Payroll Service, and then select Account/Billing Information.
  3. You'll be prompt to sign in to your Intuit Account.
  4. Hover towards the Payment Method section and then check the renewal date and Service Status.


If your payroll subscription should still be active, you'll want to run the QuickBooks Diagnostic Tool from the Tool Hub. Please refer to this guide for details about the steps: Fix common problems and errors with the QuickBooks Desktop Tool Hub.


Otherwise, you'll have to reactivate your QuickBooks Payroll subscription.


About the cancellation, you'll have to contact our Customer Care Support. This way, they can process it on your behalf. They have the tools to access your account in a secure environment.


I've added these links below for your reference. It has information to help you manage your subscription.



Don't hesitate to reply if you have follow-up questions or concerns about payroll service. I'm more than happy to assist you. Take care and have a good one.

Level 1

Quickbooks formal complaint - charged this month, cancelled this month??

The service has been cancelled. I was prevented from using it in the month of April which I paid for.

QuickBooks Team

Quickbooks formal complaint - charged this month, cancelled this month??

Hello there, @SteveDD.


I hear your sentiments. Let me make it up to you by pointing you in the right direction for help.


Since you mentioned above that you’ve been on the phone with a representative, we’ll also take note of that experience to share with the team and put an action into it. This also helps us improve our way of delivering a resolution to our valued customers. 


I also understand the inconvenience of being unable to pay your employees since you’re unable to use your subscription. However, I would still suggest you reach out to our Technical Support Team again. They'll need to pull up your account to further check on why the service has been cancelled prior to its billing period. 


The Community is a public forum, whereas our phone representatives have tools to check your account in a secure environment. Thus, contacting them is the best option. Also, they can check how your subscription got cancelled and provide a further explanation.


Nevertheless, if Intuit didn’t successfully charge the auto-renewal of your subscription, It will result in automatically canceling or inactivating your payroll subscription.


I’d like to share this article about QuickBooks Desktop cancelation policies, and refer to Payroll subscriptions. This part of the article further explains the cancellation policies of your subscription. 


Let me know if there’s anything else that I can assist you with. I’ll make sure to provide answers as soon as I can. Stay safe!

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