BIllables

I know how this situation impacts your business operation, especially in finances, Lindsay. I also appreciate the effort of taking the initiative to reach out to our Live Support team to fix the issue.

Please know this is not the experience that we want you to have. I recommend contacting our support team again to follow up on your concerns. I'm aware that you've already gotten in touch with them, but it's the best we can do right now given that they have all the tools required to safely look at your account through screen sharing session. Our support team will further investigate the issue to understand why billable expenses have been removed from the sent invoices.

Moreover, if you want to track your sales transactions moving forward, you can check this article: Run reports in QuickBooks Online.

If there's anything else you need help with your invoices or other QuickBooks-related queries, you can leave a comment below. The Community space is available 24/7.

This is the second time someone has called this a "tax issue". I don't know if this is an auto-reply situation or what. This has nothing to do with taxes. No one has ever offered to screen share, though I have shared screen shows. I get "we will escalate this and you will get an update via email" (then I get an update to a completely unrelated issue I never called about) or "A manager will call you back tomorrow at 1pm" (then I never get a phone call).

I also do not need to track my sales transactions. 

I need to QBO to fix this glitch or bug where once an invoice is sent, billables are removed for no apparent reason, thus causing the client to view an incorrect invoice. 

I have now voiced this concern many times and it has not been properly addressed. When a client underpays due to this issue, I will in billing QBO for the difference. 

Here is an example that just happened last week. My bookkeeper says to me "do you know why this client overpaid - they paid $13,944.05 but the invoice says they owe $13607.63?"
I know I invoiced them the higher number because I track all of that in my own system and I have the copy of the email sent directly from QBO with the higher amount. So I go back in QBO and 2 of my billables have been removed from the invoice (see screenshot). I did not remove them. This has happened to about 8 invoices at this point. Luckily, in this case, the client paid the correct amount.

I appreciate you getting back to the thread with an update about your concern, Lindsay. I understand the urgency of getting this resolved.
 

Please know that we'll escalate your case to our Next Level Help team. They'll review your comments in the Community as well as review your recent cases with our support team. You can expect to be contacted by an expert within 1 to 2 business days.
 

Please be assured that we're here to help. I encourage you to reach out to the Community again if anything comes up, Lindsay.
 

Still no response from said "next level" support.