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alphamgt
Level 1

Formal Complaint

Quickbooks Desktop auto charged my credit card. After I received an email, I immediately went to "chat" with Quickbooks and asked if they can charge the amount (over U$1200) to my updated credit card information instead, so they do not get a chargeback bec of the incorrect credit card. Agent/assistant Blando joined the convo. I waited for 30 min for a reply, and the agent just left the chat without replying!!

9 hours later, I used the chat again and tried to reach out to another agent. This time, the agent's name was Von Darrel. He joined the chat, but like Blando, he did not reply. A few minutes later, I asked Von Darrel if he is still there. He replied, "checking on it". So I waited while he was checking on it. After waiting for about 30 min, I asked, "up to now?" He replied, "Yes". So I waited again. Then, he sent this msg "Since I haven't heard back from you in a while, I'll have to close this message to assist other customers......"  What the ????

Such lousy customer service!!!

Here's a copy of the chat:

Assistant 9:38 AM        Von Darrel has joined the chat

ME 9:39 AM                 I messaged this chat about 8 hours ago and did not get a response.
Agent's name was Blando.

Assistant 9:39 AM         Hello. Thank you for contacting Intuit QuickBooks Support! My name is Von Darrel V. How can I help you today?

ME 9:40 AM                  Quickbooks desktop auto charged to the wrong credit card. To avoid chargeback, please charge the updated credit card.

ME 9:40 AM                   I messaged this chat about 8 hours ago and did not get a response. Agent's name was Blando.

ME 9:42 AM hello?

ME 9:46 AM hello?

Assistant 9:48 AM          checking on it .

ME 10:16 AM                up to now?

Assistant 10:37 AM       Yes Jacqueline.
Since I haven't heard back from you in a while, I'll have to close this message to assist other customers. However, please try the steps provided as they should resolve your issue. If you have any questions or concerns, please message back so we can help you. Thank you again for contacting Intuit Support! Have a great day!



5 Comments 5
Rose-A
Moderator

Formal Complaint

Hi, alphamgt. I'm here to help ensure you're pointed in the right direction.

 

This isn't the kind of impression we'd like you to have when contacting our chat support.

 

I'd like to check this for you and get it taken care of myself. However, the QuickBooks Community is a public forum, therefore, we don't have available tools to update your credit card information.

 

I know you've already reached out to us. Nonetheless, I'd still suggest getting in touch with our QuickBooks Support. All account-related concerns need to be directed to our phone support for security purposes. You'll first have to review our support hours to ensure they can assist you on time.

 

Please be reminded that our Support Team is available from 6:00 AM until 6:00 PM on weekdays, and 6:00 AM till 3:00 PM  PT on Saturdays. Here's how to contact us:

 

  1. Go to: https://help.quickbooks.intuit.com/en_US/contact or https://quickbooks.intuit.com/learn-support/en-us/contact.
  2. Choose your QuickBooks Product.
  3. Select your QuickBooks version.
  4. Give a brief description of your issue and click Continue.
  5. Then choose a way to connect.

 

The following article is a good reference: Help Articles for QuickBooks Desktop. It contains more information on how to handle and manage your QuickBooks Online account.

 

I'm just a few clicks away if there's anything else you need. Have a great rest of your day!

alphamgt
Level 1

Formal Complaint

Thank you for getting back to me. I only posted this message so that you are aware of the kind of customer service we are getting. It's a formal complaint. Not looking to have my credit card issue resolved on this forum.

CM4080
Level 1

Formal Complaint

They apparently do not have any support for their product. I also went to Chat and Adrian L pretended not to see my chat saying I have not responded and eventually he disconnected after much text entered on my part.

Ernesto3
Level 1

Formal Complaint

This hasn't changed at all. "Ronald" said hi to me on 03.29.23 at 1:56pm and after I explained the issue I haven't heard back from him at all. It's already 2:31 pm.

 

We have some payments from our customers that we are not getting in our bank account! 

 

 

 

Rasa-LilaM
QuickBooks Team

Formal Complaint

Thank you for bringing this to our attention, Ernesto3.

 

I understand how essential it is for your company to have these funds deposited into your account as quickly as possible, especially in this current situation.

 

We typically deposit your first set of payments (sometimes referred to as a batch) within 5 business days. If you're a new user of QuickBooks Payments, your deposits will take a bit longer while we set up your account. For more in-depth information, you can go over this article: Find out when QuickBooks Payments deposits customer payments.

 

Regarding payments on hold, the following are common reasons why this happens: 

 

  1. Your payment processing exceeds the established maximum dollar amount expected on your account
  2. The transaction is processed after several authorization attempts and failures
  3. Certain transactions require verification of your business type to ensure it is compliant with the Intuit Acceptable Use Policy
  4. Our systems identify processing patterns that pose a risk to any of the parties involved: You, your customer, or to Intuit.

 

When you encounter this issue, log in to the Merchant Service Center and check the status of the customer payments from there. Here's an article that discusses in detail how to handle the following: Why are my funds on hold?

 

If it's already beyond the turnaround time, I suggest contacting our Payments Support Team for further assistance. I've added a link that contains a list of topics that will guide you on how to handle payments-related processes: QuickBooks Payments FAQ.

 

Reach out to me if you have other payment concerns or questions. I'd be delighted to respond to them. 

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