How do I speak to someone about an ongoing case number

I know how important every penny is for us, @Toni T. And I’m here to make sure these funds will be taken care of.  

Any account-related concerns like refunds are handled by our Payment support team. To get your 399.80 settled and processed to the right account, it would be best to contact our team once more.

You can provide the case number to the representative. This way, our expert can update you about its progress and perform other steps to resolve it if need be. You can also ask for a higher-level support during your conversation if necessary.

Before that, please check our support hours so you can connect with us quickly and at a time convenient to you. Then, follow the instructions below:

1. Open QuickBooks.
2. Go to Help, then select QuickBooks Desktop Help.
3. Select Contact Us.
4. Give a brief description of your issue, then press Continue.
5. Choose a way to connect with us:
   • Start a messaging
   • Get a callback

Here’s a guide that contains several topics and tips to manage your Payments account and its processing: QuickBooks Payments FAQ.

Don’t hesitate to leave a message if you have any other questions or concerns besides this case. I’ll be here to help. Take care!

Hi Madelyn,

With all due respect I have tried to go this route. After spending sometimes an hour on the chat or the phone I never have a resolution. This last time I received a case number because I respectfully asked for someone in the payments department to show me proof that the refund was received by my account. I feel like a dog chasing its tail!

I am asked the same questions every time to no avail. I am beyond frustrated. 

It is an incredibly frustrating situation, and I'd like to do all I can to help resolve it for you, Toni T.

I saw you mentioned that the refund was sent to an old/closed account. In some cases, banks will still accept the refund and then issue a check to the account holder instead of bouncing it back to the issuer of the refund.

Have you already spoken with the bank about that old account? They may be able to provide additional details on how to receive those funds. If they are unable to find a record of the refund, please let me know here, and I will see what else we can do on our end.