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I'm thoroughly frustrated with the Quickbooks online support team. I recently got a notice from the IRS requesting my expense details for year 2017. I went to Quickbook online and found that all transactions (categorized or not categorized) are missing from 5/01/2017 - 12/31/2017. It's not just my bank accounts either. It includes, Wells Fargo saving, personal, business as well as my business Amex and business PayPal accounts. I've checked through all other data from 2015-current and there are no other missing blocks of transactions.
I contacted Quickbooks support almost a month ago today and reported the issue. I was told to re-import the transactions, which of course, I've already tried but data from 2017 is not available from Wells Fargo, Paypal, or Amex. After 2 hours of wrangling and being told that I was crazy and this is a bank issue. not Quickbooks, I was then notified that this problem had recently been reported by other customers and that it had been resolved in all cases. I was told to wait for an email from the backend bank team. That was 3 weeks ago.
I contacted Quickbooks support last Monday and had to explain the issue twice more (1.5 hours) and again I was told that someone will call me back within 1 business day. That was a week ago.
Today, I contacted support again and was told there is nothing they can do. That I needed to wait for bank support team to contact me. I asked to speak to a supervisor and I was told that I can't be connected to on on chat support. That I needed to call the support number.The first 3 calls after waiting on hold for 15-25 mins I was disconnected. On my 4th call which I'm still on, I was connected to someone who I had to again explain the who situation again (even though there are 4 open case numbers) and i was told "No problem I will connect you with the right department.". So now, after waiting 56 minutes on hold, I was just disconnected for a 4th time. UNBELIEVABLE and UNACCEPTABLE.
WHERE THE HECK IS MY DATA???? Why the heck can't I reach someone who can help me?
UPDATE: I called back and was routed to someone in Self Employed. Obviously, not where I needed to be. She tells me that I should not be calling general support number 800-446-8848. Instead I should be calling Quickbooks Online support direct. She gives me the number 800-488-7330. I call that number and the recording states that if I want support, I need to go back and do it through the online console. UNREAL!!! Who trains these support people?? I can't even believe how horrible this situations is. I'm being spun in circles at my expense.
UPDATE: I called back, reached someone in Quickbooks Online support for after 21 mins of waiting. She put me on hold to "research my account" and, again, she disconnected me!!! HOLY CRAP is there some serious incompetence with working the phone system at Quickbooks.
Thank you for coming to the Community and sharing your experience with us here. I was able to take a look at your cases and can understand your frustration.
I noticed you were in communication with one of our agents recently, who I was also able to chat with. While the investigation is ongoing, unfortunately, it'll be a manual process to get those transactions into your account. This is because our banking apps only sync 90 days worth of transactions, so it's not possible to go back to the dates you are missing.
I sincerely wish there was another option I could offer you, but please know we take these experiences to heart and will make sure your communication with Support, both good and bad, doesn't go unnoticed. Thank you for your time.
That's interesting because your supervisor seems to have a different response:
"This is Sherwin, one of the Supervisor of Intuit QuickBooks, I am sending you this email to confirm that with our deepest intent to resolve the issue you are experiencing right now, we have attached your account to the list of affected users under INV-XXXXX and would therefore be worked on by our product engineers from this point onward. Though a turnaround time cannot be declared yet, please be assured that resolving this matter for you is our top priority."
This just furthers my notion that the support system at Intuit is broke since it doesn't look like any of you actually communicate with each other.
In addition, it sounds really easy when you say "it'll be a manual process to get those transactions into your account." I have 6 accounts attached to Quickbooks Online and we are missing 9 months of transactions from each of them. That's about 800 transactions total. How about I send you all the paper statements and you spend the next week manually entering all of the transactions into Quickbook for me? Or how about Quickbook compensates me for about $1000 worth of my time to sit here and manually renter all of these transactions. In fact, I'm not hearing anything from anyone on how Quickbook is planning to make this right. Ideally,I would like you to just recover the transactions from backup like they should have been stored in the first place. Which brings up another really big question --- Why the heck don't you keep backups of your customers data for which you are entrusted to preserve? By IRS standard the data needs to be kept for 6 years.
Finally, how the heck should I even trust Quickbooks with my data going further? Since all of your "bank engineers" can't seem to figure out what happened, how do we know this won't happen all over again?
This is a mess of monumental proportions. Someone is going to need to take some serious action against Quickbook for what you have done to keep this from happening to many others.
JG
Just a another note - I just got off the phone with Wells Fargo's Quickbooks support team. They have now officially stated that there is no way to get any bank transactions electronically from later than 18 months. The only thing I can do is download the PDF bank statements from 2017 and manually renter every transaction again. So that's 4 accounts with Wells Fargo that I need to manually renter. I will assume the same will hold true for American Express and PayPal which are the other 2 accounts of data you've lost.
How is Quickbooks going to compensate me and all the other customers for this issue?
@joegold100 I completely understand your frustration and I want you to feel heard by us here in the Community. What I can do is have someone take another look at your account/cases and if they need to ask you any questions, they'll reach out to you directly. I'll make sure to include details you've shared with us so that the person is fully up to speed.
Thank you again for your patience.
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