The Bill Pay Department support team is the worst!
On August 20, 2024, we were finally able to resubscribe to our Bill Pay Premium account, but on August 30, 2024, we were unable to process any ACH Vendor Payments using the "Bill Pay Premium" subscription. It failed to work without any explanation or error messages.
On August 30, 2024, I spoke to a Bill Pay Department Support Rep Rasseanne CASE #15123073024 who contacted Tier 2 that stated the link between QuickBooks Online and Bill Pay had to be reset. So, they reset it stating it would work 24 hours later.
On September 3, 2024, the Bill Pay Premium subscription failed to work again. The Bill Pay Department Support Rep Bell I spoke to on this day, stated the same thing. The link between QBO and Bill Pay wasn't reset on August 30, 2024, so Tier 2 reset it. The Rep stated it would work after 3 p.m. EST.
On September 4, 2024, the Bill Pay Premium subscription failed to work again. I had the misfortune of dealing with two very unprofessional, hostile and terrible Bill Pay Department support reps: One named Virginia (She hung up the phone refusing to provide a CASE #) and Gabriel/CASE #1512327115. They both changed the reason for the Bill Pay Premium's failure to work. Virginia called the Reps I spoke with on August 30, 2024, and September 3, 2024, both liars, then changed her story by insinuating that I was lying. Gabriel demonstrated the typical QuickBooks Online Business Mantra I've experienced of "if you don't like the way we operate, then leave, because the customer doesn't matter!"
The new story as of 09/04/24 was due to a ACH Bill Pay Premium Limit that neither Rep would provide. Both of the Reps threaten to hang up the phone, because I asked for the ACH Bill Pay Premium limit, with one of them hanging up the phone. The other I ended the call as he refused to provide the "mysterious" ACH Bill Pay Premium limit. I asked both Reps if there was someone I could contact to request a ACH Bill Pay limit increase similar to our payroll, but neither Rep would help threatening they will end the call as it was unproductive to continue discussing this matter with me.
Unless Intuit can provide the ACH Bill Pay limit, then how can any Business manage their finances properly. It's absurd, frightening and unscrupulous that Intuit who has 85% of the accounting software market would issue an imaginary credit limit without providing this information to the customer, while charging the monthly subscription payment.
I have put alot of effort into moving our 24 year old company from another software platform to QuickBooks Online, but unless QuickBooks does something to rectify this serious issue, then I am recommending we return to our old platform and close all QuickBooks Online accounts.
I recommend anyone considering using QuickBooks Online, DON'T MOVE OR USE QUICKBOOKS ONLINE!
Finally, I was going to upgrade to Bill Pay Elite, but after this experience I have cancelled our Bill Pay Premium account. I will NEVER recommend it be reopened!
CHRONOLOGICAL LIST OF EVENTS THAT LED TO CANCELLING THE BILL PAY SUBSCRIPTION:
08/12/24 @ 2:26 p.m. - DEBRA CASE #15122189722
PROBLEM: ACH Bill Pays were scheduled for payment on 08/09/24, however all recipients reported Intuit notified them the payment would not happen until 08/16/24.
SOLUTION: Support Rep got Merchant Center Services and Bill Pay confused. Screamed at me on the phone that she couldn’t discuss anything with me. I tried to explain the difference between Merchant Center Services and Bill Pay, but she got louder, nasty and refused to discuss with me. I requested a Supervisor to discuss. Blake the Supervisor picked up the line, apologized for her behavior. Blake credited the full purchase price of $877.50 for all the problems with Customer Support. Transferred me to another Support Rep: HANNAH CASE #15122193337 .
SOLUTION: Hannah placed me on hold for 1 hour for a Tier 2 department that stated our Bill Pay account is on probation. Until we are removed from Probation, that Intuit will determine when our Vendors ACH payments are made instead of us designating the payment date. This is a HUGE red flag for our company as the funds for our ACH are taken from our accounts when we determine, not QuickBooks' ACH provider. We shouldn't be on any "probation" status as we haven't and can't bounce any ACH Vendor Bill Payments as all ACH funds are taken from our bank accounts by QuickBooks' ACH provider BEFORE any payments are transmitted to Vendors. AGAIN, this is another HUGE red flag.
08/16/24 @ 6:54 p.m. KIM CASE #15122460318
PROBLEM: Received email that Intuit closed the Merchant Services and Bill Pay account without any explanation. 1st Support rep from out of the country stated the accounts were closed due to suspicious activity on our part. Then he told me I had to contact Sales to reactivate our account. I knew this was wrong, so I hung up and requested a new Support Call.
PROBLEM: 2nd Support rep stated the 1st Support rep was wrong. She is looking into what is going on with Tier 2 assistance.
SOLUTION: Both Rep and Tier 2 could not find why the account was deactivated. They theorized it was closed in error. Submitted escalation to reopen account(s).
08/19/124 JUNE CASE #15122489605
PROBLEM: Called to followup on status of Merchant Services and Bill Pay reactivation support issue. She lied by stating I wasn’t authorized on the account. Argued for 30 minutes as a tactic to avoid addressing the closure of the Merchant Services account.
SOLUTION: Refused to provide support. After 30 minutes, I hung up the phone and requested new support reps through QBO.
08/19/24 AL CASE #15122495336
PROBLEM: Called to followup on status of Merchant Services and Bill Payment reactivation support issue.
SOLUTION: Support Rep implied someone accessed our account from Intuit on three (3) separate Logins on 08/17/24-5:30 A.M. & 12:59 P.M. & 1:15 P.M. He couldn’t provide a name. However, Merchant Services account reactivated at 11:50 a.m. on 08/19/24 while on this support call. Bill Pay Premium was not reactivated. He instructed me to wait 24 to 48 hours, then reactivate the subscription.
08/21/24: MICHELE CASE #15122624119
PROBLEM: Waited 48 hours to reactivate the Bill Pay Premium subscription, but was denied by QB. Denial message stated: “QuickBooks Bill Pay isn’t available for your business
This may change in the future, but right now you’re not eligible to use Bill Pay.”
SOLUTION: “Unable to resolve problem and escalated to a secret department that can fix the problem that doesn’t receive calls,”
08/22/24: SARAH CASE #15122702902 JOHN VINCENT CASE
PROBLEM: Unable to reactivate Bill Pay Premium.
SOLUTION: Sarah transferred me to the Foreign Support Department, John. John falsely stated the accounts were closed due to suspicious activity on our part. He refused to provide support to justify this claim, so I told him unless he can provide documentation to support this false claim, then I will disconnect this call.
08/22/24: JAMA CASE #15122724240
PROBLEM: Unable to reactivate Bill Pay Premium.
SOLUTION: Support Rep opened CASE #’s 15122624119 & 15122710847 requesting the Bill Pay Premium be re-opened.
08/30/24: ROY CASE #15122724240
PROBLEM: Bill Pay not working.
SOLUTION: Instead of providing assistance, this Support Rep decided to arguing with me about the support he could provide. He stated that I should have used the “Help” function inside Online to request assistance, but I told him that the “Contact Us” button disappeared, he stated I didn’t know what I was doing. I initiated a “SmartLook” session to demonstrate the “Contact Us” button was missing, then he hung up the phone.
08/30/24: MARIA CASE #15123073024
PROBLEM: Bill Pay not working.
SOLUTION: When I asked if her name was “Maria” because her voice cutout, she responded “That’s what I said.”
08/30/24: RASSEANNE CASE #15123073024
PROBLEM: Bill Pay not working.
SOLUTION: Support Reg got Tier 2 involved, stating the link between Bill Pay and QuickBooks Online had to be reset. So,they reset the link and it would work after 24 hours.
09/03/24: BELL CASE #15123073024 -
Problem not fixed.
FOLLOWUP: Bell stated the link between Bill Pay and QBO has not be reset. Tier 2 should have it fixed by 3 p.m. EST today
09/04/24: Problem not fixed.
FOLLOWUP: Support Rep tried to claim the problem has nothing to do with a “linking” issue, rather its due to the length of our account. After he kept arguing with me, I hung up the phone and called to speak to a new Rep.
FOLLOWUP: Support Rep Virginia. Spent 1 & ½ hours telling me one lie after another. She stated the previous Reps lied and that only she was providing the accurate information. She stated the Bill Pay Premium Subscription wasn’t working due to a monthly ACH Bill Pay limit that we reached. After explaining we haven’t been able to process any ACH Bill Pay Premium payments, she started arguing with me. She continued to argue with me after I asked for the monthly limit, which she stated, her nor anyone else including Tier 2, would provide that information. She hung up the phone on me without fixing the problem with Bill Pay Premium not working.
FOLLOWUP: Support Rep Gabriel. Toted the QuickBooks Online company policy of “if you don’t like the way we operate or how rude and nasty we operate, then leave, because the customer doesn’t matter!” He restated Bill Pay wasn’t working was due to reaching an ACH Monthly Bill Pay limit. He refused to provide the ACH Bill Pay limit and made it clear no one at QuickBooks would provide that information. It didn’t matter that it was impacting our business operations. All that mattered is this phone call had better be productive or he will hang up the phone. I ended the call as he was unable and unwilling to resolve the problem with Bill Pay Premium not working.
