I need help. We have 8 transactions over a period of two days in September for a total of $18k+ that were deposited into an old QB account. We realized the error on 10/3 and reached out to Quickbooks right away to have the error corrected. We were told that QB had to open a "back room investigation" within the QuickBooks system and all we could do was wait. On 10/11 we called again the the representative "escalated" our issue and said I should have an email within a week with an update. No such emails have ever been forthcoming.
Fast forward almost 90 days, a multitude of phone calls, and as of this afternoon we are still in "investigation" but not we have to "re-escalate" it to make the process "much faster" because it has been so long the last escalation period has ended. This is absolutely beyond unacceptable!
The Payments team is not a fault, but neither are they helpful. They are a frontline barrier to nowhere that can only repeat to me that I have no options but to wait for the investigation to be over. I have asked repeatedly to speak to someone else, someone higher, someone with the "back room" team and I am denied all of these requests. I am at wits end and need some direction on how to actually escalate this issue and put some forward momentum on it.
