Our account was taken over by hackers on 8/22/24 Once they were in QB they changed the password, telephone number and the linked bank account. They created invoices using 2 of our customers taking a total of $5000.00. We became aware of the incident at 8:00 p.m CST. We could not change the password or get into our account. Thank goodness we had access by face recognition on the iPhone so we were able to change the password and all the other information.
Issue #1 - We contacted QB that evening only to learn there is no support to report this after hours. Why would you not have cyber security support for QB online??? Had we not been able to change our password we would have been taken for much more.
Issue #2 - We contacted QB support on 8/23/24 only to be advised they would have to deactivate our account to further research. As we were talking to the initial rep we were advised our account did not appear to have any transactions going through. Told us we would have notification sent to us within 48 business hours. Sigh of relief so we thought...Did not happen and it took 3 follow up phone calls with numerous agents and 2 different case numbers. We did not have access to our account for 7 business day. The email we received saying our account was ready was extremely misleading and had to do with payroll but we were told that was the notification. Really....
Issue #3 - We contacted our bank on 9/3/24 when we saw the $5000 got withdrawn from our account on 8/28/24 which we did not identify until we reconciled our bank account with QB. Keep in mind we didn't have access to our QB account for 7 days. The bank opened up a fraud case and said they would be in contact with Intuit/QB to try and retrieve our funds. Got notified today (9/24/24) QB Merchant department said they would not because we did not sign up for Payment Dispute Protection.
Issue #4 - When we signed up on QB Online, we had a representative walk us through the sign on process. We are a new company and did not have the experience to ask perhaps the right questions at the time. We heavily relied on QB reps expertise to help with this. THEY NEVER ONCE MENTIONED THIS COVERAGE!
Issue #5 - I tried escalating this issue today and if you ask for a supervisor, the scripting of the reps was this decision has been made and case is closed, no refund on $5000.00 YOU CAN NEVER NEVER TALK TO MANAGEMENT. WHY IS THAT?????
Issue #6 - INTUIT has millions of users but they DO NOT MAKE RIGHT BY THEIR USERS. MY QUESTION IS IF THIS IS THE BEST ACCOUNTING SOFTWARE, WHY DID THIS HAPPEN IN THE FIRST PLACE. WHERE IS YOUR CYBERSECURITY TECHNOLOGY? I have researched on the internet to learn this has been happening since 2021. Why is it nothing has changed??? Management please explain!
I would welcome a call or email from upper management to get some answers and resolution on this situation. I would kindly share feedback on my experience dealing with QB reps in the last 9 months on other issues and for lack of knowledge the representatives we have to talk to have. Not to mention the many hours at a time I have had to talk with them. This last incident lasted for 3 hours just to get my account activated.
To say I am not only frustrated I am pretty angry QB will not make good on this incident is an understatement. This company make millions of dollars and why is it they won't make good on this loss. Their reps told us our account was not affected. Explain this to me.... I am not done and will continue until I get hold of someone to get resolution.
