How do i file a complaint about poor customer service?

This isn't the impression we want to leave you with, cc0nklin.

I'd like to make sure that all of your concerns are addressed properly. May I know what help you do need with your QuickBooks Self-Employed account? You can add more details by leaving a reply below.

If you need to discuss any sensitive information, I recommend contacting our Customer Care Team again. They can pull up your account and review any of your open request.

Here are the steps:

1. Sign in to your QuickBooks Self-Employed account.
2. Click the Assistant link located in the upper right-hand corner.
3. Enter Talk to a human and then I still need a human to see the Message an agent or Get a callback option.

You can also visit our general help topics page. Just type your concern in the search field and this page will route you to the related help articles, Community discussions, video tutorials and more.

Thanks for coming to the Community, I'll be standing by for your response. Stay safe.

I'm trying to get a customer service representative to answer a question.  I tried 2 callbacks and a chat session and no one answered.  My calls ended and no one responded to the chat even though it said someone was there.

@cc0nklin  Sadly, there is no way to really file a complaint.  QB doesn't care about it's customers. That's why their "Customer service" is so bad.  

The only option is to file a complaint with BBB. 

But you can always ask your question here.  Maybe someone will be of help. 

Good luck. 

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@cc0nklin wrote:

I'm trying to get a customer service representative to answer a question.  

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@cc0nklin 

What question?

The Chat function is either not functioning through QuickBooks Desktop or your team refuses to engage.  9 minutes and no response.  Cutting costs without appropriate training for the support team leaves customers in a bad position and in a position to look at the new Oracle solution.

I appreciate you for letting us know about your experience with the support. wambat53.

We strive to provide excellent customer service and deliver customer satisfaction at all times. This is something Intuit doesn't want you to come across in your future interactions. That said, may I know what are you trying to achieve? I'd appreciate any additional details that you can provide and I'd be happy to find a solution for it.

For now, let me share these easy-to-access articles, webinars, and video tutorials that will help you in familiarizing the different tasks, features, and functions of QBO. Below are the following:

• All QuickBooks Tutorials.​
• QuickBooks Webinars.
• Help Articles.

However, if you wish to get in touch with the previous agent, you can set them a request for a callback. The availability of support depends on which type of subscription you're using. 

You can check out this article for our contact information. Click on the QuickBooks Online drop-down to see the most updated support schedule: Support hours and types.

Let me know if you need more help. I'm always happy to lend a hand. Wishing you the best of luck!

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@wambat53 wrote:

in a position to look at the new Oracle solution.

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@wambat53 

Which solution?

I am waiting after an hour on the phone for the agent to ask permission for me to talk to a supervisor! What kind of company limits heariing about what dissatisfies customers. No quality improvement efforts here. It all started early Dec when my customer entered a payment but it was set up by my bookkeeper to go to a closed account. I immediately informed QBO, was assured funds would be returned to QB. I later confirmed the funds were returned to QB and they would be released less some fees. They never showed up. I called again to find out that QB had again tried to return the funds to the wrong bank x3 and then returned the funds to the customer! So now I am out my service fee plus have to pay QB their fee for this debacle. No I have to wait for a supervisor. I am incensed!! QB never bothered to try and contact me to verify when repeated returns occurred. Their agent reassured me the funds would be released which was not true. I see that QB could not care less about customer service or quality improvement. I will be researching other services. This is horrible. And then I find there is no 'formal complaint mechanism' other than to vent on a community message board. How pathetic does it get? The consumer appears to merely be tolerated so long as we feed the Intuit machine.

I have just learned my place on the hamster wheel with regard to Intuit and it is a hard fact to accept. I have never seen a company so walled off from its customers. Even Progresso Soup will email you back when you have an issue. M

Hello, 

Did you find out how to file a complaint with your customer service?  I have spent over 30 hours on the phone with no resolutions.  Just people that say they do not have anyway to fix my issues.  

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@etanyram wrote:

So now I am out my service fee plus have to pay QB their fee for this debacle. I will be researching other services. 

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@etanyram 

Consider having a 3rd party merchant service to integrate with your QBO account.

@UVF 

Any specific concern?

Hello, UVF.

I understand how important it is to have the best customer service experience and get accurate resolutions to your issues.

Before we start, can you give us a few details of your concern? This way, we can provide relevant information and specific troubleshooting steps to fix any your issues.

I've also added this link to our QuickBooks Support page for related post and articles to help you with your future tasks.

We've always value our customers suggestions and feedback. You're welcome to post here in the Community or click the Reply button below to add more details. I will make sure to check on your response. Have a wonderful day!

I switched from QuickBooks desktop to online and QuickBooks desktop continued to file my taxes even though they had no updated information to file them. I contacted them to correct it and they said they would.  They then billed me $350 to file an amendment.  1st of all they do not have the corrected information to file an amendment.  Second, I did not authorize them to file an amendment.  3rd, it was their fault to begin with.  They were not supposed to be filing my taxes anymore.  I had canceled my subscription with them!  Now I cannot get anyone to call me back and all I get from QuickBooks is reps that say there is nothing they can do about it.  

Appreciate the update, @UVF. I'll help make sure this is addressed timely.

Since your account is charged even if you already canceled the subscription, I still recommend contacting our Customer Care Support. This time, let our specialists know when your account is charged and the date you've canceled your subscription.

This way, it'll be addressed by the right department and resolve the amendment needed. I want to include that reaching out to our specialists online is best during business hours, 6 AM-6 PM PT Monday-Friday.

I'm adding this reference for tips and guides to utilize in preparation for the coming year-end: Complete Certain Tasks in QuickBooks to Prepare for the New Fiscal or Calendar Year.

Let me know in the comments below if you've got questions about your taxes and forms. I'll be here ready to lend a helping hand. Take care always!

run into a major issue with the company, which I am unable to resolve for over 28 days now. 

I have invoiced two of my clients for the services I provided using Quickbooks. Total amount of payment was $10,150 on August 31st and September 1st.

I am unable to receive the money from Quickbooks to my business checking account. The services were already provided to my clients. 

There was an issue with two merchant IDs: My clients were invoiced and charged by Quickbooks using one merchant ID. Quickbooks allowed me to invoice the patients using this merchant ID number although there was no bank information linked to it at that time. 

When I attempted to move the money to my bank account I was unable to do so. Subsequently another merchant ID was created by Quickbooks staff member with my business bank account linked to it (ID.

Two merchant ID's were then `merged" after calling Quickbooks support line multiple times (this is what I was told). 

After over 8 hrs of being on the phone with your representatives and multiple promises to get a phone call from the manager, I found out that the first merchant ID was closed.

I received an email today stating that the money will be released back to my clients within 48 hrs if I do not confirm the bank account for an old merchant ID, which was already closed by Quickbooks. 

I am still unable to receive my payments for services I already provided. Quickbooks is holding my funds without any hope for resolution of this problem. 

There is no way for me to collect the payments again from my clients since the services were already provided and the clients moved on to live their lives. 

It was a nightmare for me to deal with quickbooks customer service without getting any help. 

I never signed up for quickbooks checking but automatically all my invoice payments went in a quickbooks checking account that I can't use in the real world. I now have to wait for 3-5 days to use the funds that quickbooks has been holding which I find FBCS! Does anyone know of any other business software that's not filled with BS?

Same thing happened to me. Was on the phone for over an hour waiting for the supervisor to give her the go to transfer me. Asked multiple times if she was still there. She would say, yes I’m still here. I had to ask her for an update while I sit in silence. She then tells me that they will call me back. I thought you were gonna transfer me? She says, oh we can’t do that, they don’t have a direct line they will call you. So I sit in silence for another 20mins. I ask her again if she is there and she says, yes I’m here, you didn’t get a call yet? I say nope. She says, it’s because we’re connected on the phone now, you have to hang up and then they will call you. I was not born yesterday… anyone can call anytime even if their on one phone with someone else. I stand my ground, then I get a call. Just for him to tell me I have to pay for a whole new system and that he can’t help me. Quickbooks is a scam. I got scammed. 

@Marie7782 

I have to pay for a whole new system and that he can’t help me.

What is your situation? Why did they ask you to pay a new system?

I have called the customer service line 7 times in the past 45 days to get help addressing software issues with Quickbooks inline.  After the recent upgrade the spreadsheets in the chart of accounts and the routing of the taxes in the chart of accounts and payroll taxes are all wrong.  It is a software issue that I cannot resolve.  

I finally spoke with a supervisor in case 15127093177 that she would call me back at 3pm today with a software engineer to help address the issue.  I did not receive a call and I am still waiting.  HELP!  I want to speak with her.

The time you've spent contacting our live representatives is valued, Steve. Your patience is greatly appreciated during this process. Rest assured, I am here to assist and ensure you can connect with her.

Here in the QuickBooks Community space, we always strive to address all of our customer's concerns. However, due to the public nature of this forum, we cannot access your account information for security reasons.
 

With this, you'll need to contact our live support team again to ensure that your request is handled efficiently. When you do, please provide them with your case number. This information is crucial, as it allows our live representatives to quickly access your account details and understand the context of your inquiry.
 

By providing your case number, our team will be able to escalate your request directly to the supervisor you previously spoke with.  
 

For additional information on managing accounts in QuickBooks Online, refer to the following articles:

• Managing default and special accounts in your Chart of Accounts (COA)
• Deleting an account on your Chart of Accounts

We're always available around the clock if you have further inquiries about managing your Chart of Accounts or other QuickBooks-related topics. The Community is just one click away.