Intuit has charged my credit card for something I didn't buy, and I can't get ahold of a person. How do I email them directly?

An active subscription might have renewed automatically, heather-immoor. 

We currently don't have an email support channel for QuickBooks Online US. You can reach out to our phone support for us to check the details of the charge. They'll ask for your account details, review the transaction,  and make sure this is taken care of.

Here's how: 

1. Go to this link: https://quickbooks.intuit.com/community/Getting-Started/Get-help-with-QuickBooks-Online/m-p/185932.
2. Scroll down to the Connect with a QuickBooks Expert section. 

You can always ask questions in the QuickBooks Community if you need more help. See you around.

Hello-

I have charges on my credit card for a payroll subscription I did not sign-up for.  I am now on my 8th phone call to try and get the charges refunded.  I have spent approximately 2 hours on the phone so far being transferred to various people.  So frustrated...

On my 8th phone call they finally came through and reversed the charges.  I will never get the time I put into this back but glad they finally refunded the money.

Quickbooks has been charging me for some time for a subscription level I didn't request.  I didn't authorize Quickbooks to debit my credit card for the additional amount.  After hours of trying to connect and then talk with someone, she was a third party contractor for Quickbooks and had no answers and could not connect me to anyone at quickbooks who could. A waste of so much time.  I just make a few invoices a month and my husband pays the credit card Quickbooks is billed to, so I didn't know they changed the billed amount.  I want to know who authorized Quickbooks to debit my credit card the increased price?

I have checked every email received from quickbooks with none addressing change of subscription or cost.

Greetings, @stoverwoods. 

This isn't the impression I want to leave you with. It's my priority that we get a better understanding of why you're being charged more on your subscription than usual. 

Since we'll need further information about your account, I advise you to contact our Customer Support Team again. However, I'll give you the best steps so that you're able to get in touch with them as soon as possible. Don't worry. It's a simple process. Here's how: 

1. Go to the Help menu. 
2. Pick the QuickBooks Desktop Help option. 
3. Click the Contact Us hyperlink at the bottom of the pop-up page. 
4. Give a brief description of the problem (Charge for subscription on credit card) and hit Let's Talk or Continue. 
5. Scroll down and choose to Get a callback. 

Afterward, you'll receive an estimated time of when they'll contact you. 

Let me know how the call goes. I want to make sure all of your concerns are addressed and this gets taken care of. I'm always here to lend a helping hand. Wishing you and your business continued success!

Beware!  We were charged 86.60 for Mint and didn't sign up for it.  Mint told us they are free so if there is a charge to contact Quickbooks.  We contacted Quickbooks and they say they didn't do it and to contact Mint for a refund.  They will just give you the run around and not solve the problem or issue a refund.  Total crap.  Spent hours trying to get this resolved and I still don't have my money back

I'm having the same problem as many others:  Unauthorized charges on my credit card and NO WAY TO CONTACT Quickbooks.  Chat sends you to an online process that does NOT work, find any phone number and it's a robo that sends you back to the bogus online process. Robo says "We'll send you a link to the refund request process" - still nothing.  Spent 20 minutes yesterday and 45 minutes today to get exactly nowhere. This is shaping up to be nothing but theft by Quickbooks.  

IF YOU'RE CONSIDERING QB, DON'T DO IT!  You'll never get resolution.  It wasn't this way in the beginning.  I'm canceling my service entirely.  All QB really needs to do is have people answering a well-posted phone number.  Instead, they waste the time of small business owners.

Why are you billing me for something I have never asked for and don't use. Can you please have someone call me to get this taken care of.

I'm here to take care of your concern today, @RaceNHRA.

I need to gather enough resources to check the information about the charges you've received. For security reasons, I won't be able to display your information here in the Community forum. For the time being, I recommend reaching out to our Support Team for further assistance. A live agent can open your account securely and share with you some details about the charged amount.

To contact support:

1. Open QuickBooks.
2. Go to Help, then select QuickBooks Desktop Help.
3. Select Contact Us.
4. Enter a brief description of your issue, then select Let's talk and then choose a way to connect.

For additional tips about handling your subscriptions and services in QuickBooks Desktop, you can open these links:

• Find your QuickBooks Desktop billing history
• Manage your QuickBooks Desktop subscriptions and services

If you have any other questions about the charges you've received, let me know by adding a comment below. I'm always here to help. Have a good one!

I can tell you that I have spent at least 6 hours trying to get several months of charges back for an account I never created or ordered. This is obviously a problem that Quickbooks is aware of and I am thinking of a class action lawsuit. This is ridiculous. It should be just as easy to contact Quickbooks to reverse stolen credit card charges as it is for the thieves to create an account with that stolen credit card information. 

I am so frustrated right now. I have several hundred dollars in charges and my bank won't even help.

Good afternoon, @Denamarieg. We take account security seriously and have the highest standards when keeping our customer's information safe. Please look out for a Private Message from me so I can get the information I need to look into this further. 

Thank you so much for your patience.

Hmmm, I never got that private message.

@Denamarieg I sent you a private message right after my post, if you click on your profile there should be a tab for Messages. I'll send you another one and see if you get it.

Also feel free to click on my username, and message me from your end and we can continue the conversation there!

Same thing happened to me. I cancelled my subscription after my billing date of 9/4/2021. I got confirmation it was cancelled online. Then on 11/3 I noticed a bank charge for $120.23. Called the customer service number went through all the prompts (several minutes) and it said "you must log into your account and request help - goodbye" and hung up. Then I called again and got someone and they said they looked up my account but they were not the right department they were going to schedule a call back from the correct department. I got a call back, they asked a lot of questions, verification, company ID etc. Then they said they were also not the right department. That I had to use the chat feature. I started on this at 6:30 AM it's now 8:24 and I'm STILL on chat with support after 48 minutes. When I log onto my account to see my subscription status it says "We're sorry but there is a problem on our end we cannot update your subscription status at this time.  They said they would make sure it was properly cancelled and issue a refund when I first started chatting with them but now they're asking me stuff like "what browser did you use? maybe you didn't cancel it correctly? did you use chat or online? Why do you want to cancel? Keep in mind I was billed with no receipt, no email as to what the charge is for...just basically stole money from my bank account that I happened to notice. Ah nice...now he's saying we don't have a charge for you in that amount. Even though my bank statement has Intuit 1-844 .....and the dollar amount. Well signing off for now looks like it will be another couple hours before they can solve this. 

I’m with you on that because the same thing is going on with me

$1000 dollars in services I didnt request after a free consultation for their cleanup service. Specified I would get back to them about whether to proceed forward. Suddenly got charges for three services that I never asked for. Getting ring around responses to my refund requests that I was outside of the 60day guarantee for refund and reassigning my case, reason for refund, as "no longer wants" when I submitted under "other - never requested this service"; or "you should reach out to your assigned account for your refund." Please just process my refunds.

Hi cpmarsh10418!

Welcome to QuickBooks Community. Let me share some details about refunds.

As much as I want to process the refund, please note that QuickBooks Community is a public forum and we don't have the tools needed for security reasons. I suggest you reach out to our Support Team so they can further check it and process a refund if applicable.

1. Go to Help, then select QuickBooks Desktop Help.
2. Select Contact Us.
3. Enter "Refund", select Let's talk and then choose a way to connect.

I also included these articles to help you in managing your subscription details:

• Find your QuickBooks Desktop billing history
• Manage your QuickBooks Desktop subscriptions and services

I'm only a post away if you have more questions. Wishing you all the best!

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@cpmarsh10418 wrote:

$1000 dollars in services I didnt request after a free consultation for their cleanup service. 

---

@cpmarsh10418 

Did you talk to Support about the cleanup service? Afaik, they don't offer such service. You should contact your credit card provider to void the transactions.

Able to work out 50% of the refund with a representative. She hung on the phone with me for an hour and a half to get it partially straightened out. Will need to check in about the other half another day.

They do provide a one time cleanup fee $500. I was able to get everything except this resolved. Will need to follow ip tomorrow.

Intuit has charged my credit card $4016 fraudulently.  I called the business.  The account was set up yesterday. Shortly after the charge was made.  The business doesn't even use intuit and didn't make the charge. Apparently someone set up a fraudulent account in their name. The charge was made without the required security code!

i have shut down my credit card but trying to navigate this mess is crazy and, of course quickbook intuit is a joke! Any advice?

@LDPITBULL1   Sadly, all you can do is reach out to your bank and hope they can get the money back for you.  Intuit won't do anything.  

You can also report fraud to Intuit (Which I still don't think does any good).  I think how you go about the depends on which QB product you have. 

You can also make a report against QB and the ones that made the charge by using the link below.   

https://reportfraud.ftc.gov/#/

Good Luck.