It is not the experience we want you to have while using the service.

Please know that we are submitting a formal complaint to the Payments management team on your behalf, documenting your experience. I also suggest contacting our QuickBooks Payments Support again because they are the best people to discuss these matters with you over the phone.

To speak with one of our experts from the Payments Support Team. Please follow the steps below to contact support:

1. Sign in to your QuickBooks Online company. Click Help (?).
2. Select either tab: Assistant or Talk to a Human.
3. Search or select Contact Us.
4. Start a chat with a support expert.

You can contact us from Mondays to Fridays, 6 AM to 6 PM PT, and Saturdays, 6 AM to 3 PM PT.

For detailed information, refer to this article: Contact Payments or Point of Sale Support.

I'll add these articles you can use in the future: 

• QuickBooks Payments FAQ.
• Take and process payments with QuickBooks Payments.

For additional QuickBooks-related concerns, don't hesitate to post them here in the Community. We're always available and willing to lend a hand to your queries. Have a great day ahead.

I have tried that already and spent an hour doing it yesterday and 15 minutes waiting on hold today. Yesterday I was told I would be getting a call back - that is what I expect. How can I convey my information to have a callback? The hold times are horrendous and contribute to why all of these people strongly dislike your customer service.

Now I am 50 minutes into a call and onto my third representative because no one knows how to fix my problem. This would be one of those amazing opportunities to prove everyone here wrong and actually provide customer service - have someone who knows what they are doing actually call me! 

On my 4th transfer, the person said I am in the wrong department - I am currently 1:06:05 into the call. This is why people dislike your customer service. I feel like you should compete for worst customer service against the IRS. 

I've emailed and now called twice, as my QBO will sometimes not refresh the transactions list when going from customer to customer.  It is becoming problematic, as it appears I'm looking at a certain customer, but the transaction list is the information from the previous customer I was looking at.  I have been hung up on TWICE in 30 minutes.  The first one was just as I was explaining the issue, the phone went dead.  Called back and the second person heard the issues, told me he would put me on hold, and I was on hold for 15 minutes when the lovely hold music stopped and it went dead again.  This is INSANE. Attached is a picture of the issue. 

I understand the urgency of getting this issue resolved, @tyler11.

This isn't the experience we want you to have. Getting this fixed is our top priority; rest assured this will be resolved.

Upon checking, we've found out that there's an ongoing investigation into this issue. To ensure that you are included in the list of affected users and receive updates about any possible solutions, we suggest that you contact our Customer Care Support Team.

Here's how:

1. Go to Help (?), then click Search.
2. Select Contact Us.
3. Please enter your question and tap Continue.
4. Choose a way to connect with a live support agent: Ask the community, Have us call you, or Chat with us.

Our team is looking into the issue of seeing some transactions from Customer A reflected on the transaction list for Customer B after switching between them in the Customer Center. With this, we're hoping to have updates soon.

Ensure to reach them during their available hours when contacting our support so they can address your concerns promptly.

For reference on adding, editing, deleting, or merging customers, you can visit this article: Add and manage customers in QuickBooks Online.

Please bear with us as we work on this. Keep me posted if you have questions or concerns about managing your customers in QuickBooks Online. I'll be around for you.

I just spent over an hour on the phone trying to figure out why my filing tab under taxes was not working. They told me several different things that I knew didn't make sense and didn't work. I asked to speak with someone in IT or higher up and was told no. They said that the only way to see the filing data I pay for was to now go through my accountant. They said that my user name was broken and there was nothing that could be done. I asked for my money back for the feature that didn't work and was told no because it works fine if you go through your accountant. I've been using filings for several years just fine. 

After the call I changed my username and email. Guess what? Still didn't work. That customer service person and their manager giving them directions sucks really bad!

This is the most incompetent customer service team I have ever encountered.   Just wasted over 35 minutes on a chat which resulted in nothing.  I am simply trying to get support on an error that is happening with posting a check.   Posting a check!  Not rocket science people.   Something that EVERYONE who uses QBO does.   But the genius I was chatting with kept asking me "to be clear, you are trying to post a check deposit?".  OMG.  Are you kidding?

30 minutes.   I am printing it out to show my client why we need to change to anything else.

I don't get it.

This is an excellent question—in fact, I found this page by typing this exact question into Google. It's both validating and disappointing to see so many others who share a similar experience with QuickBooks' customer service. 

I spent 4 hours on the phone with customer service yesterday without any resolution to my issue. The issue being: 

1. A few days after signing up for QuickBooks (bank accts linked the day I signed up), I receive an email from QuickBooks that says I am approved to begin using QB Checking and Payments (8/29, attachment page 1). Great! So, I invoice my client and they pay. 
2. Two days later, I receive an email that I need to verify my bank. The issue is that the bank account they refer to in the email is not a bank account associated with me, neither the bank itself nor the account number. I believe they have somehow mixed up my information with someone else (8/31, attachment page 2 and 3).
3. Suddenly, my account is on hold (attachment page 4). Except, I never receive an email or any form of communication from QB alerting me of this or explaining why, offering resolutions/next steps, nothing. It's now up to me to reach out to them. 
4. I find out from customer service (the 4th day I talk to someone, not the 1st, 2nd, or 3rd) that apparently my Payments account has been cancelled. Again, no notice, explanation, or next steps. 

I have spoken with QB customer service various times over the last couple weeks, and no one seems to be able to give me an answer. One person "escalated" the claim, but another person said it was "ineligible" for escalation. 

Yesterday, the two people I spoke with kept repeating the same information over and over, I assume reading from a script. "It was cancelled because of a business decision." "It could be because of a chargeback or ACH risk." No one was able to give me a clear answer. I run a digital content writing and editing business and have good credit, and my client did not dispute the payment (they have also been using QB for years), so I have no idea what caused the sudden cancellation. 

After going over the situation with the Customer Service agent and showing her all this information, she agrees that it was likely cancelled because the bank information they referred to in their email didn't match up with the bank information I provided. QB literally cancelled my Payments account because of a technical error on their end! And yet she says there is nothing that can be done about it, a decision has already been made. No appeal, no trying to reach out to them to alert them of their error, nothing.

And now they are holding over $2k of payments that my client paid because they are "in review." As you can imagine, this is quite infuriating. Neither myself nor my client can access this money. The only options offered from QB was for my client to dispute it with their bank, or to wait for them to review the payment (50-60 business days). Not to mention they allowed my client to make this payment after they "apparently" decided to close my Payments account. How is that legal? When neither myself nor my client are notified that the Payments account was closed, why would they allow a payment to go through? Why wouldn't they notify anyone?! And now I'm afraid to cancel my subscription until this is resolved, which means I'll have to keep paying for a subscription while they "review" (hold/steal) money from my small business. 

I truly cannot believe that such a large, well-known business is operating this way. How has Intuit/QuickBooks not been investigated for these business practices? 

I am most disappointed by the lack of care, concern, and resolution. The customer support team basically threw a bunch of scripted responses at me and offered no solution. They did not offer to reach out to any of the teams who might be able to review the technical issues or mistakes that caused my account to be closed. They did not offer an appeal. And when I asked for a refund for my QuickBooks subscription, she said I wasn't eligible! The bare minimum she could have done was offer a refund on my subscription because of the experience, and she wouldn't even do that. I would never recommend QuickBooks to anyone after this awful experience. Terrible customer service. Horrible ethics. Rotten company.

I have spent close to 4 hours on the phone over 2 days.  I have talked to 5 different people and when I finally got on the that I thought would help me we got disconnected.  Then I got another one and was on the phone with her for an hour and we were making good progress, I thought and we got disconnected again.  Mind you I asked all of them if they had my number so that if we got disconnected they could call me back seeing that I can't call them back directly.  I never got a call back so I called again and went through all of the bull again and started over.  The second last one that I talked to was rude and was insistent that she could help me and that the previous girl gave me the wrong information.  I then got disconnected again and had to call back.  I think this girl hung up on me though.  I called back and this girl tried to get me to Syreita  who was the one I was on the phone with for an hour and got disconnected.  She assured me that Syreita would call me back as soon as she was done with the call she was on, that was before lunch today.  I am still waiting!  I need my payroll issues fixed now so that I can do year end items like W-2's.  I pay for this service and when I switched from desktop to online they assured me that everything would transfer over and it didn't.  Help!!!!!

@lammers8401 

I need my payroll issues fixed now so that I can do year end items like W-2's. I pay for this service and when I switched from desktop to online they assured me that everything would transfer over and it didn't.

When did you convert data to QBO?

I have recently had an experience with customer service that has left me reeling. I do not normally go to this length to publicly raise my concerns, but the run around I have received from customer service along with the final response I received have been astounding. 

The details of the situation are not important. The first thing to perturb me, is an investigation was opened with a case number. I have not received any detailed information about the investigation other than the statement posted below. Second when I requested a conversation with a supervisor, I was told I would have to wait 48 hours for a phone call, my details were taken, a time was established and then I received the following email:

I hope this email finds you well. I wanted to follow up on our recent conversation regarding your request for a supervisor call. 

Upon reviewing your case with Tier 2 support, it was determined that the issue is related to a bank error, which falls outside our scope of refund capabilities and a supervisor call may not be applicable in this instance.

We sincerely apologize for any inconvenience you have experienced. If there are any additional details or concerns you would like us to address, please do not hesitate to let us know.

If you have any further questions or require clarification, please feel free to reach out to us. We appreciate your understanding in this matter.

We look forward to assisting you further

Best regards 
Akkulath Sudhir 

This is not customer service. The email with the above response arrived 4 hours after our discussion on the phone with the first level of customer service. This feels like autocracy where they are the judge, jury and executioner. They are unwilling to openly discuss the situation to see where they can best represent their clients; present and future. I am seriously disappointed in this form of customer service. I expected more.

I agreed, I never expect to spend 1.5 hours without solving my problem. Support does not read what the problem is and confirm on their side that it's fixed. So tired of contacting support.

same here they suck

Intuit is based in California.  That's the first problem.  Next, they contract out their support.  Mostly offshore to call centers in the Philipines because they work so cheaply.  So, while we "suckers" shell out our hard earned revenues for support subscriptions, Intuit turns around and pays the lowest price possible to answer your phone call, pocketing the difference.  And reading through this thread tells me that the attrition rate for Quickbooks users is on the rise.  Since they are so terrible at providing support for so long now, there are a number of new alternatives in the market.  They are not hard to find.  The more of us that switch to other software, the more likely accountants will have to support those formats and break the lock QB has had in the market for so long.  Speaking of so long, I will not renew my Quickbooks when it comes up in Q4.  I have already fired all other vendors who insist on offshore customer support (T-Mobile).

I’ve paid for conversion and live bookkeeping and can’t talk to anyone. Hours and hours of talking to a computer l

Hey there, @matkins48.

We'd love to help you with the conversion and live bookkeeping services. Could you share some more details about the issue you're experiencing? This will help us investigate and find a solution for you as quickly as possible.

We are looking forward to hearing from you.
 
Take care and have a fantastic day!

@matkins48 

What conversion? From QB Desktop to Online, or else?

So here I am, on hold with CS, trying to figure out how to get past payrolls submitted to "workforce" from QBD "Enhanced" Payroll. Which apparently they can't do, but I'm still waiting. He's got me on hold so he can ask someone - Going on 35 minutes - listening to air - 

Intuit  - how you have managed to become the most popular accounting software out here? I cringe every time I have to call - because I ultimately get hung up on, or can't be helped. So those surveys I get after every phone call really don't mean much do they?