I'd be happy to assist you in getting the refund from a client's payment on an inactive bank account, @Helga33.
In QuickBooks Online (QBO), acquiring control of the account can be quite challenging if there is a support issue with money movement. In such cases, the firm user must transfer the role to a new Primary Admin (non-firm user). Since the primary admin or contact was unable to transfer the role to you, I recommend that you contact our account protection team and submit a request to be the primary admin or contact.
You can find all the information you need to guide you on how to prepare and submit the request in this article: Change the primary admin user in QuickBooks Online.
To ensure the security of your account and data, we require documentation to verify supporting papers for your request to confirm your ownership or access privileges. Please note that the actual time frame to complete this process may vary. However, once the process is completed, you'll receive an email from our support team with the status of your request.
Moreover, you can visit these articles to get additional insights and learn more about managing your QuickBooks Online account along with video instructions:
If you have any questions about other account management processes in QuickBooks Online, feel free to ask me. I would be happy to assist you at any time. Have a fantastic day!
