Paypal Open Banking is completely broken, support don't want to know

Last Autumn, on the advice of my accountant, I switched by entire business to using QuickBooks.  I run a subscription based service with the vast majority of my payments coming through Paypal.  The entire process of importing in the previous years transaction took nearly three months as I had to do it via CSV files and there were a lot of very small transactions.

The pain was worth it - Quickbooks Online was a revelation because, each morning with just a few clicks I could update my bank account, Paypal account and credit account.

And then Quickbooks introduced Open Banking ...

My Paypal account no longer updates properly:

1. the Paypal fee transactions are NOT imported so every morning I need to print off a statement in Paypal and then manually enter them via a CSV import.  So far I've had to manually create more than 3,000 transactions and manually import them
2. Paypal transaction made in US Dollars or Euros are not converted so $129.99 or 129.99 Euro gets registered as £129.99 so I need to manually find and correct these
3. multiple transactions from the customer do not register so I have to go and look for the missing transactions
4. Quickbooks randomly duplicates payments.  This morning my account wouldn't balance because it suddenly duplicate a payment from April 28th 7 times !

What used to take a few seconds each morning now takes me around 15 minutes each day to untangle.  On days where it's randomly duplicated payments that are days old it can take - like today - up to an hour to sort out the mess.

I first reported this issue on February 24th.  It took 7 emails back and forth with support to get .... nothing.

I got excuses that HMRC mandated that Open Banking be used on February 25th, that they would fix the issue (they haven't), that they have fixed the issue (they haven't) on March 13th.  I then I got an email telling me that my case was closed on March 26th.

I re-opened the case and got an apology for it being closed "by mistake" and they re-opened it on March 21st with an admission from support that "some of the customers like you is still experiencing the same error".

On March 26th the issue was closed again without checking with me that it had been resolved.  It hasn't.

On April 5th I got an email apologising for closing the issue and re-opening it ... again.

On April 13th it was closed again.  And is still unresolved.  I informed Quickbooks that it's not but they closed it again on May 4th so I let them know - yet again - that it's not fixed.  I have received no reply which is why I have now posted in the community forum in the hope that it will elicit a response and a resolution.

The additional work that I have to do each morning means that I have less time to run my business.  I'm a professional software developer and get paid by the hour.  I have now invoiced Quickbooks for the time that I have wasted manually doing what their product used to do before the enforced switch to Open Banking.

Not surprisingly my first invoice is one month overdue and the second one is a week overdue.  I am going to invoice for my wasted time for the last month later today.

As a professional software developer I deal with customers on a daily basis and work with them to resolve their issues.  I won't push out a fix without testing it, nor will I close a support ticket without checking with the customer that the issue is indeed fixed.  I won't mislead the customer either - throughout this Quickbooks have sought to blame Paypal and HMRC for the issues.  Open banking has been on the radar since 2018 so it's not suddenly popped up and for Quickbooks to blame others for their own botched implementation of Open Banking is just plain wrong.

To add insult to injury I've had a number of "How did we do ?" surveys to complete ?  I've been truthful.  There is currently ZERO chance of me recommending Quickbooks to anyone else and my accountant, who is fully up to speed on my issues with them, is no longer recommending them to her clients either.

Quickbooks

• take ownership of my issue
• admit that there is an issue
• actually resolve it
• TEST your fix
• ASK me if the issue has been resolved, do NOT assume that it has
• do NOT roll out more untested Open Banking feeds (I now have to update my bank account manually)

Just to reiterate, I didn't want to post this publically and I've held off doing so until now in the hope that support would actually do what they are supposed to do but it appears that this will be the only way that I will get my issue resolved.