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.