Same thing happened to me. Was on the phone for over an hour waiting for the supervisor to give her the go to transfer me. Asked multiple times if she was still there. She would say, yes I’m still here. I had to ask her for an update while I sit in silence. She then tells me that they will call me back. I thought you were gonna transfer me? She says, oh we can’t do that, they don’t have a direct line they will call you. So I sit in silence for another 20mins. I ask her again if she is there and she says, yes I’m here, you didn’t get a call yet? I say nope. She says, it’s because we’re connected on the phone now, you have to hang up and then they will call you. I was not born yesterday… anyone can call anytime even if their on one phone with someone else. I stand my ground, then I get a call. Just for him to tell me I have to pay for a whole new system and that he can’t help me. Quickbooks is a scam. I got scammed.