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grantgadoci
August 5, 2024
Question

What's the best way to escalate a broken bank account issue for QBO? Should I continue to wait (and pay) for a partially broken product and no updates after 11 days?

  • August 5, 2024
  • 1 reply
  • 0 views
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1 reply

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Jelayca V
August 6, 2024

This isn't the experience we want you to have, Grant. Let me directly connect you to the appropriate team that can help you with your banking issue in QuickBooks Online (QBO).

 

I can see the importance of having a seamless connection with your bank in QBO. Since you haven't received any updates on your case, I recommend contacting our QuickBooks Online Support team to inquire about the status of your case and request an update. Our representative is equipped with the necessary tools and expertise to review your account and offer guidance on how to proceed with your current situation.

 

Here's how to reach a live representative:

 

  1. Log in to your QBO company, then go to Help (?).
  2. Click on Search, then Contact Us.
  3. Select a topic to connect with the right expert.
  4. Choose to Have us call you to connect with us.

 

In the meantime, you can manually upload the bank transactions to your account, ensuring that the file format and size are suitable for successful import.

 

Once the connection is established, you'll want to exclude the bank transaction that appears to be the same to avoid duplicates.

 

If you have further questions about bank connections in QBO, please don't hesitate to reach out. We, in the Community, are always available to help.

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grantgadociAuthor
August 6, 2024

The issue I'm facing is that I've had multiple interactions with QBO support, and the time and effort required to deal with them is becoming overwhelming.

To summarize, I first reached out to support after experiencing a week of downtime. They created a case, only to close it immediately, stating there was already an ongoing investigation. Their advice was to "wait, our engineers are working on it."

So, I waited...

A week later, I contacted chat support again, only to discover that [01] the investigation had already been closed, [02] no one informed me or sent the promised updates of the investigation, and [03] the issue remained unresolved.

Now, after 11 days, the same original problem has been resubmitted internally, leading to a new investigation number. I'm again being told to "be patient and wait." Meanwhile, I'm expected to pay full price for a product that's only partially functional, even as my rate is set to increase by 10% at the end of the month.

For comparison, Chick-fil-A, a $21B company, can reduce the cost of my sandwich by $0.20 if I ask for no tomato. Yet Intuit, a $177B company, cannot offer a partial refund for services they repeatedly acknowledge are not working as they should.

 

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