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A
alect
July 7, 2022
Question

Complaint about product and support - Case:1580855969

  • July 7, 2022
  • 1 reply
  • 0 views

It has now been months since I have had this logging in issue (2FA every time when I have not selected it, and even if I had it doesn't remember it on same computer, same browser, same IP). And rom online comments I can see I am not the only one experiencing this.

 

Support has delayed and delayed, I have now received an update that basically says "there's nothing we can do".

 

It's just not good enough.  The workaround I was advised to use (use a completely separate/different browser - Edge) now also has logging in issues (asking me to select a company - even though I have only one it is showing an old cancelled company from >2 years ago).  So now workaround and no solution.

 

Your product is extremely poor and your support is just hand balling to someone else.  The result is that I waster more and more time not only trying to log in but also chasing about these support cases and lack of resolution.

 

I would like someone to contact me ASAP as otherwise I will pursue a formal complaint with Consumer Affairs and ACCC.

1 reply

AlcaeusF
AlcaeusF
July 7, 2022

Hi, alect.

 

Thanks for sharing the complete details of your concern. I'm here to help ensure this is taken care of for you.

 

We received similar reports regarding this issue. A ticket has been created and forwarded to our product engineers. They're now working to fix this as quickly as possible.

 

Since you already contacted our Support team, rest assured that you've been added to our notification list. An email notification will be sent to you once this has been resolved. I'll also inform you here when we get the update as well.

 

In the meantime, you can use the steps you've mentioned above (to use a different browser) as a workaround.

 

For more tips and other resources, I recommend visiting our website for future reference: Self-help articles.

 

Please leave a comment on this thread if you have more questions about this or anything else QuickBooks. I'll be here to help. Take care.

A
alectAuthor
July 7, 2022

Well the notification from the engineers says basically "sorry but nothing we can do"......what kind of work are they doing?

 

And the workaround I have been using is now also not working as it's showing a long ago cancelled company and making me select a company - of which I have only one.

 

T
tatianamarkelov
September 29, 2022

run into a major issue with the company, which I am unable to resolve for over 28 days now. 

 

I have invoiced two of my clients for the services I provided using Quickbooks. Total amount of payment was $10,150 on August 31st and September 1st.

 

I am unable to receive the money from Quickbooks to my business checking account. The services were already provided to my clients. 

 

There was an issue with two merchant IDs: My clients were invoiced and charged by Quickbooks using one merchant ID. Quickbooks allowed me to invoice the patients using this merchant ID number although there was no bank information linked to it at that time. 

 

When I attempted to move the money to my bank account I was unable to do so. Subsequently another merchant ID was created by Quickbooks staff member with my business bank account linked to it (ID.

 

Two merchant ID's were then `merged" after calling Quickbooks support line multiple times (this is what I was told). 

 

After over 8 hrs of being on the phone with your representatives and multiple promises to get a phone call from the manager, I found out that the first merchant ID was closed.

 

I received an email today stating that the money will be released back to my clients within 48 hrs if I do not confirm the bank account for an old merchant ID, which was already closed by Quickbooks. 

 

I am still unable to receive my payments for services I already provided. Quickbooks is holding my funds without any hope for resolution of this problem. 

 

There is no way for me to collect the payments again from my clients since the services were already provided and the clients moved on to live their lives. 

 

It was a nightmare for me to deal with quickbooks customer service without getting any help. 

 

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