Formal complaint
The lack of response and the runaround I am now experiencing for this ongoing issue - which we have been trying to resolve since June 18th - has reached a new level. I have two case numbers: 15120113594 & 15120113757. Our bookkeeper tried to issue a Bill Pay via ACH on 6/7/24 to the NY Shakespeare Festival. The routing number was entered correctly but the account number was off by one digit. Our bank issued a stop payment for the initial payment and the amount was reversed back into our account (the account number and vendor name doesn't match) on 6/28/24. In the meantime, a second payment was issued with the correct account number and the payment was received by NY Shakespeare Festival on 6/18/24. Meanwhile, QuickBooks turned off our bill pay account saying that we owe QB for payment made on our behalf. I called several times to resolve the issue and twice I was promise that the issue will be escalated and someone would call me back after investigations. No one ever called me back. I called again today and as always after several relays to the wrong departments and dropped calls I was informed that collections department will not accept my call. What does that mean? We do not owe Quickbooks money. How do we resolve an issue if the department isn't accepting my call? Our bank has agreed to talk to whoever from Quickbooks to clarify this issue, but how would I do that if no one from QB is accepting the our call? Beyond frustrated... Who can I talk to in order to fix this problem?