Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November 2024, I opened an account with ******************** Online for my new business. Excited about their payment features, I opened a merchant account with them before my business checking was set up. My client paid me $1,200 via QuickBooks via ACH, which was drafted from their account. Upon review of my new account with ********************, it was determined to close it at that time (understandably, since things weren't fully set up with my bank yet). The $1,200 has been with QuickBooks since November and I am seeking the amount to be refunded to my client or deposited into the account on file prior to QuickBooks closing it. The case has been escalated to their **************************** and I have been calling regularly to get an estimated date for the funds to be returned to my client or deposited to me. They cannot give me a date or reason why the funds cannot be freed from the review process.

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a business and put in invoices for said business and my other business that I have an account with them also (QUICKBOOKS MONEY). They placed a hold on my funds that's a bit over 12K, they told me to refund the clients the money back and re-enter the invoices to the correct account but still managed to NOT give me the paid invoices for the correct invoices that were in the correct account. It's been almost a month and they STILL have not sent the payments back to the customers nor have they released the funds AFTER I sent in all of the information they asked me for. I also tried to reverse the payments as they requested only to not be able to. Basically they are holding money in the account gaining interest on it and gives me no good reason why its still on hold. They also voided the payments BEFORE reaching out to me for validity. I spoke to one customer service *** and I kid you not, he told me after this was settled to sever my ties with the bank because they will continue to do the same thing to me because of my skin color. This isn't the first time they put my funds on hold for absolutely NO REASON. I have not heard from them AT ALL since 12/12/24 when I called them. No call and no email. VERY UNPROFESSIONAL and it is hurting my business because my clients are asking why have they not received the refund as of yet so they can ***ay the invoice through the correct means.

• Initial Complaint

  Date:12/12/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******************. I used Quickbooks as a freelancer and sent an invoice out to get paid for my services and was paid by my employer through it that same day. However Quickbooks had my funds on hold preventing me from having it directly transferred to my bank account stating that they needed to verify my info. I have already verified the two deposits they dropped into my bank account and even with the links they sent me it has stated that all of my info is set and that there is nothing else needed. Now almost a month later and two escalations and after speaking with at least 5-6 reps I still dont have access to my money and dont know how else to get this resolved and am in the process of looking into filing a claim and pursuing legal action. Its absolutely ridiculous the hurdles and steps I have to take just to get access to my own money and will never want to work with a company like this again.

• Initial Complaint

  Date:11/11/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Background:I opened an account with QuickBooks in September 2023, linking it to the bank account of my boss, ******* *** [Last Name], for payment purposes. However, I soon encountered issues with this account, including not receiving invoices or payment notices. In December 2023, I updated my payment method by linking my ********** to the account and paid for six months of service based on the invoices I received.The Issue:After I switched to my MasterCard, I believed the billing issue had been resolved, as the account appeared to work normally thereafter. However, in June 2024, after I had closed the QuickBooks account, ******* *** noticed that her bank account had been charged by QuickBooks every month from September 2023 to Oct 2024,total amount is $1740.87 even though I had already paid with my MasterCard in December 2023 to May 2024, and totally cancelled the subscription in May. This means that Xiaohua's account was charged multiple times for the same service that was paid for through my MasterCard, which was never reflected in the invoices or payment history that I received.I have made a large effort to resolve this issue, include more than 20 hrs. phone call. Unfortunately I only got fifteen cases number, but nothing else has been effective solution to this issue. I am seeking total refund the charges of $1740.87 which is from ******* ***** bank account, and make an apologies to us as well.

• Initial Complaint

  Date:08/29/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Quickbooks was ordered and debited from mybaccount in the amount of $32.50. I spoke with there customer ********************** for 2 hours and 45 minutes. They stated I would have to pay again after I provided proof that I paid for the services. Being transferred to the 5th individual, I was hung up on and didn't receive a calm back. When I called back personally, they said please stand by and the call was disconnected again.

• Initial Complaint

  Date:08/08/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 05/14/2024 our business collected $2000 down payment on a car we sold trough quickbooks payments. We never got funds because our account was flagged for fraud. And closed. Customer didnt get refund too. Been calling every two weeks and get different story every time. No call backs or emails.

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My nonprofit, ***************** Support Project, purchased a Quickbooks subscription through TechSoup in November 2023. At that time, Quickbooks erroneously signed us up for Payroll Premium. We did not want, need, or request Payroll Premium. We have never had anyone on payroll. So Quickbooks cancelled that erroneous service, but they never removed it from our account. *** reached out several times over the past 8 months, asking ********* to rectify the tech problem that THEY CAUSED, and was assured they took care of it a few months ago.Last week both our CPA and myself were on chat and on the phone with Quickbooks exploring payroll service options. On Friday, 7/19/24, I chatted with two different agents who were helping me get Payroll Core added to our account. They said we counted as a small business, and qualified for the discount of 50% for 12 months of Payroll Core. They called and, over the phone, took our business credit card info. After making the sale, the Quickbooks agent informed me that she had CREATED A NEW ACCOUNT FOR US, since the pre-existing technical issue CAUSED BY QUICKBOOKS back in November prevented her from adding the payroll service to our existing account. I was infuriated by this sharky, make-a-sell behavior, and further infuriated with the fact that Quickbooks didnt immediately rectify the NEW PROBLEM THEY CAUSED, and especially because it was 10pm at night and Id been talking to them for over 3 hours at that point.The agent, ****** *** (employee #******) said she would get the technical issue caused by Quickbooks last year rectified, and get Payroll Core added to our account by Monday, and she said she would give me a call at 9am on Monday, 7/22/24. To date, Ive received no phone call, no email, no followup whatsoever from Quickbooks, and our discounted Payroll Core subscription STILL has not been added to our account.Note: I'm uploading the chat from Friday; I have a recording of several phone calls with Quickbooks as well.

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  QB handles our tax payments and filing. We, the customer, choose which bank account the funds for tax payments are pulled from. For the past 4 weeks we have tried to update that account and continue to get an error. I have chatted with support, asked support for a call back and called in myself. I am told a ticket has been submitted and it's an engineering issue with the error code. The issue is, each week we continue to have FAILED payments to the **** We are now getting fees with the bank for returns and penalties with the **** We need these fees reimbursed and the bank account updated correctly. Or we need QB to cancel the service and find another option for submitting and processing our payroll. This continued error is costly and QB needs to be held responsible. I need an a Rep from QB that will solve the matter and process the fee reimbursement to call me immediately.

• Initial Complaint

  Date:06/11/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/3/2024, I paid a vendor for services through the Quickbooks invoice he provided. Apparently, the vendor, Streamrites, had just opened the Quickbooks account and was not aware of the limits for a new account. After I submitted the payment through Quickbooks, Streamrites notified me that Quickbooks had placed a hold on the transaction because it exceeded their limits for a new account. Streamrites never received the funds into their bank account. Streamrites made several calls to Quickbooks to request that the funds be returned to my organization and was never able to get clear direction from the Quickbooks representative. To date, my organization, the *********** of ********************* has not received the funds back. There is no reason for Quickbooks to hold the funds. We are requesting that the funds be sent back to our organization immediately.

• Initial Complaint

  Date:05/13/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 9, 2024. I purchased a 12 month subscription Quickbooks Essentials from ***** I registered the software and then on April 10, 2024 Quickbooks closed the account unbeknown to me. I contacted Quickbooks several times and both times the representative was unable to fix logging in. This is unacceptable and I want either this resolved or the full money I paid back.