One final update with a conclusion for the community.
**If you have a billing issue, ask for your money back FIRST.**
If you are overcharged, just ask for your money back. Don't ask them to fix the billing problem because the customer service reps often won't know how. They might tell you that they can fix it, but lack of consistent results shows me evidence they don't have the proper access or training for it. But if they submit a refund request, which they seem to be adequately trained and able to do, people that DO know how to fix the problem will take notice and get the job done.
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FL is finally no longer on our multi-state list after over a year of requesting it to be removed. TX and GA were also successfully removed. Yay! Thumbs up, I can sleep better at night, now.
However, on the refund side, we received only one credit of $51.84 on 9/27 (worth the overcharge of only 4 states) and were told via email support they are unable to refund us any more because their company policy is to refund only 60 days out. But this doesn't even cover the $72 overcharge for FL, TX, and GA for the last two billing cycles. Does it matter that the date of my first post here was 8/25? 60 days prior to that should include at least July's charges as well. And it certainly also doesn't cover the continued overcharge after the first time we asked customer support to remove FL from our multi-state list. Our 60 days should start 60 before we first reported this error to Quickbooks LAST YEAR. We should not have to pay for the negligence and inadequate training of your employees when we assume we can say "fix the root issue" instead of "give us our money back".
See below for the list of overcharges we requested to be refunded. We would be satisfied if we at least received a refund of the overcharges from the beginning of the current year. 14 remaining overcharges for a total of $168.
Sep 10001181756007 9/21/2022 charged $291.00. $36 overcharged for FL, TX, GA. Refunded $36 on 9/27
Aug 10001176171406 8/21/2022 charged $271.00. $36 overcharged for FL, TX, GA. Refunded $12 on 9/27, still overcharged $24.
Jul 10001170760493 7/21/2022 charged $251.00. $36 overcharged for FL, TX, GA.
Jun 10001165344932 6/21/2022 charged $262.44. $36 overcharged for FL, TX, GA.
May 10001160001854 5/21/2022 charged $262.44. $24 overcharged for FL, GA.
Apr 10001154654191 4/21/2022 charged $262.44. $12 overcharged for FL.
Mar 10001149198327 3/21/2022 charged $262.44. $12 overcharged for FL.
Feb 10001143710134 2/21/2022 charged $262.44. $12 overcharged for FL.
Jan 10001138239869 1/21/2022 charged $249.69. $12 overcharged for FL.
I will request one final time here that this remaining $168 overcharge be refunded. You should have all of the information you need here to make it happen. If we receive it, five stars, you will restore my faith in your company and I will acknowledge that the community customer service reps at Quickbooks Online are willing to do the right thing, argue the value of the principle over the rigidity of the policy, and put the customer first.
Thanks.
