I have also recently experienced a frustrating situation with QuickBooks (QB) that has left me bewildered and dissatisfied. Approximately six months ago, I utilized QB's bookkeeping service, and my wife, who was assisting me, discovered that QB had automatically activated a QB checking account without our knowledge. Despite our request to close the account, the bookkeeper assured us it was taken care of.
Fast forward to last week when, for the first time, a customer paid an invoice through QB online using PayPal—a feature I had no idea was activated. I received an email from QB stating that my QB checking account was now active. To my dismay, I discovered a 3.5% processing fee had been applied to a $17k+ invoice, totaling over $500. This was shocking, as I have never encountered processing fees for receiving payments via ACH or mailed checks, both of which I have explicitly instructed customers to use.
Alarmed by this unexpected charge, I promptly reached out to the customer and QB customer service. Although the representative initially seemed helpful, the process of reversing the transaction and closing the QB checking account became an ordeal. Despite my efforts, the account balance remained, and I incurred an additional $25 insufficient funds processing fee.
After spending 90 minutes on the phone, I was informed that the processing fee could not be reversed due to a decision made by QB's back-end department. Even though the reversal supposedly occurred, I was now told I owed QB the original processing fee plus the new overdraft charge. When I requested to speak with higher management to rectify the situation, I was met with resistance and told there was no one above the representative I spoke to.
This situation is not only frustrating but also illogical. QB's error led to these charges, and the refusal to rectify them goes against common practices in the modern banking system. I am not attempting to defraud QB but seeking correction for their mistake on principle. I have no interest in a QB checking account or PayPal as a payment option, as evidenced by my transaction history.
Despite explaining this to a manager named Cindy, she insisted that I owed the money and claimed there was no one above her who could assist. This assertion is simply untrue. I am left feeling unheard, frustrated, and questioning the integrity of QB's customer service.
