I have had a similar experience with Quickbooks online.  Customer service is horrible and it is impossible to get help over the phone.  I used the chat and was told I would receive an email within an hour and that I had to upload a letter from my bank to the resolution center.  The email was never received and after 14 days I still do not have a 24,000 payment made to my account with a credit card.  Intuit is holding the funds with no end in sight,