I will NEVER send a check using Quickbooks online Bill Pay again.

We sent a check to a vendor via Bill Pay through Quickbooks. Funds were withdrawn from our company account. Three months later, the vendor informed us that they never received the check. After reviewing our company's QBO merchant account and some additional research, there was no other option to track the payment except to call QBO Customer Support [removed]. I spent two hours on the phone while the rep researched the payment. The rep said she was only to escalate via chat because their backend support does not have a phone line. When they were unable to track the payment, they recommended we ask the vendor to send us their bank statements to verify the check hadn't been deposited into their account (what?! ).

I requested Quickbooks track down the payment to see if the check was cashed by our vendor, fraudulently cashed, or never cashed. If the latter two then issue our company a refund. I was told the check was deposited, but they could not provide an image of the front and back for security purposes. I informed them that the check could have been deposited fraudulently. They would not provide me with the name of the bank or the account it was deposited into. Additionally, the representative did not understand that because it was a physical check, I did not have the routing and account information for the vendor.

After 2 hours 15 minutes, I finally received a copy of the cashed check, but there were no other details associated. I'm hoping our vendor just misapplied the payment to another account. Otherwise, I may need to dispute the transaction through our bank.