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K
kalon1
July 23, 2021
Question

Broken online banking connection issue opened on April 7th. Quickly escalated. Support provides empathy but no fix. Who can I talk to in order to actually get this fixed?

  • July 23, 2021
  • 2 replies
  • 2 views
No text available

2 replies

Adrian_A
Adrian_A
Level 8
July 23, 2021

I appreciate you for contacting our support, kalon1.

 

Can you tell me more about your concern? what were you trying to do with your online banking connection? Did you receive an error message?

 

Since your issue has been escalated, I'd recommend reaching out to our Phone Support and give them the case ID number of your last query about this matter. From there, an agent will take a look at your case and guide you on how to fix one.

 

I've also added this reference for more information about connecting bank account: Connect bank and credit card accounts to QuickBooks Online.

 

Keep me posted if there's anything that I can help. Keep safe!

K
kalon1Author
July 24, 2021

Yes, that's where I began back in April, with Canadian phone support. However after 3 weeks of not being able to fix the issue, they punted me over to international support, since this has to do with a Hong Kong based company (I also have QBO for a Canadian company). As you may know, there is no phone support for QBO international. Just chat. Therefore I have wasted countless hours over the months attempting to prompt some sign of progress. There has been none. The issue remains unresolved, and no one can give me any specifics or timeline.

If you care to look up the case number, it is [removed], and it includes the loom video I recorded and submitted on April 7th.

Therefore, I ask once again... How can I speak with the person who is actually responsible for providing a fix to this issue, since support has been completely unable to lead us to resolution.

Angelyn_T
Angelyn_TModerator
Moderator
July 24, 2021

It's my priority to help you with your banking concern, Kalon.

 

I love to check this for you, but I won't be able to display your information on this thread for the security of your account and other personal details. 

 

For the time being, I would recommend reaching out to our QuickBooks Online (QBO) International Support for further assistance about this. A live representative can review the previous case you had and share some troubleshooting steps to isolate the issue.

 

To contact support:

 

  1. Sign in to your QuickBooks Online company.
  2. Go to the Help menu, then click on QB Assistant.
  3. Enter a short description of your concern.
  4. Select Contact Us to connect with a live support agent.
  5. Chat with an expert.

 

Live support is available M-F, 9:30 AM to 6:00 PM.

 

On the other hand, you can review the topics from this link for more tips about handling your banking transactions in the future: Banking topics for QBO International.

 

If you have any other questions about online banking connections, let me know by adding a comment below. I'm more than happy to help. Keep safe!

K
kalon1Author
July 24, 2021

I don't need you to display my information. I need you to advise me on how to speak live with someone who can help.

 

This is not a matter of troubleshooting. This is a matter of back end systems connection between QBO and the bank.

 

I have contacted QBO international support, many, many, many times. And all they say is that the issue has been escalated to the banking team, the status is In Progress, and we will email you when we have further updates. Then no further updates are provided. This has been going on for over 3 months.  Nothing changes. If you look at the case notes on the case number I provided, you will confirm this.

 

That's why I am asking for your help, to break this cycle of stagnation. Recall Einstein's definition of insanity... doing the same thing over and over, and expecting different results. I'm going insane. We need a different approach, because this one is clearly not working.

 

What suggestions do you have, given all of this? Please don't say go back to QBO international support, because they are clearly not able to help (they have proven that over the months), and please don't say there's nothing more you can do.

 

I am asking you to find someone within the company who is 1. willing and 2. able to take responsibility and get this issue unstuck within the company, and have that person call me, or I call him/her.

 

Can you do that?

 

Thank you.

 

 

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