Credit memos not being included on customer statements

Hi there, @Dolly71.

Thanks for reaching out to the QuickBooks Community. How are you doing today? 

It sounds like the credit memos aren't linked to the transactions. Credit memos need to be applied to a specific invoice or payment to reduce the customer's balance. Even though a credit memo exists, it won't impact the customer's overall balance until it's linked to an open invoice or transaction.

Let's make sure the credit memos are applied correctly. Here's how:

1. Find the customer's payment transaction or invoice.
2. Verify that the credit memo has been selected or applied to the outstanding invoice.
3. If it hasn't been applied, you'll need to manually do so through the "Receive Payments" window. To do this:
   1. Select Customers and then Receive Payments.
   2. Under the Received from dropdown, choose your customer.
      Then, click on the Discounts and Credits icon.
   3. On the Credits tab, check the credit you want to apply and then Done.
   4. You may see a prompt to Confirm transfer. If you do, tap Yes. The amount will be applied automatically to the invoice.
   5. Hit Save & Close.

In the case that the credit is showing it has already been applied correctly, there's a chance that credit memo has data corruption. To resolve this, you'll need to delete and recreate the credit memo. From there, you'll need to reapply it to the transaction using the steps above. 

For more information about this process, check out Give your customers a credit or refund in QuickBooks Desktop. 

Feel free to reach out any time you need assistance. We are always happy to help out. Please let me know if you have any additional questions or concerns. Have a good one!