Why is Intuit’s/QuickBooks customer service so bad?

Mid June I signed up to convert to Simple Start online QB. I have used QB Desktop Pro Plus since 2007. My business shrunk to almost knowing the end of 2025 due the chaos in Wash DC. I could no longer afford the escalating cost of the desktop version that cost me $1008 Sep 2025. (The Subscription is going up 10-20% a year!). On Jun 18, John Crown (at QB) suggested I convert to QB online Simple Start for $360.62. I agreed to convert and was told I would get a prorated refund for my current Desktop subscription .  I did the conversion, went online Jun 26 and “cancel the Desktop Subscription, but when I called on July 10 to find out the status of my refund, they said it was only cancelled if I called. So they officially cancelled.  Then I challenged and requested a refund back to June 26, which when they know I cancelled, but it only cancelled auto renewal.  It took 45 minutes for them to agree to escalate my case for the additional refund. I received a refund on July 11 of $134.74. Later, I received a refund of $84.08 and a note that multiple products were cancelled, as follows: 

Canceled items:
— Intuit QuickBooks Plus Annual Subscription Pro Download 1
— SUPPRESS Entire PC
I do not know what the second item is, but found out when I got back from business travel that I cannot access my “Online Simple Start QB” because my Trial Expired. What was my $360.62 payment for? A trial period?

If “SUPPRESS entire PC” is the QB Simple Start, then they cancelled my subscription and refunded only $84???. REALLY ##$%*. The online QB tells me that my trial subscription is over and I can access my data read only until 11/21/2026. No where in my Intuit account does it show the $360.62 ($357.05 + tax) that I paid to transfer to Simple Start but it does in my Am Ex account that QB Support acknowledge in my July 10. call.

Since I wrote this post, I have been “in que” for a callback for the past 60 minutes. I suspect now that was just a way to off load callers and maybe or not I will get a call back. Just in the past 30 days I have spent 3.5 hours trying to get a prorated refund on the desktop and now I will start more time to get my Simple Start subscription re-engaged. This company SUCKS!!!!  👺