Share this content

Problems with Billing Subscription in Quickbooks

I changed my billing details and QB have frozen my wholesale agreement.

Didn't find your answer?

I changed my bank details and QB tried to take the monthly payment from my old details, which 'bounced' and now they have frozen my subscription. None of my clients can access their records and neither can I. I am told the issue is with the engineers, however nobody can give me an update on when the problem will be resolved. When my clients have contacted QB directly they have been told the only thing to do is transfer billing from my wholesale contract to direct billing which is more costly for them and I loose them as my clients. This started on 30th June and 19 days later I am still waiting for a solution and an explanation. It is affecting my business and my clients. Is anyone else experiencing this and has anyone got any suggestions on how I can resolve it. I have spent over 4 hours on the phone to their helpdesk so far and have not had any email updates from them, even after they have promised to update me. Thank you for your help.

Replies (19)

Please login or register to join the discussion.

avatar
By Leywood
19th Jul 2021 18:17

1) Ring your relationship manager
and/or

2) Ring the number you rang before and ask for it to be escalated.

I would have done that on 1st July!

Thanks (1)
Replying to Leywood:
avatar
By ClareH
19th Jul 2021 19:38

I have been trying that since the 1st July......All the obvious options have been exhausted which is why I'm on here.

Thanks (0)
By Moonbeam
20th Jul 2021 10:51

This is diabolical and another good reason for me not taking on any QB clients.

Thanks (0)
Replying to Moonbeam:
avatar
By ClareH
20th Jul 2021 15:55

I agree

Thanks (0)
avatar
By sarahg
20th Jul 2021 11:07

This is ridiculous and it shouldn't take this long to sort out

You need to ring your relationship manager and insist this is escalated as a matter of urgency

Thanks (0)
Replying to sarahg:
avatar
By ClareH
20th Jul 2021 15:53

Tried that. Here is an excerpt from his email as he wont speak to me on the phone;

"However I have looked at the account and your ongoing case and can see the team are still working on the situation.

I am afraid that as the team is still working on the situation and have raised it already there isn’t anything more that I can do."

Not much of a relationship is it?

Thanks (0)
Replying to ClareH:
avatar
By Leywood
20th Jul 2021 16:00

Is he blocking your calls?

Try phoning from a different number.

Or drop him an email to say you want to make a complaint about him not getting on top of such a simple issue.

Plus re your client paying the increased price, I would be telling him that you are also putting your claim together for her increased fees, plus that of any others who have to move, plus your compensation for having to get help to ensure you catch up with the work when it is working/loss of reputation, etc etc etc.

Thanks (0)
Replying to Leywood:
avatar
By ClareH
21st Jul 2021 14:31

Finally today someone has agreed with me that the situation needs to be escalated. It's taken 3 weeks! I am gathering data and am in talks with the FSB legal team.

Thanks (0)
Replying to ClareH:
avatar
By Leywood
21st Jul 2021 14:42

Good, fingers crossed you resolve it quickly now. What a nightmare.

Let us all know how you get on.

Thanks (0)
Replying to Leywood:
avatar
By ClareH
05th Aug 2021 14:55

Still not fixed. I have sent recorded delivery ' Letter Before Claim' documents to both london based CEO's outlining my complaint and setting a deadline for it to be resolved. I have also asked for compensation. Signed for last friday but no response from either of them; Dominic Allon and Gavin Buckley. I have not heard from the 'manager', Chris who is supposedly in charge of my case since a vague excuse email from him on monday. The email contains no surname, no direct email address and no direct tel no for me to contact him. Disgraceful way to be treated by a supposedly reputable business.
I have a VAT return due for submission by sunday. Will they pay the late sub penalty? I will add it to my compensation claim.

Thanks (0)
Avatar
By I'msorryIhaven'taclue
20th Jul 2021 11:59

They're stalling, aren't they!

Having engineers on the case makes you wonder whether your clients' data will still be intact.

Thanks (0)
Replying to I'msorryIhaven'taclue:
avatar
By ClareH
20th Jul 2021 15:24

Well one of my clients has now filled in all the forms and submitted the paperwork and is now the proud owner of her own data at a vastly inflated price than i was charging her, but at least we can get her & her husbands partnership accounts submitted so her husband can apply for his visa before the deadline to stop him being deported. It seems their data is ok. However she has been told that she cannot transfer the licence back to me at the same rate i was paying before.

Thanks (0)
RedFive
By RedFive
20th Jul 2021 13:00

Pay by debit / credit card not direct debit.

Do you have the option to login and put card details in?

Ring 0207 8240052 extension 40052 if that doesn't work.

Thanks (0)
Replying to RedFive:
avatar
By ClareH
20th Jul 2021 15:18

That was the first thing suggested. It didnt work and i was told wait 24 hours as sometimes 'the system needs to reset'. I waited, rang again when it didn't work and was told wait 48 hours. Im now 20 days down the line....I tried different accounts, i even called my bank to see if there was a problem...Nope, it's QB with the problem.

Thanks (0)
My photo
By Matrix
20th Jul 2021 16:30

Have you tried Twitter?

Thanks (1)
profile
By yelsnew
20th Jul 2021 17:26

Jesus, I was just considering a move over to them but a situation like this you would think would be fixed in a day!

No advice but hope you get sorted!

Thanks (0)
Replying to yelsnew:
avatar
By ClareH
21st Jul 2021 14:34

I would consider other software options. I have seen a lot of unhappiness on their FB page. The problem i am experiencing is catastrophic however there are hundreds of niggles within the software which are not being addressed and people are not happy.

Thanks (0)
avatar
By paulwakefield1
22nd Jul 2021 07:34

In these situations, where all normal avenues are hitting a brick wall, it is always worth a go at emailing the CEO. They may ignore it but I have had good and fast results in the past (although not with QB which I don't use and feel even less inclined to use it now having read this thread).

Thanks (0)
avatar
By ClareH
05th Aug 2021 14:56

** UPDATE** Still not fixed. I have sent recorded delivery ' Letter Before Claim' documents to both london based CEO's outlining my complaint and setting a deadline for it to be resolved. I have also asked for compensation. Signed for last friday but no response from either of them; Dominic Allon and Gavin Buckley. I have not heard from the 'manager', Chris who is supposedly in charge of my case since a vague excuse email from him on monday. The email contains no surname, no direct email address and no direct tel no for me to contact him. Disgraceful way to be treated by a supposedly reputable business.
I have a VAT return due for submission by sunday. Will they pay the late sub penalty? I will add it to my compensation claim.

Thanks (0)
Share this content