Question

Direct deposit AML hold

Forum|Forum|4 years ago
March 24, 2022
6 replies
0 views

Does anyone know how to get in touch with Risk Management!?!? I upgraded to Quickbooks payroll in order to be able to use their direct deposit feature. I have tried setting up my bank account (and successfully signed in via my bank etc) and at the end of it, the account was placed on hold (this was the beginning of January). A month ago, after multiple calls and escalations I got a gem of a support person (I think you have to call 10+ times in order to get someone that is actually willing to help) and they were able to communicate with the "back office team" in order to get the hold lifted. I then tried to set up the bank account again and it would not go through (but now the system doesn't even say there's a hold on my end). I called again and supposedly there is still a hold on the account, I just can't see it. I have filed 6 cases on this in total, some of which were closed without any communication back to me and two or three cases currently escalated to "Risk Management" which doesn't seem to exist as no one can give me their phone number, their chat isn't working, or I'm told to call the phone number I called (which is how I was talking to the agent in the first place). I've now been dealing with this issue for two months and have spoken to over 5 agents today and have been on the phone with them for a total of 2.5hrs (just today) with no one able to help. I'm willing to provide whatever information is needed in order to verify the principal person and that we're not laundering money or commiting any fraud, I just can't get to a person who can tell me what is needed! This is beyond frustrating and is taking precious time out of my already busy tax season. I've also been hung up on twice as it seems the service reps I get just want to pass the issue off to someone else. This is NOT a good way to do business Quickbooks. I'm beyond disappointed in this service and wouldn't recommend this to my worst enemy. If anyone out there has had this issue actually fixed, I would love to know who to contact in order to do so!

QuickBooks Desktop Payroll

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Charies_M

Hello there, slb2022.

I hear your sentiments regarding your experience with the direct deposit feature in QuickBooks Desktop.

I understand that you've already contacted us about the same issue. However, the nature of your concern requires access to your account which we can't discuss here in the Community for security reasons. With that, reaching out to our phone support is the best way to get detailed updates about the account holds.

Here's how:

In your QuickBooks Desktop program, go to Help > QuickBooks Desktop Help.
In the Have a Question window, click the Contact Us link at the bottom.
From the Contact Us page, select any topics.
Under Here's how to connect with a QuickBooks expert section, click the Start a Message or Get Phone Number button.

You can also get our direct phone number on this link: Contact QuickBooks Desktop support. Please take note that our support hours for QuickBooks Desktop Pro, Premier, and Plus start from M-F 6 AM to 6 PM. For QuickBooks Desktop Enterprise, we're available any time, any day.

For a complete guide on how to set up direct deposit, kindly refer to the following articles:

If you encounter errors when submitting direct deposit payroll, you can check out these links for future use:

Be sure to get back to me if you have additional queries. I'll be around to answer them for you. Have a good one.

S

slb2022Author

All you've done here is supply me with the same information that I already have. I understand how to get to your basic support team, I've spent hours on the phone with them with no help. I need to speak with Risk Management who no one to date has been able to put me in contact with. I keep receiving the same information of how to get support help even from those I talk to on the phone. I don't want to keep going around in circles calling in or requesting a call, having the agent tell me they cannot help but to keep calling the number I've already called. This is honestly THE WORST experience I've ever had. And obviously if my direct deposit status is on hold, providing me with instructions on how to set it up IS NOT helpful.

K_Siman

First, though I can not discuss account details here, I was able to confirm that this is still under review and someone from the risk team will be in touch when the hold is resolved. In the meantime, I want to assure you that I've shared your experience with our team so that we can work to improve our support on similar matters moving forward.

I will keep the lines of communication open here in the community, so please do not hesitate to let us know here if you haven't received communication soon and we will do all we can to help.

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JB0801

I agree and have had the same outcome. Intuit has become too large of a company to give a s*** about the people that keeps them in business. My bank account was compromised but before I knew we had scheduled our payroll which is direct deposited into my employee bank accounts. My bank explained that my account was compromised by ACH debit which means someone has our credentials email addresses and most likely a copy of a business check, so they passed all the check points. We were advised too immediately shut the account down and open another one. In the meantime, the bank said they would make sure my 941 deposit and payroll for that week would clear the old account and then shut it down. The bank did not follow through on their end, they closed the acct, my DD was rejected but the employees still got their paychecks in their acct. How does that happen? Either way, I immediately got on the phone with Intuit to explain what happened and had to pay by Western Union to get it resolved, which I did as soon as I hung up the phone with the Intuit employee. A hold was put on my account, I was charged $100 for the check being rejected even though we are victims of fraud and I have yet to be able to use the DD to pay my employees since. This started back at the end of October, beginning of November and we have yet to get it rectified. Now when you call the number, there is a recording that the number is no longer available and to go online to get further assistance. I too have talked to a half dozen Intuit employees and each one has a different answer for me. Every answer but how to release the hold or they pass the buck. I explained to the last person, a male employee of Intuit, that I thought it was crap to be charged $100 for being a victim of fraud. I didn't compromise my own bank acct. that's for sure. It was a nightmare having to contact all my creditors, change info on all my online accts and hope to God I didn't miss anyone. I had to replace payments rejected, thank God it was only 3 or 4 but still what a pain in the arse. I had to wait for new checks to be mailed to me for the new acct. which had to be done twice because my first set of checks were printed wrong. The whole process was time consuming, frustrating and quite stressful. Why would I or anyone compromise themselves, does that make any sense at all? The worst company I had to deal with out of the bunch was guess who? Yes, Intuit. Noone but Intuit treated me like I was the thief and everyone, but Intuit waived the fees due to us being the victims of fraud. I and my employees are still being punished for something that we had no control over. Clearly Intuit doesn't back up their client in a fraud situation which makes me wonder if they are knowingly part of the fraud problem. They have all of our information and then some. Why not? Question my integrity, I question Intuit integrity. I have proved good on my end, how about you do the same Intuit!!!! Poor service, if you get any at all. Just pathetic!!! I suppose we should all look for something new out there. Intuit does not care about the people who made them. Good Day

D

DoTheyCare

I have the same problem. I did get a phone number for Risk Management [phone number removed] but then I was told they do not handle AML issues and only payroll handles that. Payroll then tells me that Risk Management will send me an email in about 48 hrs, so I can verify my banking info. I never get that email. I have been working on this since January 2023 and can not get this resolved. I paid for the payroll service but can not use it. Intuit please help me fix this AML problem.

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Giovann_G

Thanks for letting us know, DoTheyCare.

It appears that you exhausted every effort. I understand how challenging this has been. I can route you to the appropriate support to fix this issue.

Normally, you'll get an email within 24-48 hours if our Risk Management Team wants additional information to resolve the Direct Deposit AML hold. As your problem requires account information, we are unable to discuss it here in the Community because of safety reasons.

Although I am aware that you have already contacted them, I still encourage you to do so to have your account authenticated.

Here's how:

Open QuickBooks.
Go to Help, then select QuickBooks Desktop Help/Contact Us.
Select Contact Us.
Give a brief description of your issue, then select Continue.
Sign in to your Intuit account and select Continue and then Continue with my account.
- If you don't already have an account, make sure to Create a new account.
We'll email you a single-use code. Enter your code and select Continue.
- If you have more than one account, select the account you want to use and then Continue.
Choose to chat with us or Have us call you.

In the meantime, you may consider paying your employee through paper paychecks to ensure that they receive their salary on time. Please visit this link for a complete guide: Create and run your payroll.

I've also included the following information if you want to know how much you've paid on QuickBooks Payroll: Create a payroll summary report in QuickBooks.

You're welcome to post again if you need further assistance with Direct Deposit or any payroll concerns. Have a great day.

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DoTheyCare

An Update, after 4 cases were closed out without any email contact from Intuit or Risk management. I called in again and was told this time that my birthdate in Intuit's back office payroll server does not match the birthdate by one day that is in CAMPs (Customer Account Management Portal). So instead of Intuit being able to correct that I had to submit an Intuit Account Principal Change Form, my driver's license, and a letter with company letterhead and principal signatures explaining the reason for the change. Fortunately, I was emailed a document portal and uploaded that info while on the phone. I am now told I must wait 3 to 5 business days for the correction and then I can ask again to have my AML hold reviewed. I have been a customer of Intuit for over 20 years so Intuit should have my history. I paid for payroll processing but can not pay my employees with direct deposit because of the AML hold.

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jhb6546

What version of QB are your using? I just updated to QB Premier Plus 23 and started with this same issue.

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Mark_R

Hello there, @jhb6546.

I'd like to redirect you to the best support group available to verify why your direct deposit is on hold.

I understand that this issue started when you updated your QuickBooks Desktop. To get this checked, I recommend contacting our QuickBooks Support Team. This way, they can check on your account in a secure environment and provide an update on why your direct deposit is on hold.

To reach them, you can follow the steps provided by my colleagues above. You can also check out this article for another way of contacting our support team: Contact QuickBooks Desktop support.

Just in case you want to learn when to send your direct deposit payroll to pay your employees on time, you can read this article for more guidance: When to send your direct deposit payroll.

Come back to this post if you have other concerns or follow-up questions about this. I'll be around to provide further assistance.

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cmosh

Did you ever get your account unfrozen?

A

ArielI

Welcome to the Community space, @cmosh.

It appears that you have posted a similar question twice, and my colleague ShaniamarieC has already responded to it. If you haven't read their response yet, you can check it out by visiting this link: Re: How do you have your account unfrozen from Intuit Risk management team when they froze it for...

If you have further questions about handling your accounts or any QuickBooks-related concerns, you can comment below, and we'll respond to you as soon as possible.

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DEBMEN

I have the exact same issue! I have been trying to get this resolved since Sept 13, 2024. I have been assigned 16 escalation cases, told tier 3 techs would have to be involved, talked to so many people it's beyond ridiculous. I can assure the payroll support team is like the wizard behind the curtain. YOU CAN NOT SPEAK TO ANYONE ABOUT THE AGENT ANSWERING THE PHONE. THESE PEOPLE ARE PATHOLOGICAL LIARS WHO READ OFF A SCRIPT AND HAVE NO AUTHORITY TO FIX ANYTHING. My client paid over $700 for payroll account that has one employee, HIMSELF. We have yet to use it 3 months after purchasing. They charge these stupid expensive prices, promises how great the support will be...LIES

Does anyone have a phone number for the department that can fix this?

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