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debbieannwentz
May 17, 2024
Question

VERY LARGE dollar eCheck is being held by Quickbooks and no one will reverse it back to my customer.

  • May 17, 2024
  • 1 reply
  • 0 views
I did a $5,555 eCheck on May 11.  Today the risk department said they are not going to release the customer's funds because they can't verify the bank account.  After multiple phone calls and sitting with the customer for over 2 hours in my office, they finally say that I have to reverse the transaction.  BUT because it is  in "REVIEW" status, there is NO WAY to do that.  Quickbooks is refusing to reverse the funds back to the customer and they refuse to deposit it into my bank account.  One agent told me that they could HOLD IT FOR up to 6 MONTHS!   $5,555!  This is unacceptable.  I am out a lot of money and I will be filing charges with the attorney general's office and any other office that I can.  I will also be explaining to the audience of TIK TOK and I am sure I have enough followers that they can spread the word of how bad this situation is.

1 reply

Clark_B
Clark_B
May 17, 2024

I appreciate all your efforts in dealing with this, @debbieannwentz. I understand the impact of the delays in depositing funds to your business.

 

Let me share insights about the details when QuickBooks deposits customers' payments into your account.

 

To begin with, if you're new to QuickBooks Payments, your ACH payments may take longer during your first month. Typically, you'll receive your payments within 5 business days for the first 1 to 4 weeks while we set everything up. Once everything is set up, you'll receive an email notifying you that your payments will be processed at the regular speed.

 

In addition, there's a possibility that your transactions with the amount of $5,555 may be held if the nature of the transaction can't be verified. This is to prevent fraud on your account.

 

Furthermore, I'd also recommend reaching out to our Merchant Service Center again to verify by securely looking into your account and investigating this matter further. Follow the steps below to reach them:

 

  1. Go to Help.
  2. Select the Search tab, then choose Contact Us.
  3. Type in your issue or concern in the field.
  4. Hit Continue.
  5. Click the Chat or Callback option.

 

I'll be adding these articles with additional insights into the delayed deposits in QuickBooks:

 

 

We appreciate your patience regarding this matter. If you have other deposit concerns or questions about managing your payment transactions, I'll gladly help. Take care, and I wish you continued success, @debbieannwentz.

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debbieannwentzAuthor
May 18, 2024

You are ignoring the facts.  I spent over 3 hours in the end trying to resolve this.  Your agents told me that the only way to resolve it was for ME to reverse the transaction.  However, not ONE person could show me how to reverse it.  They all found out the same thing I was seeing and that is that I CANNOT reverse it while YOU have it stuck in the review status.  I even had one agent say that Quickbooks could KEEP MY CUSTOMERS MONEY FOR UP TO 6 MONTHS!  That is theft!  That’s okay.  I emailed your CEO and he was quick to respond.  The office of the president is looking into all of this and is supposed to have this resolved by Monday morning. But at this point, you have damaged my company financially by holding funds that are perfectly good and you are causing my customer extra work and inconvenience because now he has to make extra trips to the bank and back to my business to take care of his bill.  Not to mention all of the stress you caused MY customer!  You only have me as a customer because I have customers. They should matter to you too!

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