Question

Merchant deposit has been stuck in review process for over two weeks.

Forum|Forum|5 years ago
June 20, 2021
13 replies
0 views

We had a customer pay an invoice using QuickBooks online Via American Express . QuickBooks merchant services held the transaction for a review and asked for documentation. We submitted and as a resolution- QuickBooks offered to pay 50% of the deposit and then another 50% in 30 days. They currently have held on to the money and have released nothing to us. They did take the customers money, and they are expecting us to perform the work- even though we did not receive the funds. The system has been in review since June 9th. We get an email everyday saying that we need to login to the resolution center and submit documents - The documents they want literally say “null” and “null” like it’s an error. When we login to the resolution center, it says all documents have been submitted. We have called about 10 times in total- and after about an hours wait on each call- we are told someone will contact us in 24 hours. Here we are almost 2 weeks later and no contact and repeat waits. Not sure what I need to do next customer support has not helped at all so far.

QuickBooks Payments (Merchant Services)

Rose-A

Hi, WaveAv. I want to make sure you'll be guided to the right support.

I'd like to check this for you and get it taken care of myself. However, as much as I would like to get this handled directly, deposit issues need the assistance of our phone support for security purposes.

I know you've already called in. However, I still suggest getting in touch with Merchant Services Team. They'd be able to check the documents you've submitted as well as review the deposit status. You can check out our support hours to ensure we address your concern on time.

Additionally, the following resources are good references. These will provide you more information on where you can see your QuickBooks payments statements as well as steps on how to check the payment status for a specific customer:

Common questions about payments deposits in QuickBooks Online.

Find out when QuickBooks Payments deposits customer payments.

I'm always around to lend a hand if you have more questions. Just tag my name in the comment section so I can assist you further. Take care and have a good one.

Rose-A

Hi, WaveAv.

Hope you're doing great. I wanted to see how everything is going about the merchant deposits. Was it resolved? Do you need any additional help or clarification? If you do, just let me know. I'd be happy to help you at anytime.

Looking forward to your reply. Have a pleasant day ahead!

W

WaveAvAuthor

I called two times today with a total of 3.5 hours on the phone. They are not able to help but only relay messages to the case manager. The case manager is unable to respond for up to 48 hours but it has been 13 days in hold review. The associate on the phone today said that they escalated the issue and that if I don’t hear back in 48 hours (Wednesday) they (intuit) May be in breach of contract??? Either way - Inuit is holding on to the funds and we have no way of getting them until the case manager can review. Worst experience ever, with any company, let alone the one that runs my business software.

L

Leebee47

Same here. I’m going through the same thing. Release my funds. When a customer writes a check with a signature on it… that’s a binding agreement. QuickBooks, you aren’t my bank. I signed on for you just to keep my books. Where’s my money?

C

ChristieAnn 11

Hi there, Leebee47.

Thank you for visiting the QuickBooks Community. This isn't the expectation of impression that I'd like you to have, and we know how much time it can take when funds are still not deposited in your account. With this, I'll ensure to share details about why are my funds/ deposit on hold and how to fix this.

Once you have QuickBooks Payments to take and process payments in QuickBooks, we regularly review payments to ensure everything is in a shipshape. This is for the benefit of everyone involved in the payment process. If you see the word "Withheld" in the Method column or the On Hold status, this means that the payments are still being reviewed to prevent any fraudulent activities on your account.

Usually, you'll get an email at the email address you use to sign in to the Merchant Service Center once the deposit is ever on hold. That said, I suggest making sure that you read the email carefully. It will provide you with specific steps to fix any issues. Our Customer Support will usually ask for more information about the transaction that is currently on hold so we can complete our review. After providing them with all the necessary documents, they’ll usually complete the review within 2 business days and release or finish processing the payment.

Additionally, you might also want to read this article to learn how to determine when QuickBooks deposits client payments into your bank account or the funding time: Find out when QuickBooks Payments deposits customer payments.

If the payment/deposit is still not deposited within the given length of time, I'd suggest contacting our Merchants Services Support Team. This team is the best resource for such inquiries, as they're able to request account information. They can also verify the status of the payment too and investigate why it wasn't deposited into your account yet.

Lastly, you may refer to this article to see how QuickBooks Payments deposits work in QuickBooks Online: Common questions about payments deposits in QuickBooks Online.

Please post a reply below if you have additional questions about your deposit. I'll be more than happy to assist you again. Have a great day and take care always.

S

snedwards13

I am 100% fed up and disgusted with Intuit Merchant Services. Three different batches, totaling over $56,000 have been "withheld" for over three weeks now. I have called repeatedly and spent hours and hours on the phone with service reps and I keep getting the same response: the case has been escalated for review, which can take up to 48 hours, but we should see the funds deposited into our checking account within a few days. Every time I call, they open a whole new case and assure me that the case is being escalated; nobody is ever able to just tell me the status of the original case, or the additional ones that were opened. It has now been over three weeks now, and the $56K is still being withheld. We have already paid for the merchandise and shipped it to our customers, with the expectation that we would receive the monies collected by Intuit Merchant Services. I am starting to wonder if we need to just hire an attorney and sue Intuit to get the money that is owed to us.

H

how to merge bills

Experiencing similar issue with almost 200k being held. Its been over 4 weeks and it's like groundhog day when I speak with a customer service agent. I'm wondering what my options are. Seems criminal they can keep my own money from me for this long. Should I get an Attorney involved?

A

ambermikec

We are having the EXACT same issue. Quickbooks has held a $170K deposit for four weeks (deposit made on 12/23/21). We have been calling since three days after the hold (only because of the Christmas holiday) and we just can't get real answers. The latest is that the funds were set to be released on Jan 11, 2021 but might not see it until Jan 20, 2021 due to MLK bank holiday. Some how that is how they count 5 business days. We will see if something comes through tomorrow.

In the meantime, we are speaking to our lawyer today and are going to file a claim against them. Based on the number of complaints in this chat, I think we could have a class action lawsuit on our hands. I will reply again to this post if our lawyer says we need to gather other Quickbooks clients who have gone through this same issue. Maybe we can all gather together and sue them to get this resolved and compensate us for losses.

W

Willneveruseagain

Let me know as well I made an account Monday got a 3k payment sent Tuesday and they closed the account Wednesday no explanation or anything and now my customer has to dispute they charges with his cc company, so unprofessional. The representative was actually giving me excuses to tell my customer since she didn't have any answers.

W

Willneveruseagain

NEVER USE THIS COMPANY!!!

I opened my account Monday got a payment from a customer Tuesday they closed it Wednesday not notice or anything I had to call them. I told them the amount of the transaction before it was sent and they said it was ok. They then held my funds closed my account and refused to give my customer a refund or deposit the funds. They told me to tell my customer to dispute the charges??!? With no reason why. Not only did the take my money but they destroyed my reputation with my client. It is very unprofessional to have to tell your client to dispute the charges with no reason as to why. This is a horrible company and should be put out of business.

D

DThomas74

I would like to join a class action suit as well. They've been holding my $48K+ for over 3 weeks. I reversed 3 of the transactions, but they told me I couldn't reverse the one over $25K. And I've been getting the same company line that everyone else is getting. I'm also going to see if I can get a TV network to look into this. I don't know how they get away with it. They are withholding over $48K of money I earned. They gave me some bullcrap excuses and 15 questions to answer where 10 of them had nothing to do with my money being released. QuickBooks is holding onto any large sums so they can draw interest off of you as long as they can. I'm sure they lobbied congress to make this legal and congressmen and women probably own stock in QuickBooks. Whatever the case... this screws the small business owner big time. I would never in a million years use this process again, nor use QB/Intuit/ or any of their products ever again.

V

vityjones

I am also highly interested in a class action lawsuit. Perhaps we could get a group together so that we can bring this in to action?

C

clashay23

My attorney is initiating a lawsuit now for the $26,000 that they still have on hold since June 2021.

J

jhatt1266

I would also be interested in joining any kind of class action against QB. We recently moved our processing over to them and within a couple days they closed our account, seized over $10k of our clients money which was in process and the only explanation they can give is that it was a "business decision". We have not received an answer as to whether we will receive our money back or not, but this has wiped out a large portion of our company's cash. As a small business this has been a devastating experience and they do not seem to be in any hurry to release our funds or pay interest on the cash they are witholding.

D

Drh011

Anyone get this figured out?
what about the class action lawsuit!

B

Bookkeeper7689

They are holding 27k for over two weeks now with now reason other than tell us to close our account an re open another one or call your bank and report to turn funds to customer. Still waiting out our bank. This is insane and would not recommend merchant service with them

Fiat Lux - ASIA

@Bookkeeper7689 wrote:
This is insane and would not recommend merchant service with them

You can utilize a 3rd party merchant service to integrate with QB.

L

LeizylM

Hi there, ApaigeM47.

I understand how important it is to process merchant deposits. Allow me to suggest an alternative method for all of you to review your account transactions quickly.

I'd like to check this for you and get it taken care of myself. However, the Community page is a public forum. That being said, I recommend getting in touch with Merchant Services Team. They'd be able to check your account in a secure environment and help resolve the issue.

You might also want to check out this article to learn how to find out when QuickBooks Payments deposits customer payments: Check when QuickBooks deposits customer payments into your bank account.

Feel free to check back in any time you have a question about payments or QuickBooks. We're just a click away and happy to help.

W

WheelersVT Productions

What was the outcome of this? Moderators removed the contact for the risk department agent. I am going through the same thing. My business is about to be closed for good without my funds.

W

WheelersVT Productions

I would highly suggest filing a formal complaint with the Better Business Bureau. The first time Intuit withheld money from my business, and I spent 15 hours and 3 weeks on with support, I went this route. withing 2-3 days someone with authority to correct issue reached out to me (based solely on my complaint) dug into my account, corrected the holds which were in error, and compensated me back monies owed to Quickbooks for processing (a very high amount) It felt great to finally have service and retribution from this company. Unfortunately I have had similar experiences two more times since. This had all occurred this year, and taken days to correct.

Show more replies

Sign up

Login with SSO

Login to the community

Login with SSO

Scanning file for viruses.

This file cannot be downloaded