Another Horrendous Merchant Services Phone Support Experience

Hello there.

I appreciate you letting us know about your experience when reaching out to our Payments Support Team. Feedback like this will help us improve the level of service we provide to our customers.

Unwanted charges and disputes can be frustrating because it will take some of your time to settle the issue. Let me assist you in ensuring that your concern is addressed right away by the appropriate support channel.

Merchant and other account-related concerns require special handling and gathering of personal data. The Community is a peer-to-peer forum and the security of our customer's accounts is our utmost priority.

Thus, I recommend contacting our Payments Support again for a thorough investigation. They have special tools to trace the root cause of the dispute (sales charge) and guide you on how to apply the permanent solution. 

The following write-up shows a detailed list of our support hours and types for each merchant product: Contact Payments or Point of Sale Support. From there, head to the section for the one you’re currently using.

For additional resources, you can go over the Handle chargebacks and retrieval requests for QuickBooks Payments article. It provides a step-by-step process on how to manage disputes for a charge as well as answers to frequently asked questions about chargebacks and rebuttals.

If you have other merchant-related activities you need to take care of, you can browse the QuickBooks Payments FAQ. It contains topics about payment processing, creating refunds or credits, sending E-invoices, and checking the funding status, to name a few. Make sure to click on the title of the article to see the full details.

This information should you get pointed in the right direction today, especially in resolving your chargeback concern.

Keep me posted below if you have other QuickBooks or payment concerns. I’ll be around to get this taken care of for you. Have a good one. 

Yesterday QB emails me for the first time on case # 1583144301 ref $1500 dispute from 4/8. I immediately call client and he confirms charge is valid and that's a mistake. I upload documents from the client and explanation into resolution center. I made 6 calls to phone support, 4 of which the hold as so long I had to hang up. One of them I was on phone 30 minutes and deep into reviewing the issue with a rep. I specifically said if we lose connection please call me back. Of course connection lost and no call back!!!!! I call back in and someone in accounting support tries to play middleman with merchant services rep on other line. I don't get to speak with merchant services. At 9pm the account rep said merchant services rep just hung up and I have to call in morning!!! Meantime, no response to the documents supporting the charge received. You just go ahead and debit my business checking overdrawing it!! How ridiculous. How can you even say this is close to any reputable business operation. This is not the first time!!! A bunch of IDIOTS!!!!

At this moment QB already agreed in writing they owe me the following:

Case #1581915995 for $928.45

Case #1581912036 $1,110.87

I have not received those funds.

And now you pull $1500.00 from my account even though client attests it's not a dispute!!

Have you lawyer call me!!!!!!!!!!!!!!!!!

Anyone else in this community have similar experiences? Class action law suit is what I'm thinking.

And all that terrible, lousy phone service yesterday was after I agreed to upgrade to VIP so I wouldn't have the phone issues I has earlier. Cancel my VIP and refund me my most recent $90 charge!!!! 

Now I just tried to call merchant services on the VIP line I pay $90 a month for and they told me I can't reach them through that phone number. I have to put in a request through website for a call back. Last month I was able to call the VIP line and reach them. WHAT A JOKE!!! 

I SEE A MANAGER IS REALLY RUSHING TO CALL ME ABOUT MY PROBLEMS. LMAO

And my nightmare continues!!! It's been one month since Intuit has owed me $1,110.87 and since May 26 when I was told I would have the funds in 5-7 business days. I have no more words for the incompetence and total lack of service from your employees!! Everyone stay away from this company!!!!!! Settle up the various monies you owe me so I can close my accounts.

Total idiots working at support for merchant services. Management should honestly be ashamed of the service that is being provide. Transaction pending for 7 days and funds have not been deposited, there is no ACH transaction that can be pending for 7 days. ACH processes within 24 hours. Transaction was submitted on Feb 01, 2023 and approved & authorized by the receiving bank instantly but funds are still pending 7 days later. Something nefarious is going on at Quickbooks that the funds are being held for extended period of time. Spoke with 4 people at support and could not get an answer just excuses. Totally illiterate support staff.

Let me know if supervisor or manager help me, they wouldn't help me

I am very dissappointed with merchant service. I had initiated to reduce my rate.  I went into chat session and i got this man who knew online but not desktop.  He said because my date  of birth was not updated the back office could not reduce my rate.  When i mentioned there were no place to update my birthday and i am in desktop he stumbled and got disconnected.  I got another person on the same day.  March 27 2023, she claimed she will work with me and claim they gave me rate reduction along with not charging me $ 16 monthly fee.  I requested to retroactively give me a break, they said no.  I understand. I went online to check the charges on my merchant service on April 6th and did another chat session.  I was told the woman did not update the charges.  I was vivid.  He too asked me to update my date of birth. I told him the same thing i am in qbooks desktop, the last time the woman took my date of birth and updated and told me the rate change.  This time he apologized and claimed he can give me the rate reduction but i would be charged $16 as it was not for desktop customer.  I am a CPA and have used this software for over 25 yrs, recommend clients to use your company and am so disappointed that I felt robbed.    I went to see if the rate change happen, i don't see any change.  Now i know never to recommend this company

Same issues here. I had a charge back from June 2023, from a customer who was unhappy with their service, however this customer did receive all of the product & services they had asked for. I followed all of the original instructions from the dispute and have uploaded the document quickbooks. This has been done 2 times now! They have since closed my case with no resolution. Every time I call they give me the run around about escalating my case to reopen it.  So what quickbooks is telling me is that the documents that I already sent over can be re uploaded a 3rd time. They refuse to let me speak with a manager. They tell me the manager will tell me the same thing about escalating a ticket and will email me or call me back. I have never been patched through to a manager, a call or email. I find it funny, how quickbooks now offer charge back services for a fee. Every time I turn around they want more money from my business (over $7500 in fees alone last year). They have held over $8000 from this charge back and refuse to help get my case moving at all. This massively large company just keeps acquiring other businesses to create a monopoly & sending more jobs overseas. To customer support teams that can not help or speak English.  They have by far the worst customer service, I have ever seen! They beat out all the big cellular companies, local electric companies & even the IRS.  There needs to be a class action law suit brought against them for delaying disputes so that they laps and no money is accounted for. I have spent months trying to contact someone at quickbooks and countless hours. This is unacceptable for the amount of money they take from all of our small businesses every year.  I expect someone to get back with me to resolve this right away. I have already spoken to my lawyer about the next steps.