Question

Merchant Services Customer Support

Forum|Forum|2 years ago
March 6, 2024
4 replies
0 views

I've been a customer for over ten years. I love the QuickBooks online product. It has everything I need to run my business. However, I don't like the customer service. I have never seen such a horrific service. I dread having a problem with anything related to QBO because I know it will not get solved for 14 days or more. I have called close to 6 or 7 times to solve one issue. Your customer service is the worst I've ever seen. The hours are horrible, the agents need to be more knowledgeable, and the follow-up needs to be more present. I have a problem right now that has been unresolved for six days.
My merchant account is on hold. I can't touch any of our money. I own a small business, and our working capital needs to flow. We can not operate with a service like this.
According to Nerdwallet, Quickbooks Online is the best accounting software 2024, followed by Xero, Zoho Books, and Freshbooks. I agree with their assessment regarding usability, product offerings, etc., but god forbid I have a problem; the resolution time extends beyond a day or two, aggravating, unexplained, frustrating, astray, and unsatisfactory.
Since I started my business, I've only used QBO for accounting, but it's time to go. I can't use a company that does not value their clients. I'm frustrated to no end, and this is very stressful. Adios, QBO! Zoho Books or Xero, here I come!

QuickBooks Online

4

4Gal

Zoho Books or Xero, here I come!

You can convert your data to QB Desktop file and use the trial version to access your historical data for good. Then you may start from scratch in the new app to lower your conversion costs.

R

rvrfrf

Welcome to the Community, getnickifit.

Intuit can hold funds on QuickBooks Payments accounts for a number of reasons. Sometimes it could be due to chargebacks, or collections scenarios, while other times it could be for a risk assessment review.

To verify my understanding, which type of hold are you working with? If you're unsure, any time Intuit holds funds on QuickBooks Payments accounts, an email is sent to the address on file, detailing what's occurring and what your options are. This email will also cover if there's any documents or information needed from you.

I've included a detailed resource about working with QuickBooks Payments which may come in handy moving forward: Why are my funds on hold?

I'll be looking forward to your reply. Have an awesome Thursday!

J

Just_me

@rvrfrf You forgot to list the one where QB will hold funds to make money off of it. You know... Collect the interest that the company collects when they hold their customers funds for NO reason.

And fyi, an email isn't always sent. (But I think you know that)

D

DigitWizard

I have a client that had a change of members in her C-corp. She tried to change the information in the merchant account and was told all she had to do was close that account and open a new one. Now the deposits have been on hold for a week and after multiple calls was told they have no timeframe for a resolution. Long story short, essential employees are threatening to leave and the business may have to close. Is the the "enhanced functionality" they keep talking about? WTF

Bryan_M

I appreciate you for chiming in this thread, @DigitWizard.

I see that you're client's experience with the on-hold deposit and account management wasn't easy. Also, we acknowledged your client's effort in contacting our team to find a solution.

With that in mind, let me direct you to the best help possible and to further explain the "enhanced functionality".

Before that, I'll share some info about on-hold deposits. QuickBooks holds recent payments accepted to periodically review and ensure everything is alright. This doesn't mean there's anything wrong, we're obligated to protect the interests of all parties involved in the payment process.

Check out this article for more info: Why are my funds on hold?

On top of that, I recommend contacting Merchant Services again to acquire updates about your client's account progress. They have the tools to help review your client's case and check for a resolution.

If you want to learn how to check deposit speed, check out this article: Find out when QuickBooks Payments deposits customer payments.

For additional queries about managing your payments account and deposits, don't hesitate to reply to this post. I'll always be around to help. Have a good one.

D

DigitWizard

Except this has been going on for a week. The feedback I got from my client is the with each call she made, each support person was less informed than the previous one and each took her down the same rabbit hole of clearing cookies and rebooting computers before they got to the real issue of Intuit putting a hold on the funds. No one requested documentation as to company ownership, which she has. No one called or emailed requesting additional information and the supervisor she last spoke with said the timeframe for resolution was undetermined. I sat in on today's call and to say intuit was disinterested in resolving this would be an understatement. Now that Intuit wants to be an accounting system, a merchant service provider, a loan source, a payroll system, an HR company a bookkeeping provider, they have slipped into the abyss of doing none if well. Read the feedback, no one is happy and directing people to articles tells me you really think you're dealing with amateurs.

A

alysa_m_14

If you're still using QB, another option is to use a merchant service solution that plugs in natively to QB, like EBizCharge. For any solution you look into, it's super Important to make sure they have in-house support so if you ever need support like this, you're able to get on the phone when you need help and get it resolved. Happy to chat!

Sign up

Login with SSO

Login to the community

Login with SSO

Scanning file for viruses.

This file cannot be downloaded