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PythiusLabs
November 30, 2023
Question

Need Help/Advice for Getting Money Back After Failed Payments with Bill Pay

  • November 30, 2023
  • 2 replies
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I'm hoping someone in the community has dealt with this issue and has some advice. We have Quickbooks online and had sent out a number of vendor payments successfully. Then in late October, we tried making two $25,000 payments to a vendor that came back with a bank error. I found this odd because we successfully paid this vendor with the same information via Chase. I had a third payment scheduled for this vendor but cancelled it after seeing those failed payments. All in all, Intuit took $75,000 from our bank account. All of this occurred between Nov. 1-3rd. We still don't have the money back in our bank account, and I have spent 10+ hours with customer service. My last attempt to deal with this was a week ago, and I spent 4 hours on the phone with customer service and didn't get a resolution. I have been told by one agent that $25000 was "released" on the 17th but they don't know what is happening with the other two $25K payments. Another rep told me they were all "released" on the 16th" and I'd see them in my account in 8-10 business days. I've been given dates of Nov 10th, 16th, and now beyond. Each date passes, and we don't have the money back. At this point do I contact a lawyer or law enforcement? Any advice?

2 replies

K
KBurden
November 30, 2023

Did you receive an email from Intuit about the failed payments?

 

We had several payments that failed & received an email from Intuit that stated:  "Action required:  We couldn't complete your payment.  There was a technical issue, and no funds were withdrawn from your account.  Try scheduling this payment again."

We tried rescheduling many times and it didn't work.  I ended up having to go to the various vendors' websites and pay via bank transfer.    Intuit didn't take the money from our account though.

 

We also had issues with some check payments never reaching vendors.  We had to contact Intuit to void and issue a stop pay.  Days later I received emails that had:  "Returned Check Payment Notification.  Your check payment scheduled through QuickBooks Bill Pay was unsuccessful and has been voided.  The full payment amount will be refunded to your account XXXX in five banking days."   However it took over 2 weeks before the money was refunded into our bank account.

 

We currently are having an issue with a check that shows as Paid in QuickBooks but the vendor says they never received it.  Intuit cannot provide us with a copy of the cancelled check so we can see who/where/when it was deposited.

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PythiusLabsAuthor
November 30, 2023

I did receive an email about the failed payments, and I checked the bank information. It was correct, and there was no reason for the failure. Intuit at this point had taken all three transactions for $25,000 from our Chase account totaling $75000. After the first two payments failed, I went in to cancel the third scheduled transaction as it wasn't to be processed for one additional business day. 

 

I would understand two weeks, but it's been four. 

M
Mark_AG
November 30, 2023

I understand the sentiment behind the experience you're going through, @PythiusLabs. We are steadfastly committed to assisting you in resolving this issue. Furthermore, we will submit an internal complaint on your behalf, ensuring your concerns are addressed promptly and efficiently.

 

Moreover, please feel free to contact the Community, as we are always available to help you with anything else.

K
KBurden
November 30, 2023

Also found this when researching a bit:

Note The best way to get your money back if the company doesn't refund you through its own policy is to file a fraud complaint through your bank or credit card company.

Source: https://www.thebalancemoney.com/filing-a-complaint-with-the-better-business-bureau-1794757

 

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