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SAM013
September 23, 2022
Question

Payments in indefinite review

  • September 23, 2022
  • 1 reply
  • 0 views

We've been with QB for over 4 years. We recently had  ~$100,000 in client payments in 'Review' for days (bank-to-bank, ACH, via invoice link). We've spoken with 4 representatives over 2 days who have offered completely different explanations. "I don't know what's happening" "We can't reach that department. Neither can you, they don't take customer calls." "Your money is cleared". "Your money will arrive anywhere from maybe 3-7 days, but can't say for sure"

 

We've been offered no explanation of what the 'Review.' is entailing.  Someone allegedly from Payment Review, called and 'verified' our identity. Said he'd clear the payments. Nothing 2 days later.  No emails. No calls. 

 

This cannot be acceptable SOP even under the Merchant Agreement. We will be seeking counsel to determine in writing What authority Intuit has to hold funds at all. Under what circumstances this 'Review' was triggered. Under what authority Intuit can indefinitely hold funds from the recipient ( that have legally cleared the sender), with no further explanation as to when funds will be deposited.

-BCP

 

Needless to say, we won't be QB customers much longer.

1 reply

MichelleBh
MichelleBh
September 26, 2022

We'll make every effort to put things right, @SAM013.

 

We'll get this taken care of as soon as possible. I'm determined to make your experience with our assistance better.

 

First, I want to thank you for sharing your experience here in the community. I understand that an expected disruption like this can heavily impact your business, especially when there is a lack of clarity around the issue.

 

We've filed a formal complaint on your behalf with our Merchant Service team so that they can review your account and support experiences and take any necessary action. Rest assured that your concerns have been heard and will be addressed appropriately. In addition, one of our agents will contact you within the next few days to discuss your situation.

 

When the payments are in the account, don't forget to categorize them.

 

Additionally, you can bookmark these articles below on how to manage declined payments, gift cards, chargebacks, and other related topics:

 

 

If you ever need further assistance, do not hesitate to reply to this thread. I will do my best to provide support and get you back on track.

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SAM013Author
September 26, 2022

So, thank you. But it's a tad late for 'avoiding disruption'. This morning we received a non-sensical email threatening to stop our payments if we didn't provide documentation noted as 'Other' (yes, really 'Other), 'Contractual Agreements ' (we'd turn over confidential agreements with our clients???), "Proof of Advertisement' (we consult, we're not billboards), and more. 

 

Since then, 3 different Merchant Reps have 'helped' us ...to the tune of 3 hours of wasted time. 

I've been told they are 'verifying the account' ...after 4 years?...then the story changes to 'updating the account'....after 4. years? ...then the story changes to 'We have to see the documents'...

 

At this point, we have legitimate security concerns for the information of our company and our clients. At best, Payment Review and Merchant Services is disorganized, and one hand doesn't know what the other is doing. At worst, we fear Payment Review & Merchant Services is just fishing for a lot of private information. We will not hand anything over with legal counsel review. 

 

This is outrageous! 

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GlinetteC
September 26, 2022

I know this hasn't been an easy process for you, SAM013.

 

Let me make it up to you by ensuring this gets further investigated. 

 

Your complaint with our Payments team was submitted today, and someone will be reaching out to you to follow up on this matter. Please know that we're determined to resolve this issue the soonest.

 

Your patience and understanding are much appreciated.

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