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Risk Department holding funds and not able to speak to them directly

Forum|Forum|3 years ago
December 1, 2022
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I need the direct phone # to Quickbooks Risk Department because they won't release funds to my bank account and I am literally going to lose my business because of it. The Payment Department will NOT give me thier phone #. All I want to do is speak directly to the case manager so he/she and I can quickly work together to verify all that needs verified right then and there so I don't lose my business. It is absolutely infuriating I'm not able to speak directly to the "Risk" people. Truthfully I don't think this verification process stuff should take more than a few minutes. We could even do a 3 way phone call with my bank and/or my customers if needed. This is unreal. Feels like a bad dream. I am new to offering electronic payments to customers. I had no idea Quckbooks was going to take my hard earned money like this and just lock it away somewhere and the people holding it won't even speak to me. Please someone give me Risk department direct line. Help me out of this terrible nightmare.

QuickBooks Payments (Merchant Services)

Best answer by MaryLandT

I understand the urgency of releasing the funds as quickly as possible, @JT1984. However, we're unable to deposit any money on hold until the review is completed.

Please follow the steps and read the email you receive carefully. It'll give you instructions to fix the hold. Once our Rist Management Team receives the requested documents, they'll complete the review and finish processing the payment within 2 business days.

While I'm unable to provide the phone number from our Risk Management, a representative will attempt to contact you through the phone number on your merchant account.

If you didn't receive a call, I'll route you to our QuickBooks Payments Team. They can pull up your account and provide the status of the hold.

Sometimes life happens and there could be delays in money hitting your account. This article will help you understand holds on your payments and how to minimize them in the future: Find out why your funds are on hold.

Let me know in the comment section below if you have additional questions. I always have your back!

MaryLandTAnswer

I understand the urgency of releasing the funds as quickly as possible, @JT1984. However, we're unable to deposit any money on hold until the review is completed.

Please follow the steps and read the email you receive carefully. It'll give you instructions to fix the hold. Once our Rist Management Team receives the requested documents, they'll complete the review and finish processing the payment within 2 business days.

While I'm unable to provide the phone number from our Risk Management, a representative will attempt to contact you through the phone number on your merchant account.

If you didn't receive a call, I'll route you to our QuickBooks Payments Team. They can pull up your account and provide the status of the hold.

Sometimes life happens and there could be delays in money hitting your account. This article will help you understand holds on your payments and how to minimize them in the future: Find out why your funds are on hold.

Let me know in the comment section below if you have additional questions. I always have your back!

J

JT1984Author

I appreciate your response. Most of what you suggested I figured out on my own already, but very very slowly. I had my bookkeeper set all of this up for me, so I was completely lost trying to figure out how to navigate through all of this. My bookkeeper is not my employee, so she is not available all the time. Even if she was available, she would've had trouble with this too. As of now I think I have all of this sorted out and submitted all that the Risk people needed. I received an email from quickbooks shortly after I uploaded all of the documents. The email said the full amount withheld has now been credited to my account and the funds should be in my account within 48 hours... I will believe when I see it. There are many things about all of this that don't make sense and I feel in general a phone call with my Risk Case Manager would would easily cleared things up. I think one of the main issues is Payment Department and Risk Department and Merchant Department aren't in the same room working together as the Payment people can't see the Merchant stuff and also don't seem to understand exactly what the Risk people want. In my case, if the Payment people (the competent ones), I spoke to many, could've been able to see my transaction report they would've had a better understanding and would've seen the problem. In my case there was a key misunderstanding on my end, but I had no idea I could open and view the transaction report because I'm so new to all of this. In the end my gut feelings are what guided me to resolving the problem, not the Payment people or the Risk people. Thanks for your timely response, help and guidance.

J

JT1984Author

Felt I should update yout the reader. All of the funds that were withheld are now in my bank account. The problem is solved and the scary parts are over. It's a relief for sure. My nerves have calmed as this stressful situation is behind me. It's amazing how much a person's mindset, words, and actions can change in these desperate situations. I assume this is why you can't speak directly to the Risk people. Must be a rough job.

E

EdKirby

I am having the same issue. it has been nearly 2 months and Intuit are still holding $80K of funds. no update, escalations dont help. no one can give a straight answer. completely unacceptable service.

MJoy_D

We don't want you to be inconvenienced in any way, @EdKirby.

When we place your payment on hold, it does not imply that something is wrong. We'll only need to double-check the payment to make sure that everything is correct. Intuit will release that payment after providing us with all the requested information. You'll usually receive an email from us asking for some information about the transaction.

Once we get everything from you, we can usually complete the review within 2 business days. In case you haven't received an email from us, I suggest contacting our Merchant Service Center. They have the tools to trace this charge and why this is still being withheld.

To find their phone number or chat link, please see the following article: Merchants Services Support Team.

For your reference, here are some links that you can check out about fixing the payment on hold status for deposits:

Please let me know if you require any additional help in handling your transactions. I'll be there to help in any way I can. Have a wonderful day!

E

EdKirby

unfortunately i am severely inconvenienced! holding $80K for 2 months with no explanation is more than an inconvenience.

this canned response does not help.

i woudln't be posting here if i had not tried that. i have spoken to merchant services a dozen times. funds are marked as "WITHHELD".

I have received several case numbers but there has been no resolution.

there is nothing wrong with the charges. the customers have paid and not disputed. intuit just will not release the money.

i would appreciate a real response and a resolution.

T

thiscompanyisterrible

Did they ever give you your money? They are literally the WORST company. I'm telling all of my clients and myself are moving out of quickbooks. I even use their tax software. I owed them $193 and they withtheld $8,000. By the end of today it will be over $20,000. Can't pay employees, can pay bills.

T

TigerCry

This is a horrible and time-consuming thing to go through!. Were you able to resolve it and and have your funds released?

I'm at the finish line of this ordeal as I finally received the infamous "funds released" email that you're suppose to receive after the 48 hour review period.

I also went through the outgoing runaround and gut wrenching process that everyone experienced...such as calling multiple times per day, pleading with customer service representatives, submitting documents that weren't mentioned initially, given different information with each rep, etc. etc...

My light at the end of the tunnel happened when I miraculously got connected with a state side representative (not to imply that the ones abroad are incompetent, however I feel that they have access to different areas of the system and/or resources).

He was able to tell me (legitimately) what the root of the problem probably is.

Apparently in my case, I had 2 overlapping reviews for two different issues simultaneously.

The first review was a routine one from one department (supposedly "The Untouchables" meaning they call the shots and have first dibs on overseeing your account, and unless it leaves their department good to go, nobody can touch it). I also had a collection issue for processing fees (which were very minimal but caused a commotion).

As one got released it wasn't relayed to the other department to review, so it just kept on getting thrown back and forth as the two different departments saw that it was in review from the other department. As for the service reps, they just see "under review". Which relays to them as that "it's being looked at and the review is ongoing and has to be completed, please be patient... ,yada yada yada..." You guys know the spiel.

I questioned the the agent who solved the mystery if this happens often... According to his 6 years of experience with QuickBooks, he stated that he has seen it before, but its. VERY uncommon for review holds to overlap (he said it's not uncommon for a back to back review though). Nonetheless he caught it and the rest is history.

I hope I'm not jumping the gun as I'm still waiting for my funds to appear in my bank...but I literally just got the email of the hold release and wanted to share on here before I get overly ecstatic once I do see my monies and forget to share my experience. Because we all do that.. once everything's fine and dandy we forget the turmoils and carry on 😂

.I will update if I encounter another BS run around moving forward (hopefully not)... I hope this helps someone and please maintain sanity in the mist of this process, as nobody wants to deal with a crazy person. 🤪

T

TigerCry

Hi All,

I hope that everyone was able to get some resolution, and better yet, received all of your funds back! I'm just posting this follow up to let everyone know that my funds were deposited into my bank the very next day after having received an email that the review is completed, and funds are on the way.

I really pray that everyone pieces the puzzle to their own dilemma, as you will not advance if you don't keep pestering!

J

JP379

Another business I own was hacked and because my SS# is attached to it my other business' Merchant Account was shut down. I am experiencing the same horrible process with 10's of thousands of dollars on hold. I am actually speaking with my attorneys today and starting a class action lawsuit.

B

BG64

Merchant services is holding two ach deposits on us. I have called numerous times, done everything they have asked of me - waited for them to get back with me a number of times. I have reviewed a number of other customers with the same complaints making me believe that somehow this company is using the funds of their clients for some purpose. There must be something that they are getting from holding these monies back - interest? Can not get in touch with the actual risk management team to clear this up. Trying to figure out where to report this company to - may try to file at the attorney generals office.

MichelleBh

I appreciate all your efforts in dealing with this ACH fund issue, BG64.

I can understand how frustrating it must be not to see the funds in your account as expected. Please be assured that we take this matter seriously and are working diligently to resolve the issue.

I recommend giving our Customer Support team another call to follow up on the case. They will be able to provide you with the most up-to-date information and help you navigate any next steps that may be needed.

In addition, check out the following articles below to learn about the most common ask questions with QuickBooks Payments:

We value your business and appreciate your patience as we work to resolve this matter. Please let us know if you have any further questions or concerns. Keep safe always.

S

SHOLBOA

I have the same issue and it seems to be an echo in the community. I'm done paying for horrible customer service.

D

diki12

We are going through the same ordeal as QuickBooks not only closed our account, but they also hold $55000 of our cash flow for more than two weeks. Every day when we call to inquire, they will nicely advise us that it will be resolved within 2 business days, and that we should receive email or phone instructions. But they just keep the fund as long as they want without being mindful of business interruptions. We wonder if there is any legal help, we can get to not only to have our fund released but to have Quick book be responsible for the interest and additional cost we had to go through for their prolonged hold of fund.

B

BTC123

Hello, I am trapped in a very similar nightmare - Quickbooks processed a payment, told me funds are on the way to my bank accout, then closed my merchant account - withholding thousands of dollars for more than a month - without cause. More than a dozen support calls and every QB agent has given the same non-answer; "...case escalated", ...no update", "...case closed", "...new case#", "...case escalated", "...no update"... repeat.

Quickbooks has put my company in jeopardy of closing down... PLEASE HELP!

JaeAnnC

I understand what it feels like when we’re unable to receive updates about escalated cases, especially involving business funds, @BTC123. Allow me to chime in and ensure you'll be able to get assistance from the appropriate department regarding your on-hold deposits in QuickBooks Payments.

Getting back and forth isn't easy. However, the Community is a public forum, and we're unable to access your account information here. That said, I encourage you to get in touch with our Payments team. While I'm aware you've already contacted us, it's best to reach out again so they can review your previous cases and provide further updates about the issue.

Additionally, check out this article to obtain answers to your questions concerning Payments: QuickBooks Payments FAQ.

We'll appreciate your patience and understanding as we're working on a resolution, @BTC123. Please don't hesitate to return to this thread if you have further queries about receiving funds. We're always here to help. Take care.

A

Alex AMCO H2no

I’ve been calling your payment team for over 6 months ? It’s escalated every week . ? It’s 4120.00 and I’m a small business ! Please call me [removed] or [email address removed] . If anyone knows a legal angle or a lawyer that can help please help with that information. Maybe the federal trade commission??

P

payments-steeles

Same issue here I have 3 open cases one that has been open for 11 days now and one that was just opened today. As of last night the scammer began sending me death threats and telling me he would kill my family. Intuit has done nothing to escalate the case given the severity- I have a patrol car parked outside my house for protection and intuit is holding over $5,000 dollars. All of my families money so we can't even leave the house or town for protection. They have done nothing to realize the severity of the situation and I am so frantic. Not to mention Christmas is 3 days away and we can afford nothing and my employees can't be paid. I am honestly scared for our lives based on the pictures this guy sent me. I submitted them in the request- I am so scared for my family right now and have nothing because of this person but fear for our lives. This is one of the worst experiences of my life and even the police told them to release the funds so we can leave town. Still zero escalation and "48 hours" Not that assuring when one case hasn't been addressed in 10 days.

I am heartbroken and scared for my family- this was so cold of them to handle this this way after 5 hours on the phone and even speaking with a detective. Praying to god they actually release them immediately so we can be somewhere safe.

J

jen55will

I received a payment for services rendered on Aug 26,2023 and Quickbooks has never released the funds. I have called countless times and an told to check my email. Nothing has arrived. On top of that they shut my account down and are continuing to charge me $60/for a service I'm unable to access. In order for me to removed my cc #

So I need to get my $1150 that was held and reimbursed for the charges since September 2023

I too am infuriated by the lack of professionalism and accountability. This is theft in my book.

S

SirielJeaB

Hello, jen55will. I understand that delayed payments can have a significant impact on your business operations. Please know that I'm committed to resolving your concern.

Processing payments directly and conveniently within the software is relevant in managing business finances efficiently. We review payments regularly to ensure everything is in order, benefiting all parties involved.

We usually send email notifications to keep you informed if there are any issues with payments. If you haven't received one, I suggest contacting our Live Support Team again. They'll investigate the matter and provide you with comprehensive information on why there's a delay in receiving payments. Please click the following link to view our support hours and contact us: Payments Support.

If you want to learn more about payment processing fees, you may find these articles helpful:

Kindly keep me informed if you have further queries about managing your payments. Simply return to this thread by leaving a comment below. I'm always here to assist you in any way I can.

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