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DARB21
February 7, 2024
Question

Suddenly Closed Account…

  • February 7, 2024
  • 4 replies
  • 0 views

Please chime in if this has happened to you or you found a solution! I’ve been with QB Merchant for almost 10 years and they suddenly closed my account. They also closed my QB Checking account with no warning and cannot give me a direct answer as to where the 50K of deposits are. Very discouraging and would love to know if there is enough negligence for a class action lawsuit. 

    4 replies

    J
    JuliaMikkaelaQ
    February 7, 2024

    I recognize the urgency to know the reason why your account is being closed and where your deposits are being held, @DARB21. It's not the kind of service we want you to experience. Allow me to provide some details about this.

     

    A Merchant account will not be closed or deactivated unless the account holder or user requests it. Thus, we’ll need to determine the reason why the account is no longer active. To do so, we will have to collect some personal information to verify and check your account. I suggest that you get in touch with our Payments Support Team to review the security of your account. You can follow the steps below to reach them:

     

    1. Go to Help (?), then select the Search tab.
    2. Click Contact Us.
    3. Select the topic to connect with the right expert or choose Ask about something else and provide a brief discussion of your concern.
    4. Click Continue.
    5. Choose a way to connect with us:
    • Start a chat with a support expert.
    • Get a callback from the next available expert.

     

    Moreover, holds are triggered when any of the following occurs:

     

    • Your payment processing exceeds the maximum dollar amount expected on your account.
    • A transaction is processed after multiple unsuccessful authorization attempts.
    • Certain transactions require verification of your business type to ensure compliance with the Intuit Acceptable Use Policy.
    • If our systems detect processing patterns that pose a risk to any of the parties involved (be it you, your customer, or Intuit), you will be notified.

     

    Once your account is on hold, an email will be sent to inform you about the necessary information or documents required to release the payment. You can check your inbox for any instructions related to it. It will provide you with detailed steps to resolve any issues.

     

    Furthermore, let me share this article about payment deposits: Common questions about payment deposits in QuickBooks Online.

     

    Feel free to ask any follow-up questions or reach out to us again for any other inquiries. We are always available and more than willing to offer our assistance.

    D
    DARB21Author
    February 7, 2024

    Thank you for the response. However, you’ve given inaccurate information:

     

    1. I obviously never requested my merchant account to be closed; but it still happened. 

    2. Obviously the first thing I did do is call. An agent informed me that a risk team will randomly decide to close a merchant account. 

    3. The monies in question are not on hold. They’ve just disappeared. I was on the phone for hours yesterday and not a single agent could give a direct answer as to where the funds were. 

    4. Attached is the only email I’ve received regarding a portion of the funds that are gone. 

     

     

      J
      JuliaMikkaelaQ
      February 7, 2024

      Hello there, @DARB21. I appreciate you sharing more clarifying details and a screenshot of your concern.

       

      I completely understand how frustrating this can be, especially when funds and deposits are involved.

       

      Since the Community space is a public forum, we can't access your account and check where your deposits are due to account security concerns. To address this matter effectively, I suggest reaching our Payments Support again. I know you have already contacted them, but they have the capabilities to securely check and investigate where your funds go after they close your account.

       

      Additionally, if your deposits weren't posted on your bank account, this might be rejected by the bank or due to the closing of your account. With this, you might consider checking your spam or junk folder for any QuickBooks email consisting of a rejection code notice. 

       

      Moreover, you can check this article to know the funding time for your deposits: Find out when QuickBooks Payments deposits customer payments.

       

      Please keep us updated on your progress or if you have any further questions with your Merchant account. Our team is willing to help. 

      D
      DARB21Author
      March 6, 2024

      UPDATE! Quickbooks has made it very clear this is not their issue and has pushed me off to Green Dot Bank. As of today, I still do not have the withheld funds back. Green Dot is IMPOSSIBLE to deal with. If you can even get someone on the phone (nearly impossible to wait hours on hold), they are rude, hang up, or repeat themselves in a different language until you finally give up and hang up. They have requested forms and paperwork from Wells Fargo and myself that don't exist (just another hoop). The Better Business Bureau has been able to mediate for us, but Green Dot is still going in circles. A complaint was made with the Attorney General. Our next, and only step left, is to file a lawsuit holding QB and Green Dot liable for the loss of funds.   

        W
        will_footprint
        March 18, 2024

        Hi, please keep updating this thread. I am dealing with a similar situation: the checking account was randomly closed without my consent and the funds have not been released. 

          D
          DARB21Author
          March 18, 2024

          3/18/2024 UPDATE!!! I sent the attached email on Friday, March 15th, 2024. Within 3 hours my money was back in my account and issue was resolved. Good luck to anyone fighting this battle! I still hope one day Quickbooks and Green Dot faces a lawsuit for their actions. 

          Green Dot emails used to send the documents they requested over and over:

          [email address removed]

          [email address removed]
          [email address removed]

            Q
            Q-BSucks2
            April 16, 2024

            How did you contact quickbooks? The phone and chat support are useless I had my payments account closed and have a payment on hold that I just want to refund to the customer at this point 

              K
              Kurt_M
              April 16, 2024

              Hi there.

               

              It isn't the experience we want you to have when using QuickBooks Payment (QB Payments). We want to ensure this gets sorted as soon as possible to get information about your closed payment account and the instructions to address the payment on hold to start processing the refund. We recommend checking this page where all the details to contact our Payments Team are present: Contact Payments Support.

               

              Moreover, here are some articles to know more about funds on hold and how you can resolve it: Why are my funds on hold?

               

              Don't hesitate to visit us again here in the Community space if you require further assistance accessing your account and managing funds on hold inside QuickBooks. Stay safe.

              W
              will_footprint
              June 4, 2024

              Has anyone here had any success receiving your funds? We had $15,229.68 in our account when it was closed without our consent on March 12, 2024. As of today (6/2/2024), we have not received our funds. As a small disaster relief non-profit, this has been devastating for our operations and nearly resulted in us having to lay off staff. We are heading into hurricane season and need this resolved. If it's not resolved shortly, we will be forced to pursue legal action. Our Case # is 15116369885.

                Q
                Q-BSucks2
                June 4, 2024

                we're all f###ed theres no way to retrieve the funds. i spent 10+hour talking to these idiots on the phone, the say 30 days to refund, 60.. 90.. 180.. now they say it goes to unclaimed state funds.. next they say customer must chargeback its nonsense

                  C
                  ChristineJoieR
                  June 4, 2024

                  Receiving payment on time is essential for every business entity, Footprint. Let me direct you to our phone representative regarding this your QuickBooks Merchant account.

                   

                  Since the Community is a public forum, we recommend calling our QuickBooks Merchant support team for additional assistance in reviewing your account thoroughly. Verifying your account status will help provide sufficient reasons for the closed account without your consent.

                   

                  Here's how:

                   

                  1. Click the Help menu in the upper-right-hand corner.
                  2. Type in Talk to a human, then press Enter.
                  3. Select Contact Support Team.
                  4. Type again Talk to a human and click Contact Support Team.
                  5. Choose a way to connect with us.

                   

                  Once everything is fine, you can have this article to see the complete instructions to process a charge card: Process payments in the Merchant Service Center. Following these steps, you can add the Charge a Card feature to the processing tools.

                   

                  I'll be adding these articles with more understanding of the delayed payment deposits in QuickBooks Merchant:

                   

                   

                  Our team will work closely with you to guide you through the resolution process. I want to assure you that you will be informed at every step of the way. Your satisfaction is important to us.

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