Unacceptable Handling of Merchant Account and Payment Refunds
- July 23, 2024
- 1 reply
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I am writing to express my profound dissatisfaction with the recent experience we've had with QuickBooks Online Payments. If I could give no stars, I certainly would.
We recently took over a well-established company that has been in business since the 1980s. During the transition, we started using QuickBooks Online to invoice our customers. Unbeknownst to me, there was an online payment option available, which some of our customers began using to pay via credit card. The fee charged for these transactions is an exorbitant 3.5%.
Last Friday, we noticed one of the charges was on hold for deposit. We reached out to inquire about the issue, and the email address provided by your chat support ([email address removed]) resulted in an "address not found" error. When I called customer support yesterday, I was transferred through numerous departments without any resolution or explanation.
Today, after much persistence, I finally reached the Merchant Payment line, only to be informed that our merchant account had been closed and the funds could not be deposited to us. When we requested a refund for our customers, we were told it was not possible. Instead, we were informed that the funds would be held for 180 days and that our customers would need to initiate a dispute themselves. This is absolutely unacceptable.
This policy is not only impractical but also damaging to both our company's reputation and yours. Expecting our customers to call in and dispute the charges makes us look like scammers and severely undermines trust in both QuickBooks and our business.
We demand an immediate resolution to this issue. Specifically, we request that QuickBooks either deposit the funds into our account or refund the money directly to our customers without delay. Holding funds for 180 days and refusing refunds is completely unreasonable and detrimental to our business operations.
We expect a prompt response and resolution to this matter.