Skip to main content
M
mesparza
October 5, 2022
Question

Withheld Funds

  • October 5, 2022
  • 3 replies
  • 0 views

Our merchant account was originally set up incorrectly and we tried to resolve it in June 2022. I was told to close the account and open another one with the correct information. That is what I did. When I opened the account again, apparently, it just reactivated the old account. It actually let me charge a customer $11K, so I thought it had fixed itself. The charge went through and they are withholding the funds. I have been trying for over a week now to get a "withheld" funds  issue released. We are NOT a big company that can just sit on $11K. I've called every single day since 09/27/2022 and still no resolution. First I was told that it was still being reviewed, then I get told that the form was filled out incorrectly by the prior agent, then I get told they still have 1 more day to review, then I get told that it has been "escalated" (which is BS because it was supposed to have already been escalated.), then I get told that the whole thing was done incorrectly and a new case has been created. I asked to speak to a manager but was told that they will just say the same thing. THIS IS THEFT! Quickbooks is stealing our money and i'm ready to get a lawyer involved if my funds are not released. I'm so sick and tired of getting the run around. I haven't even been contacted to tell me what needs to happen to get these funds released. I've been calling them and i keep getting told different things by 7 different agents. 

    3 replies

    J
    Just_me
    October 5, 2022

    @mesparza   If you search through the community, here, you will find that they are doing the same thing to a LOT of other people.  In fact, they are all having to have to wait a certain amount of months. (Yes, months) to collect the money from their state.  

     

    I think it is completely fraudulent t hat QB is getting away with such dishonesty and nonsense.

     

    You can keep trying to get a hold of them, and getting it figured out, but plan on having to wait it out, like so many others, and collecting it from your state.  

    I also would recommend filing a complaint with the BBB.  The more complaints they get, the better.  And hopefully, some day soon, an attorney picks it up for a class action lawsuit.  

     

    Sorry I don't have better answers for you. 

    Good luck. 

      AlcaeusF
      AlcaeusF
      October 5, 2022

      Hi @mesparza,

       

      I appreciate you for taking the time to reach out to us about the charge. I would also do anything I can to get the funds released and deposited into my account.

       

      I know how this issue affects you and your effort in running your business. It takes too much of your time contacting our support to retrieve the amount taken from your customer.

       

      We've checked your case and see a movement to the correct queue. Someone is reviewing your account concern and will reach out to you from our Payments Team for updates.

       

      In case you need a real-time update or want to follow up, you can contact our Payments Support. I want to share this link to ensure you get hold of the right support for the problem: Contact Payments or Point of Sale Support.

       

      There are times a recent payment you accepted is on hold when processing payments using our merchant services. I've added an article you can visit to learn more about it, as well as how to check the notifications from us: Why are my funds on hold?.

       

      Keep in touch with us here in the Community if you need more assistance with the payment issue. We're always available to help out. Take care always.

      K
      KarieSue
      November 17, 2022

      I am in the same boat as you, the only difference is the are withholding 110k.  It is complete BS.  I have never heard so many excuses.  They have 2 days to review and 24-48 hours me so many times. This has been going on since OCT 27.  I am on chat with them now, and alot of the times they will just quit chatting when they are reviewing your account for the 88942 time is 2 days.  If you get disconnected on phone or chat well that is another 2 days.  I am over this crap, have had to lay off 3 employees due to this. The next step will be contacting my lawyer.  They even tried to tell me that Halloween was a holiday so the 31st did not count as a review day. Wow

        M
        MirriamM
        November 21, 2022

        Hello there, @KarieSue.

         

        I can see we missed the mark on communication throughout this issue, and we want to ensure everything gets resolved here. I noticed you were able to speak with our Office of the President team, and they were able to make progress with your concerns.

         

        That team is wonderful, and I'm confident they will address all of your concerns.

         

        If you have any further difficulties with your case, please feel free to let us know. And we'll do all we can to help.

        Terms & ConditionsAccessibility statement