Question

How do you escalate an issue that has not been fixed after 10 phone calls and 5 hours on the phone with customer service?

Forum|Forum|4 years ago
September 15, 2022
7 replies
46 views

The problem is in transferring money to our bank from credit card payments.

QuickBooks Online

Level 10

Hi there, LBW8.

Let me help fix the issue about transferring funds from credit card payments to your bank before we proceed to the escalation process. Are you expecting to receive payments and it's not yet showing up on your bank account?

If so, if you're using QuickBooks Payments, we deposit your funds within five business days after your first payment. Your first deposits take a bit longer while we set up your merchant account.

After we're done, your payments will deposit quicker, typically within two business days. To learn how bank transfer deposits work, see this page: Find out when QuickBooks Payments deposits customer payments.

If payments are taking longer than usual, the payment may be on hold. You can use this article for the specific steps to fix any issues: Why are my funds on hold?

Get back to me if you have follow-up questions by commenting below. I'm always right here to help you.

L

LBW8Author

The problem started 3 months ago when we tried to make 2 refunds to a customer who paid with a credit card. QuickBooks apparently can't differentiate between a depository account and a disbursement account in a zero balance account setup. Just so you know, depository accounts are restricted to accepting deposits only. You cannot make a payment from a depository account EVER. Both bank accounts are on file for our account. After about 2 hours on the phone my boss had to also call and after another 2 hours paid intuit $1313 to cover the customer refund by putting it on our company credit card. However, it is still showing as follows:

Deposit on hold 07/23/2022 -$250.00 1 transactionFees: $8.75

Deposit failed 06/22/2022 -$1,063.00 1 transactionFees: $36.39

That issue is causing our incoming payments to stay in QB limbo and not be sent to our bank account. This is copied from our deposits screen:

Deposits from QuickBooks Payments

Deposit on hold yesterday

$115.56

1 transactionFees: $3.60

Batch created: 09/13/2022Net amount: $111.96

Deposit ID: 47934798595WELLS FARGO BANK, NA (...last four digits of the account number removed)

You have transactions that need review. Please check the Resolution Center to release these funds at the earliest or check your email for the detailed info. Go to the Resolution Center

CUSTOMERPAYMENT METHODTRANSACTION IDQUICKBOOKS RECORDFEESAMOUNT

[name removed] Mastercard (...last four digits of the account number removed)MQ0119811253InvoiceFees: $3.60$115.56

Deposit on hold 08/31/2022

$1,236.00

2 transactionsFees: $42.53

Batch created: 08/30/2022Net amount: $1,193.47

Deposit ID: 47849974935WELLS FARGO BANK, NA (...last four digits of the account number removed)

You have transactions that need review. Please check the Resolution Center to release these funds at the earliest or check your email for the detailed info. Go to the Resolution Center

CUSTOMERPAYMENT METHOD TRANSACTION ID QUICKBOOKS RECORD FEES AMOUNT

[name removed] Mastercard (...last four digits of the account number removed)MU0107370658 Invoice Fees: $1.13 $25.75

[name removed] Visa (...last four digits of the account number removed)MQ0116638889 Invoice Fees: $41.40 $1,210.25

The Resolution center has nothing.

The problem should have been corrected August 8th when the credit card payment was made as summarized from our receipt for payment:

BILL TO [CC number removed]
SALES # 22877 DATE 08/05/2022

PMT METHOD Credit Card - xxxxxxxxxxxx [last four digits of the account number removed]
ACTIVITY QTY RATE AMOUNT Payment 1,313.00
TOTAL 1,313.00
BALANCE DUE $0.00

Please fix it or proceed to the escalation process. You owe us for 3 CC payments. Between my boss and myself, we have spent 10 hours or more trying to get you to fix it.

Hire someone who has worked at a bank or in a company treasury function who knows what a zero balance account is and the difference between depository and disbursement accounts. Using the correct account to refund the customer 3 months ago would have prevented the problem, you have both accounts on file for our account.

JenoP

QuickBooks Team

I appreciate all the details you're sharing in this thread to help us understand the situation, LBW8.

We'd really want to have this sorted out. I can also see that you have been in contact with our customer support for QuickBooks Payments about this issue. Because of this, I've forwarded your post to our Risk Department for them to check what options we have to receive the deposit.

According to them, you need to update your bank details by changing your account and routing number in the Resolution Center. Please click the link in the email that they sent you to go to that page.

You will also need to upload a bank letter with the following information:

Be on bank letterhead.
Clearly state the stop payment is resolved
State that the account is open and available for both ACH debits and credits.
Include your bank account number and the routing number.
Merchant Account Number.
Include a telephone number for a bank representative.
Be signed and dated by a bank representative.

After saving the changes, please contact our QuickBooks Payments once again so they can initiate the transaction once again. Here's an article that provides their contact details: Contact Payments or Point of Sale Support.

Feel free to reply to this thread again if you have other questions for us. We're always here to help you make sure everything is taken care of.

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