QBO took payment w/o our consent and cannot be reached to reverse the transaction

[a13]

Several years ago we used to use QBO as a payment processor, to receive payments of our invoices directly from client credit cards. But due to better options out there (ie. Square, Stripe) we ceased using QBO as a payment processor. Subsequently we closed the bank account we used for receiving these payments over 3 years ago. We have 'receive online payments' turned OFF in QBO's general settings area (Gear Icon/Sales/Invoice Payments/Accept CRedit Cards/OFF!!!!) - but for some reason - completely outside of our control, the on/off toggle was triggered ON to receive payments through QBO on an INDIVIDUAL INVOICE (it appears off on issue of EVERY SINGLE INVOICE). So QBO actually accepted a client of ours' credit card details, took payment, but then was unable to deposit the money into a closed bank account (see above). So I have contacted the bank. No money received. I have made numerous attempts to reach QBO by chat and phone - to no avail (you know how difficult they make this). The client has disputed the charge with their CC company, and I am just about to call the RCMP to declare this as a theft of funds - on the phone with QBO right now they claim that they will be charging ME an NSF charge for this failed deposit!? We never consented to have QBO take payments by credit card since we stopped using them for payments - this is what it means when we select OFF in the 'Accept Credit Cards' area.  This 'feature' has been switched OFF in our QBO settings for YEARS. And now - we have angry client - and no payment. The money is with Intuit/QBO. This is completely outrageous behaviour for a company that deals in finance - to be so incredibly unresponsive AND to not refund a failed deposit to our client!

[JamesM4]

Hi there,

Welcome back to the Community. Your time is precious and it's essential you get the help you need ASAP. I'll be happy to point you in the right direction so you can get back to doing what you love. QuickBooks is a versatile program that simplifies the way you manage your transactions. 

Based on what you've described, I see you benefiting more by contacting our support team outside of the Community. A specialist will be able to take a look at your account in a private/secure environment and provide the info you need in order to move forward.  Here are our contact details: 

• Schedule a Callback or start a Chat: click (?)Help in the upper right in QuickBooks Online > type and enter "Contact support" into the QB Assistant > click Contact Us > explain your situation > click Let's Talk > choose Get a callback or Start a Chat.
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• Support hours are from Monday to Friday between 9 a.m. and 8 p.m. ET.

Feel free to keep me posted on how you make out. I'll be one message away in case you need anything else.

[a13]

I spoke to an agent by phone today. She claimed:

1. QBO can not/will not reverse the charge to the owner's credit card
2. Claimed I must update merchant account info to receive the payment (we did not authorize QBO to act as a payment processor, so this is not an acceptable solution). 
3. Agent claimed that if we did receive payment to a new merchant account, we would need to fill out new merchant account processing forms and...
4. QBO will not reverse either the NSF fee we have been charged or the payment processor fee .

We did not consent to any of these options as they are onerous and do not resolve the issue that payment was taken without our consent. 

We have escalated this file to the local authorities. 

[Morgan Millward]

I have a similar issue and have contacted QBO support 3 times via phone, they have done nothing. Each time I talked to them they said someone would get back to me, I have not had one response of any kind from them. They have wasted several hours of my time as each time you contact them via phone it takes at least an hour.

Just in case an employee from Intuit sees this my case number is 1581286216. I have started the process of transitioning away from using QuickBooks based on their terrible support.

[Fiat Lux - ASIA]

@Morgan Millward 

You can use a 3rd party merchant service to integrate with QB. Otherwise, migrate your data to another accounting app and you can purchase a 3rd party conversion service if required.

[a13]

We too are transitioning to Xero for these reasons. Our client disputed the charge with the client's credit card company which finally forced Intuit to reverse the charges. This has been terrible for our company's reputation with this owner and has been needlessly embarassing. The lack of responsibility demonstrated by Intuit is truly shocking.