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yjjverhage
Level 2

Quickbooks Payments users in Canada: BE AWARE

I just got off a 50 minute phone call with Merchant Support [removed]) because I noticed that the merchant fee has been increased a whopping 16% without any notification what so ever. No email, no update on the website (https://quickbooks.intuit.com/ca/payments/legal/ says "Note: We have updated our Merchant Agreement, and Standard Pricing Schedule, effective August 21, 2018"

Only when you click through to the actual pricing schedule you can seen that there has been an update and that the fee has changed from 2.5 to 2.9%. Merchant services explained to me that the 2.5% plan does not exist anymore and that they have been migrating their Canadian clients to the new 2.9% plan. I asked why there was no warning about this and they just say that if you use the service you automatically agree to any updated Terms of Service even if you are not aware that their has been an update.

This might be legal, (I still have to check with my lawyer) but I find this totally unacceptable behaviour and I urge all Canadian Payments users to check their statements (mine changed in October) and call the highway robbers over at Merchant Services to complain about this issue!

PS) The link for Merchant Code complaints does NOT work, https://quickbooks.intuit.com/ca/legal/payments/code-of-conduct-complaints-process/

5 Comments 5
LauraAB
QuickBooks Team

Quickbooks Payments users in Canada: BE AWARE

Hello yjjverhage,

 

I hear what you're saying about the processing fee increase for QuickBooks Online Payments and know you've already spent a lot of time working through this with our phone support team. Your time is valuable and I know increases can impact a business. It's important to me that you have the information you need regarding this situation.

 

Our goal is always to keep our customers informed when we make changes such as increasing the price. I want to assure you that emails were sent out to Canadian merchants with news of the increase a month prior to it happening for this very reason. There's also a short FAQ on our website about the increase which you can view here: QuickBooks Online Payments Price Increase, October 2019

 

The first link you shared included the following, but I encourage you to review the Intuit Canada Merchant Agreement for more details about QuickBooks Payments fees and policies in regards to changes being made.

 

I see what you mean about the second link not working as you're expecting and will review it with my team to ensure it's working properly.

 

I appreciate you taking the time to share your concerns about this matter. I'll be sharing it with my team to make sure your voice is heard.

yjjverhage
Level 2

Quickbooks Payments users in Canada: BE AWARE

Thanks Laura. Can you please resend that email? I have searched my email box (I never delete anything) and can't find it. I already asked Merchant Support but they said that no, they could not help me with that.

Fiat Lux - ASIA
Level 15

Quickbooks Payments users in Canada: BE AWARE

@yjjverhage 

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LauraAB
QuickBooks Team

Quickbooks Payments users in Canada: BE AWARE

Hello again yjjverhage,

 

Thanks for taking the time to look through your email to try to find the message. Have you also checked your junk or spam folder? Just yesterday, I found an email in my spam folder from a sender whose emails typically go straight to my inbox. It definitely doesn't hurt to check!

 

While you're doing that, I've reached out to my team to see if there's any possibility to have that email resent. We're looking into it right now, and I'll let you know as soon as I have more information about that.

LauraAB
QuickBooks Team

Quickbooks Payments users in Canada: BE AWARE

I've got good news for you, yjjverhage. I was able to track down a copy of what the email that was sent out about the rate increase would have said. What I can do is email you that, but keep in mind it doesn't contain the original email time stamp. All the same, this will allow you to have a copy of it for your files.

 

In order to do this, I invite you to send me a direct message to my profile here in community. Please let me know your first and last name as they appear on file, your business name, and QuickBooks company ID or QuickBooks Payments Merchant account ID so that I can look up your account. It's important that this information is kept private, so please send me a direct message instead of sharing it in a response. If you're unable to send a direct message in community for any reason, feel free to private message one of QuickBooks social media channels and ask for me as I can be reached there as well.

 

Social MediaFacebook and Twitter from Monday to Friday between 9 a.m. and 8 p.m. ET

 

I hope the hear from you!

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