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Level 1

I want to log an official compliant on QuickBooks Online Merchant Services

This is the worst experience I have ever had with Intuit, I have been a customer for over 20 years with their accounting software and this is by far the worst they have done yet.  Here is the situation:  I have a business and my personal is separate, like most business owners, I hired my company to do a study for me personally.  When it was done my book keeper billed me on an invoice for the study.  I then paid that invoice with my personal credit card.  Intuit in their great wisdom, deemed my payment as a self funding between myself and my company.  They sent me an inquiry on 2/28, which I responded to within 15 minutes explaining the situation.  I have called them every day since then and still have no response.  They have since turned off my access to the merchant services portal, leaving me with no choice but to call every single day to get told its still in review.  Its been 7 days now and they are still sitting on my 50k in funds.  My personal card has been charged and that shows processed but they have not funded my money.  I am told by their merchant services dept. that a case was logged:  1595752912 and they have not other escalation options.  they don't even have a phone number they can call for the dept. that handles this.  At this point they are outside the merchant services agreement but tell me they can hold the money as long as they want.  This is not a good way to do business. I am attaching an image of what I can see, which is not much but is shows the response on 2/28 and as of 3/7 its still in review.  Users beware of using this service with Quickbooks.

Quickbooks can contact me at:  [email address removed]

1 Comment 1

I want to log an official compliant on QuickBooks Online Merchant Services

This is not what we want you to feel, @TP1030.


I may haven't personally experienced what you've gone through, but know that you have the right to be heard and I'm here listening to you. No worries, I'll take note of your experience and forward it to our management team to improve your overall QuickBooks experience.


Since you want to pass a formal complaint, the only way we can do that is to contact our support. Our agents will be able to provide the details you need. They'll also assist you if you need to continue resolving issues with the transactions. You can also request for a supervisor to handle the case and look into your account. 

  1. Go to the Help icon and select Contact us in the Search tab.
  2. From the What can we help you with field, enter your question.
  3. Click on Continue.
  4. Choose either Appointment, Callback, or Chat.


Be sure to get in touch with them within their business hours: M-F 6 AM to 6 PM PT. 


In addition, I've included an article to view different answers to the most frequently asked questions about QuickBooks Payments: QuickBooks Payments FAQ.


I'll be here if you've got additional queries regarding QuickBooks Online Merchant Services. It's always my pleasure to be of assistance. Take care.

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