QUICKBOOKS Holding our money

WMac123 · ‎September 12, 2022

Somebody PLEASE HELP.

So, QuickBooks online set up a merchant account for us... Sort of. We had a merchant account showing in our software, therefore our invoices had the click her to pay button. Issue is, we didn't have an actual merchant account set up and never applied for one and a client paid their invoice to Intuit. Intuit has been the worst to work with and the poor customer services reps cant do anything but ask the magic genies behind the scenes to do something to no avail. Its been 4 weeks that they have had a significant amount of money of ours and I cant get anyone to release it, sent it back to the client... Nothing. They acknowledge having the funds but I've been passed from you case number to the next totaling nine. They even emailed stating that they will be transferring the money to our checking account... three weeks later.. Nothing. Next stop is the Attorneys I guess. I think I'm more dumfounded at the lack of cooperate responsibility. Look, I don't care if you send me the money or not but SEND it back to my client so we can get paid please. This isn't some meager $280.00 here, were talking about $28,000.00. where the hell is some real customer service.

AileneA · ‎September 14, 2022

I understand you're in a tough spot here. I believe that this is not easier since this involves money and time, WMac123.

Thank you for sharing this experience so that we can take steps to improve the support experience around held payments.

Unfortunately due to the sensitive nature of merchant account questions, we are unable to answer them in the community, however, I will submit a formal complaint on your behalf. Our Merchant team reviews these and may reach out to discuss your case further.

In the meantime, I can share that in general when an account is closed, refunds are processed automatically after 30 days.

Please check in with me here and let me know if you still aren't seeing it after that, or if you have not heard from our merchant team. I will do all I can to facilitate a solution. Have a great day!

Just_me · ‎September 14, 2022

@WMac123 If you search through this community, you will find MANY people in your same boat.

Seems to be that if QB doesn't return the money, or give it to you within 120 days, or something like that, they have to give it to the state. That's where you have to file to get it.

You can always have your client go to the bank and have the dispute the charge. That will get the money back to the client, at least.

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QUICKBOOKS Holding our money

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