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jujuwinnfield
Level 1

Credit Card deposits being held by Quickbooks with no release date in sight

My team and I started a company a few months ago to distribute medical equipment and cleaning supplies to people in need. Nearly 2 weeks ago we started accepting credit card payments from our customers who were unable to write checks or pay by other methods which I thought would be very convenient for our business and for the customer, though I'd never used Quickbooks merchant services to accept payment. I noticed our deposits for some of these payments were on hold so I contacted QB support and they assured me it would take 5 days to process our new credit card setup and another day or so to receive the payment. That was fine - I waited that time frame then came back to support to get an update. They asked me to go through a review process to verify some info about our company and told me that after this they would be able to release the funds (keep in mind this whole time, we are purchasing equipment for these customers with funds that we are investing and funds coming in from other methods of payment because we have no access to the customer's money). It is now coming up on 2 weeks that I have been waiting on the payments to be deposited and they are telling me I must go through ANOTHER REVIEW which requires me to send all of my shipping and delivery information, and 6 months of bank statements (I DONT EVEN HAVE 6 MONTHS OF STATEMENTS WE JUST STARTED THE COMPANY THIS YEAR) and I have more orders to process that I can't because our funds are being held. I have sent all of this information to the email they asked me to and have not heard a peep since. On top of that, I asked what would happen if I weren't accepted for some reason and they said I would be responsible for refunds, the processing fees which are $2000+, and figuring out how to receive payment from these customers AGAIN. I am at a loss and don't know where to go from here. Please, someone, help if you have any experience with this type of situation. This is destroying my business and is going to put me in the hole for all of the processing fees and more since I am having to dedicate time to receive these payments from my customers again. Anything helps, please let me know what I should do. I never would have thought that Quickbooks would keep me from receiving payments from customers. I understand that fraud is increasing right now in this time of strife and confusion but I have done everything they asked and they will not release these payments.

11 Comments 11
MaryLurleenM
Moderator

Credit Card deposits being held by Quickbooks with no release date in sight

We're unable to check the cause of the payment hold in the Community space, jujuwinnfield.

 

We don't want you to feel that way. We want to make sure your account is safe, thus, the extra steps that needs to be taken care of.

 

I recommend contacting our QuickBooks support. They can check your account and guide you on how to resolve this.

 

Here's how:

  1. Click the Help icon.
  2. Click Contact us.
  3. Enter account is on hold, then click Let's talk.
  4. Select from Start messaging or Get a callback.

Check these articles for reference:

Let me know if you have additional questions about holds in QuickBooks. I'll be here to share more information.

jujuwinnfield
Level 1

Credit Card deposits being held by Quickbooks with no release date in sight

I have been in touch with Quickbooks support on a daily basis. Each time I contact them there is something new that they are requiring for review and so far it has delayed release of my funds for coming up on two weeks. It's costing my business, affecting my employee's families, and keeping our customers from getting important supplies. I made this post as a desperate attempt to get information from other Quickbooks customers who are having (or have previously had) a similar experience with Merchant Services. I also wanted to document my ongoing experience so others who are researching whether to use Quickbooks Merchant Services for their businesses know the risks involved in doing so.

sbslattery
Level 1

Credit Card deposits being held by Quickbooks with no release date in sight

This has been an on-going issue for me as well.  I have called no less than four times and deposit was held  10 days as of yesterday.  This is the second time this has happened.  I have trades threatening liens.  This is not acceptable and there is no sense of urgency with anyone.  Customer service just keeps repeating policy and script in book.

 

KC411
Level 1

Credit Card deposits being held by Quickbooks with no release date in sight

Did this ever get resolved?

Catherine_B
QuickBooks Team

Credit Card deposits being held by Quickbooks with no release date in sight

Hello, KC411.

 

I can provide info on how we take and process payments and why funds are on hold.

 

The system reviews payments to check if everything is processed correctly and ensure everything is alright. I can show you how to check if a customer payment is on hold and what you can do while reviewing the payments. 

 

To start, you can log in to your Merchant Service Account. Review the payment and check if you see a Withheld status in the Method column. If so, it means that we are still checking if there are issues with the funds. You'll get an email at the email address you use to sign in to the merchant account why the payments are on hold. It will give you specific steps to fix any issues. I also suggest checking your spam folder if you can't see any emails. 

 

You'll want to use this article for more details about when QuickBooks Payments deposits customer payments.

 

Let me know if you have other questions about your customer payments. I'll be glad to help you. Take care!

PacaKnits
Level 1

Credit Card deposits being held by Quickbooks with no release date in sight

I have 6 invoices on hold and have received emails on only ONE invoice. I've been calling every day that support is open and every time, it takes ANOTHER 48 hours before another request comes in, which resets the clock. No CSR ever reads the history of the case, just repeats the same spiel. I am beyond frustrated and there's absolutely NO WAY to escalate the problem.

trippej3
Level 1

Credit Card deposits being held by Quickbooks with no release date in sight

I am facing the same issue. QB has placed a hold on my funds for no reason at all which I find unethical and disgusting. I bet my life that if someone held their money, they wouldn't stand for it. For my money that is owed to me to be placed on hold for work I have done is a crime. I will be removing my services from quickbooks for good. I have spoken to several different reps, and all they keep telling me is "We are a low security platform". Thankfully I asked if this will be a problem I will run into in the future, and I was informed that there is a possibility that it will happen. I will be ending my services for good. Who holds someone's money that they are owed? People have families to support and bills to pay. Does anyone at quickbooks have an ethical heart to at least give the person a heads up that a hold will happen, so that person can make adjustments with their suppliers, employees, and debtors. Explaining that I have a family, two kids to provide for and I am not able to take home a check to provide for my kids meant NOTHING. If anyone cares to read my post, end your services with quickbooks. It is not worth it. 

Bigd61
Level 1

Credit Card deposits being held by Quickbooks with no release date in sight

I am having the same issue with quickbooks holding my credit card deposits.  They keep wanting more and more information that changes daily.  Do you all realize that their customer service people are not in the United States.

We should file a class action lawsuit for the delay in our payments.

Urbandesigncenter
Level 2

Credit Card deposits being held by Quickbooks with no release date in sight

I have the same issue.  I have 3 credit payments on hold.  QB has held a check payment since Dec 8 2022 from a 20 year client!!!!  This is unacceptable!!!!   It’s impacting my business and my clients are bothered by this poor payment service.  If it’s not resolved this year I will stop using the QB billing service.  There is no one to talk to.  Another poor service.  

maryltmw
Level 1

Credit Card deposits being held by Quickbooks with no release date in sight

Do any of you have updates?   Ive been trying for over a year to get 9000. in deposits on hold.    Merry go round when we call!    This is unacceptable and fraud.    Help!!    This should not be this difficult - its my money, paid to me and floating around somewhere other than my bank!!!.    One suggestion was for me to let it go into unclaimed funds and then go in and claim it - what???    Now it has been too long to contact the customers to cancel their payments and pay with a check.    This is crazy and I am livid.    My next step will be contacting my attorney. 

 

JamaicaA
QuickBooks Team

Credit Card deposits being held by Quickbooks with no release date in sight

Hi there, @maryltmw.

 

I sincerely understand where you're coming from, especially since it's been a long time that the funds are floating. I agree that it's unacceptable as it also affects your relationship with customers. Please know that we aim to return the funds to you.

 

In the meantime, we'll submit an internal complaint on your behalf to the Payments Team. I'll also take note of your experience with them. However, I still suggest reaching out to our representatives for further instructions.

 

Here's how:

 

  1. Go to the Help icon and choose Search.
  2. Click the Contact Us button and enter your concern.
  3. Press Continue.

 

For other ways to contact our Team, visit this page: Contact Payments. It includes the number you can use to call us directly.

 

See this guide to learn the reasons behind funds withheld: Why are my funds on hold?

 

If anything else comes up, reach out to the Community. We're here to help.

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