Has anyone dealt with "Deposit on hold" and never received the money? The customer paid on March 19 and it is March 31. We have "escalated" our case 3 times and nothing.

Hi there, @Deb_18.

When something unexpected happens in your transactions, this can trigger a hold on that payment. A few of the following are:

1. Payment processing exceeds the established maximum dollar amount expected on your account. 
2. A transaction is processed after several authorization attempts and failures. 
3. Certain transactions require verification of your business type to ensure it complies with the Intuit Acceptable Use Policy. 
4. Our system identifies processing patterns that pose a risk to any of the parties involved: you, your customer, or Intuit.

I won't be able to discuss account details in this thread for security reasons, but I was able to confirm that this is still under review and someone will be in touch when the hold is resolved. 

 In the meantime, I want to assure you that I've shared your experience with our team so that we can work to improve our support on similar matters moving forward. I will keep the lines of communication open here in the community, so please do not hesitate to let us know here if you haven't received communication soon, and we will do all we can to help.

 If you have any other QuickBooks concerns in the future, please let me know by adding a comment below. I'm just a post away to help. Keep safe!

Angelyn - The deposit has already been reviewed and APPROVED! No one understands why it hasn't been released. Just release it please! That's all I ask - simple as that. I have spoken with 5-6 reps now, 3 of whom "escalated" this matter. Everyone sees that it was approved after the first escalation. I just want the money in our account. This is poor business practice that is affecting our business reputation! Shame on you Quickbooks. I thought you were here to support your small business clients!

@Angelyn_T  -- any response??? No assistance now? Typical Quickbooks employee here.

What's wrong @Angelyn_T ? No more Quickbooks Bull S*&# to dish out?

Everyone BEWARE. If you are on the fence about Quickbooks, DON'T DO IT! I've called everyday to have my issue resolved. They all say the same thing - that my money will be released within 24 hours. Guess what? It doesn't happen. They are holding my $6000 for absolutely no GD reason. No one at Quickbooks can figure out why. Any other small businesses out there able to just let Quickbooks take $6000 and still stay in business? 

Hello @Deb_18. I'm one of the moderators here in the QuickBooks Community. I understand the impact that a lengthy payment hold can have on your business, and want to get it resolved as soon as possible. I regret that your support experience so far has been less than helpful, and would love to add some clarity about the escalation process.

While I can't discuss account details in a public forum, I can see that you are currently in a queue for a callback from a supervisor. Escalations are handled as they are received, so occasionally they can take some time, but I assure you they will get in contact with you.

That being said, the line of communication is always open here in the QuickBooks Community. Feel free to reach out if you have any other questions. We will keep a close eye on things on our end as well.