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Level 1

Should support see a hold on a deposit when you talk to them? Why does it take me finding it myself to realize that there is a problem when I have talked to several?

 
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QuickBooks Team

Should support see a hold on a deposit when you talk to them? Why does it take me finding it myself to realize that there is a problem when I have talked to several?

Hi there, niterain. 

 

I'd like to clarify which deposit we're referring to so I can give specific resolutions to it. If we're referring to our company direct deposit status, I have a way to check it and what they mean and what needs to be done. 

 

Here's how: 

  1. Go to Gear icon and select Payroll Settings.
  2. Click Company under Bank Accounts.
  3. Depending on the status, this is what will appear:
  • Connected/Active: Bank account details connected to send payroll with QuickBooks Online and option to Update it.
  • Pending: "We're getting your bank account ready." Information about test transaction will also show.
  • Waiting for verification: You have the option to enter test transaction.
  • Failed: "Update your bank account. We couldn't verify this bank account."

We can look into these articles if these deposits are for our employees of from our clients


Feel free to get back to me if there's anything else that you need help with.

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Level 1

Should support see a hold on a deposit when you talk to them? Why does it take me finding it myself to realize that there is a problem when I have talked to several?

The account has already been verified last year.  The part is on hold is after intuit gets the money from my client, they put a hold on the money.  Seems they just wanted to find out what the money was for, and how many transactions I was going to have a month, and what I did (also they wanted me to email them the invoice and pictures of my driver's license).  They should have sent an email with what they needed, but instead they sent nothing and wasted my time for almost a week going back and forth between different agents to finally come to an agent to set this process in motion, soon another week will go by, and it still doesn't look like it will resolve anytime soon.  

Highlighted
QuickBooks Team

Should support see a hold on a deposit when you talk to them? Why does it take me finding it myself to realize that there is a problem when I have talked to several?

I know delays can be painful, niterain. 

 

We're obligated to protect the interests of all parties involved in payment processing. That's why, we periodically review unexpected transactions to help and protect you from fraud and keep you and your customers safe. 

 

Rest assured funds will be released once we've fully verified everything. We can also check the Merchant Service Agreement under section 18 where it states that funds can be delayed. 

 

You patience and effort is much appreciated. Take care and keep safe!

Highlighted
Level 1

Should support see a hold on a deposit when you talk to them? Why does it take me finding it myself to realize that there is a problem when I have talked to several?

You ignored the fact that I chatted with an agent a day after, the deposit, and asked what I needed to do (can review all the online chats). I ended up chatting to several other agents, and not one (except for the last agent) said there was a hold, and what information that was needed. Also your system says to check my email, and there was no email that said to call or send information to anyone. So not only the agents seem insufficiently trained. But your system does not inform the person on the site of the information needed, also there is no email that does it either (no, the email isn't in my spam folder). Unfortunately, in my case if company would have informed me of the information that was needed when I first contacted you. Then I would have had the deposit within 3 to 4 days later, so the scripted we have the right to delay, can't explain away Intuit's incompetents.

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