Merchant deposit has been stuck in review process for over two weeks.

Hi, WaveAv. I want to make sure you'll be guided to the right support.

I'd like to check this for you and get it taken care of myself. However, as much as I would like to get this handled directly, deposit issues need the assistance of our phone support for security purposes.

I know you've already called in. However, I still suggest getting in touch with Merchant Services Team. They'd be able to check the documents you've submitted as well as review the deposit status. You can check out our support hours to ensure we address your concern on time.

Additionally, the following resources are good references. These will provide you more information on where you can see your QuickBooks payments statements as well as steps on how to check the payment status for a specific customer:

Common questions about payments deposits in QuickBooks Online.

Find out when QuickBooks Payments deposits customer payments.

I'm always around to lend a hand if you have more questions. Just tag my name in the comment section so I can assist you further. Take care and have a good one.

Hi, WaveAv.

Hope you're doing great. I wanted to see how everything is going about the merchant deposits. Was it resolved? Do you need any additional help or clarification? If you do, just let me know. I'd be happy to help you at anytime.

Looking forward to your reply. Have a pleasant day ahead!

I called two times today with a total of 3.5 hours on the phone.  They are not able to help but only relay messages to the case manager.  The case manager is unable to respond for up to 48 hours but it has been 13 days in hold review. The associate on the phone today said that they escalated the issue and that if I don’t hear back in 48 hours (Wednesday) they (intuit) May be in breach of contract??? Either way - Inuit is holding on to the funds and we have no way of getting them until the case manager can review.  Worst experience ever, with any company, let alone the one that runs my business software.

Every day that I call- The operations team is unable to solve the problem and says a case manager is going to look at my issue- And then I get an email from Inuit saying I need to submit more forms- But there are no fields or forms to submit- The resolution center says everything is fine and under review , someone will let you know in 2 business days.  And everyday the date gets reset- so the 2 days is just getting stretched to day after day.

It has been 48 hours with no update from the QuickBooks team.  Hold since June 8th - What should I do?  I’ve called over 10 times- they keep saying it’s in review.  Over 11 hours of phone time so far- no help from intuit.  Is there any legal options for customers ?

Have you gotten this resolved?

Really curious if this was ever resolved?  Intuit is currently holding a LARGE sum of money that a client paid for us to begin building their house....  It has been 6 days so far.  I've never dealt with anything so frustrating.

We don't want our customers inconvenienced, Cassi97814. I will add some information.
 

The deposit speed depends on the product you're using and the payment type. 
 

I suggest reaching out to our customer care support so an agent can trace the deposit or payment. You can open  Rose-A's article to help you get in touch with us. 

Also, you can check the helpful articles provided by my colleagues, so you learn more about deposits. 
 

You're welcome to post in the Community if you have other concerns. We'll be right here to assist you. Keep safe!

I know the feeling.  A week ago a customer made a progress payment, Monday I received an email saying they needed more info, I submitted all documents, never mind we've had the merchant account for four years.  Now, another week later, still no resolution and no money.  I'm going to have the customer try and say fraud on their bank and pull the money back and then I'm going to terminate this Intuit joke of a merchant account.  Did you get your money yet?

I have had a similar experience with Quickbooks online.  Customer service is horrible and it is impossible to get help over the phone.  I used the chat and was told I would receive an email within an hour and that I had to upload a letter from my bank to the resolution center.  The email was never received and after 14 days I still do not have a 24,000 payment made to my account with a credit card.  Intuit is holding the funds with no end in sight,

Dealing with this as well. I'm a general contractor and progress payments for a job can be large amounts that we bill the clients every 2-6 weeks depending on the project. They put a clients payment of $300,000 in review. (This was a client who we previously charged $150,000 through quickbooks a couple months ago with no issue.) They notified me that it would be in review the day funds were suppose to be deposited, about 1 week after the client paid. Asked for basic info that was submitted. They say it takes 2 days to review but they keep asking for additional rounds of info such as bank statements, contracts, client info, ect. All 1 at a time so it drags on. I'm at 4 weeks now with no deposit of those funds. Same issues with support. No one can do anything because its always a separate department. While I'm barely able to pay out my subs at this point, worrying about making payroll, quickbooks cant even update me in a timely fashion on the things they need to complete their review so I can get paid. I would highly advice not running any large transactions through quickbooks. 

Same here. I’m going through the same thing. Release my funds. When a customer writes a check with a signature on it… that’s a binding agreement.  QuickBooks, you aren’t my bank. I signed on for you just to keep my books. Where’s my money?

Hi there, Leebee47.

Thank you for visiting the QuickBooks Community. This isn't the expectation of impression that I'd like you to have, and we know how much time it can take when funds are still not deposited in your account. With this, I'll ensure to share details about why are my funds/ deposit on hold and how to fix this.

Once you have QuickBooks Payments to take and process payments in QuickBooks, we regularly review payments to ensure everything is in a shipshape. This is for the benefit of everyone involved in the payment process. If you see the word "Withheld" in the Method column or the On Hold status, this means that the payments are still being reviewed to prevent any fraudulent activities on your account. 

Usually, you'll get an email at the email address you use to sign in to the Merchant Service Center once the deposit is ever on hold. That said, I suggest making sure that you read the email carefully. It will provide you with specific steps to fix any issues. Our Customer Support will usually ask for more information about the transaction that is currently on hold so we can complete our review. After providing them with all the necessary documents, they’ll usually complete the review within 2 business days and release or finish processing the payment.

Additionally, you might also want to read this article to learn how to determine when QuickBooks deposits client payments into your bank account or the funding time: Find out when QuickBooks Payments deposits customer payments.

If the payment/deposit is still not deposited within the given length of time, I'd suggest contacting our Merchants Services Support Team. This team is the best resource for such inquiries, as they're able to request account information. They can also verify the status of the payment too and investigate why it wasn't deposited into your account yet.

Lastly, you may refer to this article to see how QuickBooks Payments deposits work in QuickBooks Online: Common questions about payments deposits in QuickBooks Online.

Please post a reply below if you have additional questions about your deposit. I'll be more than happy to assist you again. Have a great day and take care always.

I am 100% fed up and disgusted with Intuit Merchant Services.  Three different batches, totaling over $56,000 have been "withheld" for over three weeks now.  I have called repeatedly and spent hours and hours on the phone with service reps and I keep getting the same response:  the case has been escalated for review, which can take up to 48 hours, but we should see the funds deposited into our checking account within a few days.  Every time I call, they open a whole new case and assure me that the case is being escalated; nobody is ever able to just tell me the status of the original case, or the additional ones that were opened.  It has now  been over three weeks now, and the $56K is still being withheld.  We have already paid for the merchandise and shipped it to our customers, with the expectation that we would receive the monies collected by Intuit Merchant Services.  I am starting to wonder if we need to just hire an attorney and sue Intuit to get the money that is owed to us.

This is not the impression we want you to experience when sending invoices to your customers, KylaC.

I appreciate the time and effort you've spent with one of our support agents. I'll personally share your feedback with our Customer Support Team regarding the escalated case and the pending Merchant deposit. We'll be able to take action on improving our customer service.

Rest assured, our team is working on this case. We can request a callback from our Payments Support Team for them to reach you out once there's an update on this issue. We can also reach them out through QuickBooks Online (QBO). Here's how: 

1. Go to the Help icon on the top right. 
2. Enter your concern in the search field.
3. Choose Talk to a human.
4. Click the OK. To get you to the right human, in a few words, tell me what you need help with option and tap I still need a human. 
5. Press Contact us.
6. Tick Continue. 
7. Choose Get a callback.

Please provide the reference number to the agent for them to review the status of the escalated case. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one. Here's how:

Feel free to visit our Merchant Services page for more insights about processing payments on your account. 

I'm just one post away if you need anything else in QBO. Just add the details to your reply and I'll be there to address them for you. Take care always. 

This is happening to me as well. What can be done. Was it ever resolved?

That response from Quickbooks is so unhelpful. It;s what I always hear from them. I filed. a formal complaint with the BBB and I am getting my lawyers involved at this point. 

Experiencing similar issue with almost 200k being held.  Its been over 4 weeks and it's like groundhog day when I speak with a customer service agent.  I'm wondering what my options are.   Seems criminal they can keep my own money from me for this long.  Should I get an Attorney involved?

We are having the EXACT same issue. Quickbooks has held a $170K deposit for four weeks (deposit made on 12/23/21). We have been calling since three days after the hold (only because of the Christmas holiday) and we just can't get real answers. The latest is that the funds were set to be released on Jan 11, 2021 but might not see it until Jan 20, 2021 due to MLK bank holiday. Some how that is how they count 5 business days. We will see if something comes through tomorrow. 

In the meantime, we are speaking to our lawyer today and are going to file a claim against them. Based on the number of complaints in this chat, I think we could have a class action lawsuit on our hands. I will reply again to this post if our lawyer says we need to gather other Quickbooks clients who have gone through this same issue. Maybe we can all gather together and sue them to get this resolved and compensate us for losses.

NEVER USE THIS COMPANY!!!

I opened my account Monday got a payment from a customer Tuesday they closed it Wednesday not notice or anything I had to call them. I told them the amount of the transaction before it was sent and they said it was ok. They then held my funds closed my account and refused to give my customer a refund or deposit the funds. They told me to tell my customer to dispute the charges??!? With no reason why. Not only did the take my money but they destroyed my reputation with my client. It is very unprofessional to have to tell your client to dispute the charges with no reason as to why. This is a horrible company and should be put out of business.

Let me know as well I made an account Monday got a 3k payment sent Tuesday and they closed the account Wednesday no explanation or anything and now my customer has to dispute they charges with his cc company, so unprofessional. The representative was actually giving me excuses to tell my customer since she didn't have any answers.

Hi there, Willneveruseagain.

I'd love to help with this concern of yours. However, I won't be able to do that without asking for your account details. Since the Community is a public forum, I don't want your details displayed here for security purposes. Since this process requires back and forth conversation to ask for a few details on your account, it would be best to work on this on a more secure platform. 

I see you've already contacted our Merchant Team to confirm the cause of the issue. However, I suggest contacting them again. They have the tools to pull up your account to deep investigate the root of the problem.

You can click the Chat with us link or get the phone number in this article: Contact Payments or Point of Sale Support. Then, go to the QuickBooks Payments section.

For more details about the process when taking payments, please check out these articles:

• Why are my funds on hold?
• Take and process payments with QuickBooks Payments

Please don't hesitate to leave a comment below if you have other payments concerns. I'll be right here to provide additional assistance. Keep safe!

It took well over four weeks and many, many, many frustrating hours spent on the phone with various representatives who kept giving me "the case is being escalated" excuse repeatedly.  Every time I called, they had to "open another case" yet again.  I called almost daily and threatened a lawsuit before the funds were FINALLY released - more than four weeks after Merchant Services took our customers' money.  I asked if they would at least consider waiving the processing fees since they collected interest on our money for well over a month.  Of course that didn't happen and by the time we finally got the funds deposited into our account we were just so relieved to finally receive our money that we didn't pursue it any further.  But I think the class action lawsuit is a great idea since Intuit QuickBooks Merchant Services seems to have no problem at all with pulling this stunt repeatedly on their customers.

I'd be interested in joining in a class action