Yikes, what a mess. This past Sunday (10/22) I received a client payment via credit card for $31,515. This was a deposit from a large healthcare system for a video shoot we were producing this week (and needed the money for).
Sunday evening we received a "Money on the Way!" email from Intuit, saying the payment would be in our account within 1-2 business days. With past client payments via credit card, we have seen them post same day (Tues-Fri).
The next morning (Monday 10/23), our Chase Bank Account where the deposit was going reflected the 3% credit card transaction fee, but no sign of the payment. After seeing notification about the money being deposited, I went ahead and made the first of many, many, calls this week to an Intuit Customer Service rep.
I was told that everything was fine, the money had been sent, and that I should see it by tomorrow (10/24). While on the call I received an email from Intuit that because of the size of the transaction it was under review and I had to submit documentation including contracts related to the payment and bank statements for the account it would be deposited in. I immediately provided them via upload.
The next day, Tuesday 10/24, we were still without the payment and now starting the job that we needed the payment for. This began the cycle of many calls to both Intuit and Chase to ask, "Where is my money?"
By the end of the day I was really getting worried as an attempt by Chase to use the trace ID provided by Intuit showed nothing coming in. And this is despite Intuit saying that it showed as having gone through verification and successfully sent to Chase. That evening, now VERY worried, as we were going into day two of filming without access to our budget, an Intuit rep told me on the phone that it was all set and I'd see the money within a couple of hours.
It is now the evening of Thursday October 26, and there is still no deposit in our account. What there HAS been is:
- Verification from the clients AP/AR team that the payment to us was successfully processed on 10/22
- Hours on hold and talking/messaging with reps from both Intuit and Chase
- Intuit saying that this payment was sent, and Chase saying there is no pending payment in this amount incoming
- Getting Intuit and Chase on the phone together to sort it out and Chase informing me they can't hold while Intuit works on the questions with their team (thanks Chase)
- Having to start over with more than 20 representatives to explain the situation and being told each time by either bank conflicting info and narratives.
As of tonight, Thursday October 26, I've been told that because it had been reviewed on Monday, it didn't actually process to Chase until yesterday, and that Chase has the money. Chase still says there is no money, even via the trace.
All I know is that I still don't have the payment from the client that I needed to run our business this week, and that I've wasted hours on the phone and computer getting passed along like a game of hot potato. No one wants to get stuck with the question of, "Well, actually where is our $30K?"
#Intuit and #Chase, as John Lennon once sang, "Help!" Would be great to receive the $ now that a paper check would have arrived sooner.
