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SouthernGradingandConcrete
Level 1

Payment held for one week with no explanation and no help

Client was charged January 23, it was flagged and held with more information needed. Called the morning of the 24th with no help. Got a call to submit more information on the 25th and submitted it early morning. They said they have 2 days to review it with no word, called again and the desk said the funds were scheduled to release the 27th by 5pm. Nothing happened. Called the 28th and they said it's still under review. Called January 31 and they said they have until Tuesday to review it. Just checked online and now the clock started again saying it only started on Jan 31 and they have two MORE days to review it. Totally and completely unacceptable. They said they have no managers or no way to contact the people reviewing the transaction to release the funds so it's just in limbo. HOW LONG IS THIS GOING TO GO ON FOR?!?!

3 Comments 3
JenoP
Moderator

Payment held for one week with no explanation and no help

Hi there, SouthernGradingandConcrete.

 

I can see how important it is to receive customer payments on time. Please know that we hold payment to protect the interests of all parties involved in the process. Transactions that are flagged are usually cleared within 2 business days as long as we have everything, including the required documents.

 

I can also see that you have been in contact with our QuickBooks Payments Support Team about this issue. I'll forward to this to them so they can set a reminder to take a look at your account and provide an update as well. 

 

The Community is always here if you need anything else. 

SouthernGradingandConcrete
Level 1

Payment held for one week with no explanation and no help

How is it that documents were requested on the 25th and we submitted the information that morning and now the account shows information was only requested January 31 and the 2 day wait reset? That makes no sense. No additional documents or information was requested. It has said 3 times now they will review it in 2 business days. Well what happens when they don't? That doesn't seem like my problem I should be penalized for. Absolutely ridiculous.

JenoP
Moderator

Payment held for one week with no explanation and no help

Hi again, SouthernGradingandConcrete.

 

I got a response from our QuickBooks Payments department that they have reviewed your account. Please keep your lines open because they will be reaching out to you within 48 hours. 

 

Please let me know if you have not received anything so I can get in touch with them again. 

 

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