Please advise anyone who has discovered a way to obtain escalated support for a Payment under review that is scheduled for release in 6 days from ACH approval?

accounting624 · ‎June 21, 2024

As the owner of a small business, I appreciate the option presented by Quickbooks for client ACH payment transmission. I am furious with Intuit based on the length of time required for an internal payment fraud review process. I found it quite odd that the client, released payment yesterday, 6/20/24, yet Intuit did not offer the common courtesy to notify me of the payment delay via any form of communications. Furthermore, the gracious support rep. promptly advised me that Intuit has NO escalation process for funds release and timing was set for SIX days on 6/26/24. This is an outrageous time frame for a review of a payment matter when the original invoicing clearly identifies the lines in detail matching attachment for the original equipment purchased. I recognize these process are necessary but the timing for resolution is ludicrous and Intuit could easily call the client and their financial institution, XXXXXX, to validate the transaction. To further add to my pain and suffering, the client would have gladly overnighted me a check but this method was deemed a faster form a payment. Please advise WHY I received NO notification for Payment in review and WHY Intuit has NO escalation process for matters, NO guidance on expedited resolution and a reversal of the transaction would occur AFTER the rteview had already been completed. Please be aware these funds were to be directly applied to a payment on Credit Card due on 6/25 and Intuit will be help liable for any negative credit information or addiotnal fees due derived from late payment penalties to Amex Platinum Card Svcs. I expect a call to discuss this matter and funds release no later than EOD 6/24/24.

JoanaC · ‎June 21, 2024

Let me share more information about the ACH payment on hold, @accounting624.

I recognize the urgency and importance of this funds to be released. From time to time our risk management team reviews the payments and checks them regularly to ensure everything is in order. You can refer to the merchant service agreement for more info.

When your payment is on hold, you'll receive an email informing you of the status and the steps to resolve the problem. We may require you to submit a copy of the original invoice you sent to your customer or your bank statements for the last 6 months. Furthermore, we’ll complete the review within 2 business days.

If you didn't receive an email or notification, make sure to check your spam folder. You can also check this link to learn what to do if you aren't getting emails from QuickBooks Payments: Can't receive emails from QuickBooks Payments.

As much as I would love to provide you with a formal response regarding the escalation process and delay of fund release, the option to pull up your account is done by our Customer Care Team. This way, we'll be able to protect your personal information.

That said, I encourage giving us another chance to help you out. Please dial the number in this article to connect with our representative: Contact Payments Support.

Finally, please note that some banks may hold funds for some time after we make a deposit. If your bank requests additional steps, you'll have to collaborate with them to address the issue.

Moreover, for future reference, you can check this article to know if QuickBooks already deposits your payments: Find out when QuickBooks Payments deposits customer payments.

Keep me posted if you still have questions about your Merchant Service account. Have a great day ahead, and take care.

caacton · ‎June 26, 2024

Having the same issue, delay of payments, no notification and no way to escalate. We received payments from a customer for close to $200,000.00, they held a lard payment for 8 days. Ok I get it on the largest initial payment, but 3 others funded in a couple of days. Just processed an additional $174,000.00 in 3 payments - ALL we held, no notification of a delay, no reason why, no way to escalate through faster. Too many other ways to receive funds faster and with a lot less hassle. Very dissatisfied with QB payments at this point

caacton · ‎June 26, 2024

Having the same issue, delay of payments, no notification and no way to escalate. We received payments from a customer for close to $200,000.00, they held a lard payment for 8 days. Ok I get it on the largest initial payment, but 3 others funded in a couple of days. Just processed an additional $174,000.00 in 3 payments - ALL we held, no notification, no reason, no way to push anything through faster. Too many other ways to receive funds faster and with a lot less hassle. Very dissatisfied with QB payments at this point

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Please advise anyone who has discovered a way to obtain escalated support for a Payment under review that is scheduled for release in 6 days from ACH approval?