QB Deposits Withheld

rmncsdlocksmith · ‎December 11, 2023

We have three deposits which are attached to two deposits that are being withheld since last Tuesday 12/5/2023. The code in QB online is saying, "we need additional information from you please check your email". We have yet to receive an email. I did the help chat on Friday 12/8/2023 and they said they would escalate this and created a ticket. We checked on the status this morning and they said it would get resolved by Wednesday and to check our email and they are saying it was an issue with services fees, which doesn't make sense to us. We still have not received any email about why the funds were withheld or any update about the resolution of our case. We tried to call customer support and were on hold for over an hour while they looked into it and were ultimately hung up on. We still have no answers or resolution to this matter.

Has anyone had luck with getting this resolved?

This is an unacceptable business practice. As consumers and business owners, we should know why these issues are happening in real time and help from QB should be readily available. We have never dealt with this issue before, we still don't know why this happened and can't get an answer. We recently switched from Square to using QB directly. This makes me extremely hesitant to continue to use this service as we don't know when this will happen again. People are dependent upon receiving these funds.

I let the agent know we didn't receive any emails yet and they responded "don't worry you'll get an email this time". We still have not received an email this time.

KimberlyS · ‎December 11, 2023

I appreciate you reaching out here in the forum, @rmncsdlocksmith.

I can see the urgency of releasing your funds to effectively utilize them and keep your business running. I'm here to ensure you'll get the assistance you need in fixing this matter.

Holding funds is a vital security measure to review the transaction for protection. In this case, you'll be notified through email to perform specific actions to fix any issue and complete the reviewing process.

I understand that you've contacted our support already. However, I recommend contacting our Payment Support team again since you haven't received any emails yet to update your case and help you release your funds.

Here's how you can reach them through QuickBooks Online:

Log in to your QuickBooks Online company.
On the upper right corner of your screen, click on Help (?).
Select or type Contact Us.
Start entering your concern, then select Let's talk.
Please choose a way to connect with us:

Ask the community to seek ideas and information from businesses like yours.
Start a chat with a support expert.

For more information about the process above, please refer to this article: Contact Payments Support.

On the other hand, consider reviewing these resources for additional information about payment deposits:

Don't hesitate to click the Reply button if you require further assistance regarding your funds or other related concerns in QuickBooks Online. We're always here to help.

cchalmers · ‎December 11, 2023

I've been waiting since last week for emails to arrive for the same issue. Good luck!

rmncsdlocksmith · ‎December 11, 2023

We contacted support and were on hold for over an hour, the line got disconnected and we didn't get a call back. We can't spend hours on the phone trying to get this resolved.

We have tried using the chat feature twice.

We still have received no emails regarding this issue.

rmncsdlocksmith · ‎December 11, 2023

We have called support; after waiting over an hour, the call got disconnected and we never got a call back. We can't spend hours a day waiting on hold for resolution. We have used the chat feature twice. We still have not received an email regarding this issue.

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QB Deposits Withheld