QB Merchant account Customer Service- worst service I have gotten in a long time

This is not the kind of service we want you to experience, @CGHLighting.

I agree that delays and payment issues can diminish the integrity of the business and interfere with your operations. I also don't like it when I had to spend more than hours with support. That said, I'll take note of your experience and use it to improve our customer service. 

You can request a supervisor when you get a chat agent. If possible, ask them if they could help you over the phone instead to assist you better. They'll be able to double-check the customer's payment and give you the details.

The Merchant Service direct chat link is found here: Contact Payments Support.

If you have other tasks that you need to take care of, I'd recommend browsing our help articles. They contain guides and details about customers, vendors, etc... Go to our general support page, look for a topic, then open a specific article that fits your situation. To change the product, simply select another under the Topics for section. 

I'm all ears if you have other concerns with QuickBooks Merchant Services or the Desktop platform. Just post your reply here and I'll address them.

I am sure that my comment doesn't look good for your company, but I kept my comments to a very bare minimum of my dissatisfaction. Intuit is holding funds from us that they promised to pay and have not disbursed. 

The hold to speak to someone is sort of common these days, and I am not really upset with that. But the incompetence  of the representative and the swinging the customers from departments to departments without getting anywhere is above the non acceptable threshold.

I am extremely patient and tenacious generally speaking but I can't take it anymore with Intuit.

Customer service is not returning my call when they say they would, they dropped me with ending Chat with automated "Our office is closed" check in later. Check this link, and the link is broken, Go to this link to chat with a specific department and having to deal with someone who has nothing to do with that department. 

I have cost the company I am trying to retrieve funds to, so much money at this point it is not acceptable.

Believe me I have tried all your links that you are mentioning in your response and they are not helping.

I maintain my very negative experience with Intuit Merchant.

I am sure that my comment doesn't look good for your company, but I kept my comments to a very bare minimum of my dissatisfaction. Intuit is holding funds from us that they promised to pay and have not disbursed. 

The hold to speak to someone is sort of common these days, and I am not really upset with that. But the incompetence  of the representative and the swinging the customers from departments to departments without getting anywhere is above the non acceptable threshold.

I am extremely patient and tenacious generally speaking but I can't take it anymore with Intuit.

Customer service is not returning my call when they say they would, they dropped me with ending Chat with automated "Our office is closed" check in later. Check this link, and the link is broken, Go to this link to chat with a specific department and having to deal with someone who has nothing to do with that department. 

I have cost the company I am trying to retrieve funds to, so much money at this point it is not acceptable.

Believe me I have tried all your links that you are mentioning in your response and they are not helping.

I maintain my very negative experience with Intuit Merchant.

Hello there, @CGHLighting. This isn't the kind of experience I want for you.

I appreciate you coming back to the QuickBooks Community to share details of your experience with support. I get how it feels when you have issues while using the accounting software that aren't addressed right away.

I'd like to help you take care of everything myself, however, I cannot see your account information in the Community. And I know you already contacted them but since this is a public forum, I suggest contacting them again to check for updates. If you have a case number, that would help streamline the process. Your case number has the previous agent's notes according to what happened to your issue. This way, you won't be repeating yourself.

Here's a link for guidance on how to connect with them: Contact Payments or Point of Sale Support.

If you have additional assistance while managing your QuickBooks account, let me know. I'll be around to provide further assistance. Have a nice day.

My experience was of poor customer service has everything to do with the actual company not knowing what is going on.   I can get Quickbooks to call me back.  They just cannot help.  I have had six figures of merchant services on hold for over 3 weeks.  I have been told it was going to be released in a few more days for the last 3 weeks.  I have asked for escalating and managers only to not never received a call back. 

DO NO USE QUICKBOOKS MERCHANT SERVICES!!!  ZERO customer support and they don't care.  The "service" of charging someone else credit card is no new.  There is no special sauce if you are using QBO.... any other merchant service would work.   

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@JonSCALE wrote:

any other merchant service would work.   

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@JonSCALE 

You can use a 3rd party merchant service to integrate with QBO.

Thank you for joining us here in the Community, @JonSCALE. 

I understand how important it is to get the funds released as soon as possible as the money is needed to continue running your business. In this case, I can see that someone escalates and is looking into it.

Upon checking, someone will send you a message to update you about this.

You can check this article to know more about funds on hold: Why are my funds on hold?

If you need additional assistance about funds on hold, leave a comment below. I'm always here to help.

I have to agree 100%. Between the language barriers and the reps working from home, it is awful. Also, I am so disappointed that there is no live training available, unless you join the VIP club for nearly $1000 then pay $30 a month! This is insane! I have never worked with a software company that does not supply training on their software. We are now looking at different solutions for accounting software.

I have been trying for months to resolve issues between Merchant Service deposits and our register. I do not think we have had a clean reconcile since implementation. So frustrated! If I call support, they tell you where to click to fix a specific problem, but cannot tell you why it happened in the first place... 

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@vlh1001 wrote:

We are now looking at different solutions for accounting software.

 

@vlh1001 

Utilize a 3rd party merchant service to integrate with your QBO. Otherwise, time to explore another accounting app and purchase a 3rd party conversion service if required.