Really Not sure who to reach as every single Rep I have reached out to has given me conflicting responses. This ordeal has cost me over $5000 of my own personal money, which happened under the guidance of the dozens of Merchant Services representatives I've reached out to. I am hoping a Director or someone in charge of this platform sees this.
To anyone finding this forum on Google and are evaluating whether QB Merchant Services is a viable platform for receiving Credit Card Payments, do not sign up for this. This has been a nightmare.
Here's the case:
On July 12, my company received a $177,850.11 credit card payment from one of our clients. Quickbooks decided they where going to split the transaction into two batches ($99,999.99) and ($77,850.11), even though this was a single transaction paid on one invoice. The client eventually pulled from this transaction and requested a refund. Upon trying to reverse the transaction, Quickbooks only let me reverse one transaction for $99,999.99, and subsequently kept denying the reversal for the other $77,850.11. On top of that, Quickbooks also charged me 3% on the reversal. After spending 2 hours on the phone, 3 days in a row, Quickbooks gave me the following information: I would have to wait 2 weeks to reverse the transaction of $77,850.11 (even though this was from the same invoice, Client was not happy at all), they would be refunding me the transaction and reversal fees for both charges, and that I should call in once I reversed the other transaction. The fees for the $99,999.99 where refunded on the spot.
Fast forward two weeks: Under the advice of Quickbooks, we reversed the transaction of $77,850.11. Transaction was completed, Additional fees where charged, and I did as I was told and called in. The representative told me to call in the following week and this will be resolved. We did this, and had our request denied.
Several issues here:
- Why was I told to take steps and offered solutions that were not going to be honored?
- I was told I was given a one time complimentary refund when I called back in, however at the time of the refund I did not receive notice that this was a one time deal. I was specifically told that this refund would apply to the entirety of the invoice that was paid. Not just half of it.
- If I was not going to receive a refund on the fees from the reversal, why was I continually encouraged to pursue this option? Especially since if I just wired my customer back, I wouldnt have lost an additional $3000?
- Why was this transaction split into two batches, and why could I not reverse both charges at once?
Everything described above is documented with case numbers and Representative names.
In sum, there are multiple issues present in quickbooks merchant services software and the solutions real life representatives offer. Quickbooks will offer solutions and drag the problem only to deny any claims and assurances they offered. They do not care about their client, consistently offer conflicting information, and make you jump through hoops to accomplish simple tasks required to run a business.
No representative will escalate cases, you have to go through multiple departments to get answers, and no representative will allow you to physically talk to the people responsible for accomplishing the things you need done.
I need to speak to someone who can actually help me, at this moment, I have lost $5000 due to Quickbooks negligence in offering me support.
Please reach out to me via the following:
Merchant No. [Removed]
Quickbooks account No. [Removed]
My contact information is available once my account is pulled up.
Thanks,
