I'm having a awful time with a payment that was made last week by one of my customers for $25,560. It was funded on Friday 1/28 and was set to be received by 1/31. 1/31 came and went and even though the deposits section of my account said "Your money is on its way" no money was actually deposited. Importantly though, I DID receive the ACH Debit for the transaction fees. These put my account negative and were returned the next day NSF. This is important because it shows the correct account was set up for the deposit (I have checked ALL other accounts though many times and verified through the deposit tab, my payments settings, and had agents verify that it was set to deposit into the account. I had also received previous payments to that account successfully). So I call into support walk through all these steps call my bank my bank verifies no ACH Credits were received in my account and none are scheduled for up to 4 days in the future. Support says they have never seen this happen before and escalates to operations, operations escalates to...someone? and eventually after a few hours they say they will give me back a call before the end of the day with an update. No update, no call. So I call in again. Same thing, agent doesn't believe this is possible, I have to walk through all of the accounts, verify I already had the trace number, let them know YES I KNOW IT SAYS AGGREGATED SENT AND SETTLED ON YOUR SYSTEM BUT IT HASN'T BEEN. Again we have to bring in an agent from my bank walk through the same thing again my bank confirms, ACH Debit was received that day but no ACH Credit was received, on hold, scheduled or existing at all. Again this escalates to operations, operations again escalates to whoever they escalate to and again after hours they say whoever they escalated to must not have anyone on the clock right now because they aren't responding and we'll have to continue this another day. This time I got a case number (and an email to directly email the agent regarding updates). That brings us to today. 4 emails asking for an update or status of any kind and no replies, no calls back nothing. I have no ability to pay anything at this point AND QUICKBOOKS CHARGED ME AN NSF FEE FOR THE ACH DEBIT THAT THEY DIDNT FUND. I don't know what to do. I need those funds in my account by Friday or I will start going late on my existing liabilities. This is not a small amount, and the communication has been horrendous. I have no way to check any status of this, it's like every call just disappears into the void, and every new agent has me restart and go through the same 800 steps before they're willing to actually give it to someone who can take action but I have no visibility on that. There is no continuity at all. I don't know what I'm going to do.
(If anyone from quickbooks or intuit sees this the case number I got is 1575953055 please please help me)
