Filing a complaint

This isn't the kind of expression we want you to have in receiving invoice payments in QuickBooks Online (QBO), James. I'll share some details about how QuickBooks process your payment 

If you use QuickBooks Payments, you can process payments right within QuickBooks. If you notice a payment you recently received is on hold, don't worry. This doesn't mean anything is wrong. It just means we must check it to ensure everything is in order. This benefits everyone involved in the payment process. We review payments periodically to ensure accuracy. 

Also, we can check the status of your funds by logging into your Merchant Services account and seeing the status under the Method column. If it displays Withheld, this means that we're still reviewing it.

If there are issues regarding the deposit, we will send an email to the one you used to sign in to the Merchant Service Center. It'll give you specific steps to fix any issues. 

To sort it out, please follow the steps in the email urgently. After that, our dedicated team will work on this within 2 business days, and then they can finish processing the payment. However, if the funds are withheld for more than the specified days, please consider contacting our Merchant Support Team to check it further. 

The process may need you to provide your confidential information. To maintain your privacy, it’s best to contact them. You can do so by following the steps below within your company file:

1. Sign in to your QuickBooks Online account.
2. Click the Help button.
3. In the QuickBooks Assistance chat box, select Talk to a Human or tap the Contact Us button at the bottom.
4. Then, type in your reason for contacting us in the What can we help you with? Box and click Continue.
5. From there, choose a way to connect with us: Chat with us, get a Callback, or call our support line directly by getting our Phone number.

Additionally, refer to this article for other options when contacting them. You can also scroll down to the bottom to see their support schedule and hours: Contact Payments Support. 

Let me know if you have additional questions about payments or managing QuickBooks transactions. I always have your back. Take care!

It's not being withheld or reviewed they are just sitting on it. My client paid invoice may 22nd I got email may 24th that money was on its way. I looked and  Intuit isn't planning to move it to boa until the 28th this is not right. I want the money yesterday. There is nothing I can do or speak with because holiday weekend what ever petty money Intuit has collected holding my money is nothing compared to my actual suffering, yes suffering cause I have 14 dollars in my account I owe people money I haven't been able to pay tho I promised I would by Saturday because Ms Yolanda paid me already.von top of all this Intuit has the gall to charge me 42 dollars. Which I'm putting it out there right now I do not expect to pay. It better be credited to me and that is the very least. This whole situation has red flags everywhere it is not right and I don't care how you explain it I have an inate sense like most people do about fairness and right and wrong and this is unfair wrong and in my opinion vile. I don't care who needs to be called that person better be called and my funds moved today Monday the 27th. 

Thank you for returning to this thread, James. I see the urgency of the situation and I understand your frustration. Let me ensure that you get routed to the best help that you need. 

I appreciate your previous steps in reaching out to our support, however, I would like to share that the live support team caters to our customers based on queue from Mondays to Fridays, 6 AM to 6 PM PT, and Saturdays, 6 AM to 3 PM PT. 

Since the Community is an open forum, the best step to take is to contact our experts again to have your account investigated thoroughly. They have the appropriate tools to safely open your account and check your client's payments dating May 22 and open an investigation if necessary. Follow these steps to reach out to our experts:

1. Go to Help (?) and select Contact Us.
2. Note: If you’re using the QuickBooks Self-Employed app, tap the + button and select Ask QB Assistant.
3. Enter “talk to a human”, then select Continue.
4. Select which way you want to connect with us.
   • Have us call you - Get a call from a support expert.
   • Chat with us - Start a conversation with a support expert.

Furthermore, I'll be leaving this helpful resource to know how long it takes to get customer payments in your bank account after you process them: Find out when QuickBooks Payments deposits customer payments.  

Please feel free to return to this thread anytime for more queries on receiving your client payments and with QuickBooks in general. We are always eager to help you. Stay safe. 

i am now 20min into the tedious process that customer service is and currently pondering if life is worth it the torture that is the hold music played by Intuit. I do not doubt the little jazzy ditty was developed with that specifically and I think that should be investigated. And as should have been expected the supervisor washed her hands stated the money went out Friday and if I don't have it it is my banks fault. The system is set up to delay over weekends and that is in appropriate.  The batch goes out just after the cutoff time adding an unecessary delay which pushes the funds back the result of this is an invoice paid May 22nd site in intuits accounts  for 5 days. This is wrong. It doesn't not have to process out like that. It is not unreasonable to expect for the fee I am paying that the batch process goes out before the cutoff time say I  the morning and not afternoon.  I pay a hefty processing fee and expect something of value for that fee.  Processing batch payments after the cutoff time does not the ave any value and is unethical business practice.

Is no one going to respond? My money showed up early Tuesday morning the 28th of May exactly when and how the system is designed to do it. I am calling out this as inappropriate at the least. On a 1450 invoice the fee is 42.30. for this job that was more than an hour of hard labor Laying down sod by myself which I have to accept because my clients need to be able to pay with credit cards online. However I will not accept is under any circumstances that that money takes 6 days to become available to me 5 of which it sat in intuits bank account. It is becoming more and more common for these transactions to be completed in a day if not instantly as a matter of Intuit even offers it but not to me.  If a client pays by cash app PayPal venmo or zelle the funds are mine immediately and I can choose to transfer to my bank immediately for a fee or if no hurry I get it in 2 days max. That being the case what exactly do I get for the fees I pay? What are the consumer financial protection laws for situations like this? 

I have experienced the same issue with QuickBooks.

I have a payment that was paid to them a week ago and still not in my account!

I spoke with the payment department and they said they can’t help and have no idea how long before it will process ( maybe 5-7 more days!)

This is crippling to a small business!

Would not recommend this service!

@SPS sales   Intuit/ QB will often "hold" money for UP TO 270 days, just to collect interest off of it.  

They will continue giving you the runaround, until they decide to finally release it.  But the longer they have it, the less likely they are to return it to you.  They COULD release it to your state, after which, you will have to collect it from them.  

Here's hoping you don't have to go through all of that. 

But might I suggest filing complaints with  EVERY agency you can think of?  FTC, State attorney General, BBB... The more, the better.  

If more people would file these complaints, the less likely QB will be allowed to do this to your hard earned money.  

Good luck. 

I am writing to formally express my dissatisfaction with the services provided by QuickBooks throughout 2024 and to demand a full refund of approximately $900 in fees I have incurred during this period.

Despite my multiple attempts to cancel my service via email, I have not received any response. This lack of communication has been incredibly frustrating, especially given my efforts to connect with a tax professional through your service and when I was finally connected to an Accountant thru your service they told me that they could not help me. I made three or four calls seeking assistance, but I encountered significant delays and unhelpful responses from your foriegn based customer service team. Consequently, I was forced to hire my own CPA, incurring additional costs that I had hoped to avoid by utilizing QuickBooks’ services.

Given the numerous attempts I made to resolve these issues and the absence of the promised support, I believe it is only fair to request a full refund of all my subscription fees for the year 2024.

If I do not receive a prompt response and a full refund, I will have no choice but to escalate this situation to my Attorney Neil Gantz and consider legal action. I trust you will recognize the seriousness of my complaint and take the necessary steps to rectify this situation.

Thank you for your immediate attention to this matter. I look forward to your swift response.

Thank you for contacting us regarding your experience, dee. I sincerely acknowledge the challenges you've encountered with our services. My team and I take customer satisfaction very seriously, and we're deeply concerned about the issues you've raised. I understand you've made multiple attempts to cancel your service and have faced difficulties receiving adequate support from our team. Your experience falls far short of the high standards we set for ourselves, and we want to assure you we're taking your complaint very seriously. I appreciate you bringing this matter to our attention, as it allows us to address your concerns and improve our services.

I want to resolve this situation to your satisfaction as quickly as possible. To that end, I wanted to bring to your attention regarding a pending cancellation request currently associated with your case. A formal cancellation request has been submitted and is awaiting processing. We understand that circumstances can change and are here to assist you through this transition.

Please be assured, once this service discontinuation application is processed, your account will be officially closed, and you'll no longer incur any additional fees or charges associated with it.

Your satisfaction is not just a priority but is the heart of everything we do, dee. My team and I genuinely value the time you spent with us. Furthermore, if there is anything we can do to improve your experience, whether related to this cancellation or any other aspect of our service, please don’t hesitate to share your thoughts. Our goal is to ensure your experience, even during this transition is handled with care and respect.