I have been a loyal customer of Intuit now for over five years and have spent nearly $72,000 on subscription fees in the last three years. The way they have handled this incident with me has been horrible.
I called Intuit on 8/14 to inform them of fraudulent activity on my account. Someone took control of my intuit account and processed a $4,200 invoice to a customer named Georgia Consulting LLC using a bank account that I had no knowledge of. I am not affiliated with this customer. I’m assuming they stole their bank information and used my intuit account as a cover to process this payment. They then went into my account settings and processed the payment as an instant pay-out and had the funds go to a master card ending in 3977 (this is not my card). My deposits always go straight to my bank account. The hacker stole the $4,200 and $736.16 worth of invoice payments I had already processed earlier in the day.
The fraud department had me reset all my logins, passwords, and run virus scans. A few days later, the $4,200 was attempting to be debited from my bank account. I’m assuming because that company disputed the charge. I called Intuit and they instructed me to issue a stop payment on this because the fraud department was still investigating it, and if I had paid it, they said I may not get the money back. I called my bank and did what they asked.
A few days later, I noticed that Intuit was withholding deposits from invoices that I had processed. I called and asked why, and the agent said it was because I had a $4,200 hold on my account, so they were applying these invoice payments towards this balance. I explained the situation to the agent, and they opened another case and gave me the case number.
I called back yesterday to check on the status of Intuit removing the $4,200 hold from my account and releasing the funds that they were withholding, and the agent said it has been resolved. I told him nothing was resolved. That the hold was still on my account, and the funds were still being withheld by Intuit.
The agent issued me another case number and said someone from the collections department would reach out to me.
It has been almost 3 weeks now, and this hasn’t been resolved. Nobody has called or reached out at all.
In total, here is what I am currently owed:
- $736.16 from the invoices that were processed and stolen by the hacker on 8/14
- $272.17 for the deposit that Intuit cancelled and withheld on 8/22
- $648.82 for the deposit that Intuit cancelled and withheld on 8/23
- $770.68 for the deposit that is still in review and is showing delayed on 8/26
The fact that Intuit is holding me responsible for this fraudulent activity is alarming. Not to mention the fact that their software and firewalls were so easily penetrated by this hacker is scary. I will continue to call daily to check on this, and if they do decide to do the right thing, i'll certainly remove this post. Thanks
