Need Help/Advice for Getting Money Back After Failed Payments with Bill Pay

Did you receive an email from Intuit about the failed payments?

We had several payments that failed & received an email from Intuit that stated:  "Action required:  We couldn't complete your payment.  There was a technical issue, and no funds were withdrawn from your account.  Try scheduling this payment again."

We tried rescheduling many times and it didn't work.  I ended up having to go to the various vendors' websites and pay via bank transfer.    Intuit didn't take the money from our account though.

We also had issues with some check payments never reaching vendors.  We had to contact Intuit to void and issue a stop pay.  Days later I received emails that had:  "Returned Check Payment Notification.  Your check payment scheduled through QuickBooks Bill Pay was unsuccessful and has been voided.  The full payment amount will be refunded to your account XXXX in five banking days."   However it took over 2 weeks before the money was refunded into our bank account.

We currently are having an issue with a check that shows as Paid in QuickBooks but the vendor says they never received it.  Intuit cannot provide us with a copy of the cancelled check so we can see who/where/when it was deposited.

Also found this when researching a bit:

Note The best way to get your money back if the company doesn't refund you through its own policy is to file a fraud complaint through your bank or credit card company.

Source: https://www.thebalancemoney.com/filing-a-complaint-with-the-better-business-bureau-1794757

I did receive an email about the failed payments, and I checked the bank information. It was correct, and there was no reason for the failure. Intuit at this point had taken all three transactions for $25,000 from our Chase account totaling $75000. After the first two payments failed, I went in to cancel the third scheduled transaction as it wasn't to be processed for one additional business day. 

I would understand two weeks, but it's been four. 

I understand the sentiment behind the experience you're going through, @PythiusLabs. We are steadfastly committed to assisting you in resolving this issue. Furthermore, we will submit an internal complaint on your behalf, ensuring your concerns are addressed promptly and efficiently.

Moreover, please feel free to contact the Community, as we are always available to help you with anything else.

I've been on hold with them for over ten hours this month without a resolution. The last time was a week ago, where I was on the phone for four hours. I finally had to leave the call without seeing any light at the end of the tunnel. I was told I would receive a follow up, and I have not. How is it that the Community is going to help me? At this point, I need an escalation beyond the "Community" or "Customer Support." I've also turned Intuit into Chase and reported it as fraud since we are far beyond the 8-10 SLA time in returning funds. Not sure what else I can possibly do. 

Hello there, PythiusLabs.

I understand the significance of retrieving your money after failed payments. We are committed to assisting you in resolving this matter. 

However, since the Community space is a public forum, I recommend contacting our Payment Support Team. Our experts have the required tools to check your account securely and conduct a thorough investigation into this issue.

Here's how you can reach them:

1. Sign in to QBO.
2. Click Help and choose or type Contact Us.
3. Enter your concern, then select Let's talk.
4. Choose how you'll want to get in touch with the support.

• Start a chat with a support expert.
• Get a callback from the next available expert.

You can check out this article for our most updated contact information and scheduled hours: Support hours and types.

Please know that the Community is always here to help if you have other payment-related questions.

I've tried this at least 5 times, and I get a different date for retrieval and answer at each time-wasting call. Is there any point of escalation beyond this? I've also submitted a complaint. Some of the staff can't even seem to find the issue, while others see it and then I'm on hold with the risk escalation department for hours on end. 

I obviously have tried this numerous times with no success. I'm at a point where I've spent 11+ hours on this issue by going the route you've suggested. Not once has the money been returned by the date promised.

I've tried this at least 5 times, and I get a different date for funds returned and different explanation for how this happened at each time-wasting call. Is there any point of escalation beyond this? How does one speak to someone up the chain once it's this large of an amount that has been held for a full month? Some of the staff can't even seem to find the issue, while others see it and then I'm on hold with the risk escalation department for hours on end. 

I've also submitted a complaint. That hasn't done anything to resolve this. It's as though complaints just go nowhere at Intuit. 

I obviously have tried this suggestion numerous times with no success. I'm at a point where I've spent 11+ hours on this issue by going the route you've suggested. Not once has the money been returned by the date promised.

Same issue with no resolution.  I am getting the run around from quickbooks to Melio as if no one has a clue as to how to fix this issue!

@Natashac 

When did you pay the bill? Before December 1, 2023? With ACH or Check?

It was paid before Dec 2023 via check.  QuickBooks is saying the check was cashed but they cannot provide us with a copy of the canceled check to see who deposited it and when/where and the vendor says they never received the check.

@KBurden 

So you were using Billpay powered by Melio, correct? They have discontinued the feature last year so you can no longer access transaction details. We can help you contact the Melio team directly to find out the problem. Contact me in private for details.

No it was not associated with Melio.  It was after QuickBooks rolled out their own bill pay after separating from Bll.com.

@KBurden 

Then, I'm sorry that I couldn't help you 8(

So this got resolved only after I reached out to the Better Business Bureau. You'll get customer service from "The Office of the President" for Intuit, which handles escalated issues, after filing a BBB complaint. Just file the complaint, and Intuit will reach out to you. 

It was shocking that we had to use the BBB as leverage to finally get funds returned. Needless to say, we have switched accounting softwares...