I have the same issue and it seems to be an echo in the community.  I'm done paying for horrible customer service. 

I'm also leaving Quickbooks for multiple reasons.  It's ridiculous how the company does business. 

We are going through the same ordeal as QuickBooks not only closed our account, but they also hold $55000 of our cash flow for more than two weeks. Every day when we call to inquire, they will nicely advise us that it will be resolved within 2 business days, and that we should receive email or phone instructions. But they just keep the fund as long as they want without being mindful of business interruptions. We wonder if there is any legal help, we can get to not only to have our fund released but to have Quick book be responsible for the interest and additional cost we had to go through for their prolonged hold of fund.

High Risk Merchant Highriskpay.com: Detailed Info

Our company has paid taxes for payroll that were due but I am still unable to use the payroll system as it is still saying on hold in QBs.  Please reach out to us so we can resolve this issue.

Hi there, @skggdg123.

Welcome to the Community. Let me address your deposit concern so you can get back to business. 

With regard to your company payroll account being held, there’s a possibility that the account has insufficient funds. Thus, causing the account to be held. Moving forward, you’ll want to ensure the account used in your client's payroll has sufficient funds to avoid any delays in the future. For more details about this, you can refer to this article: Resolve a non-sufficient funds (NSF) hold on your payroll service.

Moreover, I also recommend contacting our Support team. I understand you’ve already contacted them, however, it would be best to reach out to them again. They have the proper tools to check your client's accountant and look deeper into the reason for the hold.

Here's how:
 

1. Sign in to your QuickBooks Online company.
2. Go to Help (?).
3. Select Contact Us.
4. Enter your concern, then select Let's talk.
5. Choose a way to connect with us:
   • Start a chat with a support expert.
   • Get a callback from the next available expert.
   • Ask the community to get help from businesses like yours.

Let me also add this article that can walk you through the steps in running payroll in QuickBooks Online (QBO): Process or run payroll.

Keep in touch with me if you have any other concerns or questions about payroll or your account. I’m always around ready to back you up. Keep safe and stay well!

You are completely out of line. You just held mine as well despite having a direct bank connection and advertising next business day deposit. Your company is a fraud. I'm paying with American dollars so you can lie through foreign cheap agents. SWITCHING TO XERO. INTUIT IS A THIEF.

I’m in the same situation waiting by my phone every day waiting on a call a getting nothing 🤬🤬.. then when I talk to someone in payments they’re telling me that they call this is bull

Same here. Waiting for over a month everyone I speak to at the care team is saying it will take 24 to 48 to release the funds since September 27 

this is crazy 

Hello, I am trapped in a very similar nightmare - Quickbooks processed a payment, told me funds are on the way to my bank accout, then closed my merchant account - withholding thousands of dollars for more than a month - without cause. More than a dozen support calls and every QB agent has given the same non-answer; "...case escalated", ...no update", "...case closed", "...new case#", "...case escalated", "...no update"... repeat. 

Quickbooks has put my company in jeopardy of closing down... PLEASE HELP!

I understand what it feels like when we’re unable to receive updates about escalated cases, especially involving business funds, @BTC123. Allow me to chime in and ensure you'll be able to get assistance from the appropriate department regarding your on-hold deposits in QuickBooks Payments.

Getting back and forth isn't easy. However, the Community is a public forum, and we're unable to access your account information here. That said, I encourage you to get in touch with our Payments team. While I'm aware you've already contacted us, it's best to reach out again so they can review your previous cases and provide further updates about the issue.

Additionally, check out this article to obtain answers to your questions concerning Payments: QuickBooks Payments FAQ.

We'll appreciate your patience and understanding as we're working on a resolution, @BTC123. Please don't hesitate to return to this thread if you have further queries about receiving funds. We're always here to help. Take care.

I am hoping to reach someone because I have been having the worst nightmare of a situation I could ever imagine with QuickBooks. I have had a returned item sent back so I owe the fees to QuickBooks under $100.00 and I wasn’t aware of it until they started withholding all of our payments that we received from our customers for breaking our backs for them which adds up to thousands of dollars. I have called several times and used the chat feature but every single person we deal with tells us a new BS story just to be able to get us to end the conversation. We were told on Sunday that our account was in good standing and nothing was wrong so on the next payment we took everything would work correctly, Monday I spoke with 4 other people that all gave me different stories and only one of them actually told me that they were withholding our money due to owing money which was the first time we heard anything about it, after our conversation miraculously the email comes through that states we owe money, call this number to pay it within 30 days but when you call no one can take the payment or do anything to help resolve this. They can’t even give any form of contact information for the department that needs to handle this and I truly feel that is just so they can continue to hold everyone’s money and hope that they can figure out a way to totally screw their customers over and keep their money. If we had been told the truth after contacting QuickBooks I definitely wouldn’t have continued having our customers pay through QuickBooks at all because we owe less than 100.00 dollars and now they are holding thousands of dollars of ours. There is absolutely no way that there is no way for us to pay what we owe so we can get our money that is legally ours and I do not believe that there is absolutely no way to contact the collections department. We are just constantly lied to and passed around in hopes that we continue taking payments so the amount of money that QuickBooks withholds becomes a tremendous amount and they figure out a way to screw us out of our money. We pay thousands and thousands of dollars in fees and subscription costs but it’s never enough for QuickBooks now they are just scheming their loyal customers out of all of their money. We are contacting our attorney because we will get our money one way or another. We are a small business that work for our money and I do not understand how QuickBooks can legally withhold our payments that are thousands of dollars when we don’t even owe them 100 dollars. We have tried and tried to call and pay through the number that the email they finally sent us says to call but when we call the number they will not allow us to pay over the phone, they won’t transfer me to collections or give me a number. They tell me someone will call or email me in 24/48 hours to resolve the matter but we haven’t been contacted and it’s been over 24/48 hours. How is it legal for QuickBooks to continue withholding funds that were paid to us not QuickBooks for less than 100.00 but they are withholding thousands of dollars of ours and won’t allow us to pay the amount owed to receive our funds. We are trying to pay the piddly amount owed to collections of QuickBooks so we can receive our thousands of dollars so I guess we are going to have to involve our attorney for the fact that they state we can’t have our money until they get theirs but they won’t allow us to pay our bill. They are stealing funds from us totally. They have no legal right to not accept my payment so that they have to release the money that is legally and rightfully my businesses. How can they state that they have the right to withhold our funds because we owe money that we were not aware of, the email states we have 30 days to respond although it’s been 6 days because of the holiday and we have tried to make the payment of whatever is owed but they tell us we can’t and we have to wait until they contact us in 24/48 hours which hasn’t occurred. How do we get our money???? This is crap and the worst customer service ever. We started using QuickBooks desktop 8 years ago and then were forced to switch over to quickbooks online which was clearly just a scam so that they could begin stealing money from their customers and I guess earning interest on the money that is rightfully mine.  I would go in with many others and start a large class action law suit because this is not legal or ethical.

I feel your pain and I’m currently dealing with exact same thing and they’re holding 88,000.00 of mine and I’m beyond furious!  I’ve called every day and keep hearing same thing to just wait for phone call!  I’ve used Desktop for past 20 years and just switched to online a couple months back.  For them to hold this kind of money from a business when they’ve had it for over 2 weeks now going on 3 and it came out of my customers bank so I know they received it.  I’ve tried doing what they’ve asked but this amount of money is detrimental and going to destroy my company and they don’t care please let me know if you get yours resolved and how!  After reading that this is always happening to people scares me because I don’t see anyone say they received their money!

Yes, I am on day 4 of having all of our money withheld and each time a payment comes in they continue to hold it even when they have plenty of my money to cover the 90 dollars we owe somehow. I would understand QuickBooks taking this action against a customer of theirs if the customer was notified that there was an issue and ignored it but that wasn’t the case for my situation. And every time I call/chat I get told how I can’t pay what I owe so that they will release the hold and deposit my money so how is that legal. They never sent me an email until Monday when they had already placed a hold on my payments account which was the first time we had been informed that there was a return and we owed them 90 dollars. In the email that they did send to me it gave me a number to call and make the payment but when I call they say I can’t make a payment and it also states that I have 30 days to respond to the return but again they had already taken action before I received the email and never gave us 30 days to correct anything. My other frustration is because when I called and spoke to someone on Sunday they told me that nothing was wrong and it was just because it was a holiday weekend that we weren’t able to deposit the money and that the next payments would be just fine but that was a lie because then we had thousands more paid just so that they could withhold all that additional money as well. How is it legal for them to withhold thousands of dollars for an unknown amount of time for owing 90 dollars without allowing the customer to have a time frame to correct the issue before taking such a drastic route. I don’t know how it’s legal for them to continue withholding thousands of dollars from anyone for owing a small amount. Like why wouldn’t they call or email us to have us pay immediately prior to placing a hold on our payments account? It makes no sense and with the amount of people that state that they are going through the same situation it makes me question a lot. I know now that all payments that i take from now on will not be going through QuickBooks. Thankfully I have always kept my square account active because now I can take payments smoothly with square and bypass quickbooks. But I will not give up on getting my money back. I also wanted to just give anyone the phone number for the headquarters in case anyone would like to reach out to them because I think I am going to have too reach out before my business goes under because of them. If my business goes under I will be suing QuickBooks for sure. The headquarters phone number is: (XXX)XXX-XXXX. The headquarters is in Mountain View, CA. 
I wanted to also add if anyone does get their situation like mine resolved please update the thread and tell us how long it took for it to be totally resolved and what course of actions you had to take in order to get your situation resolved. 
Thanks, 

Derek and Samantha

We wanted you to have a better experience than this, Derek.

We recognize the importance of timely payment processing for a smoother workflow.

I suggest reaching out to our QuickBooks (QB) Payments support team, who have the necessary tools to address and resolve the issue. They're available Monday through Friday from 6 AM to 6 PM PT. Here's how:

1. Chat with them. 
2. Enter your email address, name, and issue.
3. Click Start Chat.
4. Also, you can contact support through chat using the Merchant Service Center.

If you still need help, you can call us at XXX-XXX-XXXX.

In case you want to check when QB deposit customer payments into your bank account, you can check out this article for more guidance: Find out when QuickBooks Payments deposits customer payments.

Please let me know if you have other concerns regarding your payments account. Feel free to click the Reply button. I'll be there to assist.

Anything these qb folks tell you about risk dept or resolution is a flat out lie. I've been told "2-3 business days" for 3 MONTHS!  Quickbooks took my client's money, took their cut, and is still withholding my $$$ with no answer or resolve since SEPTEMBER 15TH, 2023! 

<<<NEVER USE QUICKBOOKS  PAYMENTS >>>

YOU'LL BE SCAMMED LIKE THE THOUSANDS OF US SUCKERS STILL WAITING FOR OUR $$$

I am reading through all these comments. Quickbooks has been holding funds that were paid to me by a customer since September. They are telling me that they closed my account due to a business decision and cannot release my funds to me and that I needed to contact my customer and have them dispute it. This sunds 100% illegal. Has anyone contacted a lawyer about this?

Same issue here I have 3 open cases one that has been open for 11 days now and one that was just opened today. As of last night the scammer began sending me death threats and telling me he would kill my family. Intuit has done nothing to escalate the case given the severity- I have a patrol car parked outside my house for protection and intuit is holding over $5,000 dollars. All of my families money so we can't even leave the house or town for protection. They have done nothing to realize the severity of the situation and I am so frantic. Not to mention Christmas is 3 days away and we can afford nothing and my employees can't be paid. I am honestly scared for our lives based on the pictures this guy sent me. I submitted them in the request- I am so scared for my family right now and have nothing because of this person but fear for our lives. This is one of the worst experiences of my life and even the police told them to release the funds so we can leave town. Still zero escalation and "48 hours" Not that assuring when one case hasn't been addressed in 10 days.

I am heartbroken and scared for my family- this was so cold of them to handle this this way after 5 hours on the phone and even speaking with a detective. Praying to god they actually release them immediately so we can be somewhere safe.

I am having the exact same problem . It’s been since august 2023 , I call every week and it gets escalated to no avail . I’ve never had a call or email . It’s now feb 8 2024 and still nothing. 

I’ve been calling your payment team for over 6 months ? It’s escalated every week . ? It’s 4120.00 and I’m a small business ! Please call me [removed] or [email address removed] . If anyone knows a legal angle or a lawyer that can help please help with that information. Maybe the federal trade commission?? 

That doesn’t ducking work ! You say the same thing every time , why do yall hold companies money ? For the interest?? If I ever get my money yall im canceling. 

We hear you, @Alex AMCO H2no.

I see how this is very challenging on your end. Please know this isn't the kind of service we want you to experience. Let us direct you to the best help possible.

Before anything else, I'd like to appreciate how you work hard on contacting our support to fix your payment issue.

 I see that you have several open cases as you mentioned. With that in mind, to gain updates for this, if there's a resolution, I recommend contacting Merchant Services again and providing your case number so they can review and give you the info you need.

You might want to learn more about why funds are put on hold. Feel free to read this article: Understanding Payment Holds.

Click the reply button below if you have additional questions about payments. I'll be willing to help. Keep safe.

I did a BBB report and they contacted me the same day and got it resolved I ended up getting my money released within 48 hours after that.  I recommend everyone do a Better Business Bureau complaint!

I had the same issue. The payment arrived two weeks ago, and they hold the deposit of 40k. At first, they asked for documents, and when I sent all the requested documents.

They didn't release it; every day I called them, there was a new answer. At first, they said it would be released in two business days, then it's under review, and then they closed my account and held my payment for future notice that they don't know why and when it would be. Now, I am in the middle of nowhere, and they keep my money without any reason. I tried to speak with a supervisor, and after they put me on hold for 40 minutes, someone named Zach came up. He talked very unrespectfully, like it's your problem, and we can hold your money whenever we want and don't need to give you any reason, and it is you and word look lr problem. How he spoke with MW disappointed me with how QB should be, and it was the last thing I expected. I found full discrimination in our talk with Their Supervisor.