Risk Department holding funds and not able to speak to them directly

I appreciate your response. Most of what you suggested I figured out on my own already, but very very slowly. I had my bookkeeper set all of this up for me, so I was completely lost trying to figure out how to navigate through all of this. My bookkeeper is not my employee, so she is not available all the time. Even if she was available, she would've had trouble with this too. As of now I think I have all of this sorted out and submitted all that the Risk people needed. I received an email from quickbooks shortly after I uploaded all of the documents. The email said the full amount withheld has now been credited to my account and the funds should be in my account within 48 hours... I will believe when I see it. There are many things about all of this that don't make sense and I feel in general a phone call with my Risk Case Manager would would easily cleared things up. I think one of the main issues is Payment Department and Risk Department and Merchant Department aren't in the same room working together as the Payment people can't see the Merchant stuff and also don't seem to understand exactly what the Risk people want. In my case, if the Payment people (the competent ones), I spoke to many, could've been able to see my transaction report they would've had a better understanding and would've seen the problem. In my case there was a key misunderstanding on my end, but I had no idea I could open and view the transaction report because I'm so new to all of this. In the end my gut feelings are what guided me to resolving the problem, not the Payment people or the Risk people. Thanks for your timely response, help and guidance. 

Felt I should update yout the reader. All of the funds that were withheld are now in my bank account. The problem is solved and the scary parts are over. It's a relief for sure. My nerves have calmed as this stressful situation is behind me. It's amazing how much a person's mindset, words, and actions can change in these desperate situations. I assume this is why you can't speak directly to the Risk people. Must be a rough job.

I am having the same issue. it has been nearly 2 months and Intuit are still holding $80K of funds. no update, escalations dont help. no one can give a straight answer. completely unacceptable service.

We don't want you to be inconvenienced in any way, @EdKirby.

When we place your payment on hold, it does not imply that something is wrong. We'll only need to double-check the payment to make sure that everything is correct. Intuit will release that payment after providing us with all the requested information. You'll usually receive an email from us asking for some information about the transaction.

Once we get everything from you, we can usually complete the review within 2 business days. In case you haven't received an email from us, I suggest contacting our Merchant Service Center. They have the tools to trace this charge and why this is still being withheld. 

To find their phone number or chat link, please see the following article: Merchants Services Support Team. 

For your reference, here are some links that you can check out about fixing the payment on hold status for deposits:

• Why are my funds on hold?
• Understanding Payment Holds in QuickBooks Online

Please let me know if you require any additional help in handling your transactions. I'll be there to help in any way I can. Have a wonderful day!

unfortunately i am severely inconvenienced! holding $80K for 2 months with no explanation is more than an inconvenience.

this canned response does not help.

i woudln't be posting here if i had not tried that. i have spoken to merchant services a dozen times. funds are marked as "WITHHELD".

I have received several case numbers but there has been no resolution.

there is nothing wrong with the charges. the customers have paid and not disputed. intuit just will not release the money.

i would appreciate a real response and a resolution.

@EdKirby   If you search through the community, here, you will find a LARGE number of QB customers that have had the same thing happen to them.  It seems that Intuit/ QB is holding customers money, and closing accounts for no apparent reason.  In the meantime, all of these people are forced to wait for 270 days (9 months) to collect the money from their state.  

It's total B.S.  

Some of these customers are looking into filing a class action lawsuit. If you use the search bar, you may be able to find one, if not more of these customers, and join the fight. 

Good luck.  

hi @MJoy_D . Can you please provide a more constructive answer. we need funds released ASAP.

We went thru this whole process.. sent documents for review and they said funds would be released within 24-48hrs its been close to a week now and i still dont see my money. Its over $100k. It seems even tho we did all what you asked for money wont be released just like that. I have spent hrs on the phone trying to solve this issue and every agent seems to just tell me different things. I couldn’t even do a Christmas party for my company and family due to this. As im writing this im on the phone waiting to see if this agent will help me. I have asked to speak to a manager numerous times already and they said somebody will call me back, its been over a week already and nobody has called me. You guys really have to step it up. This is the worst ever experience we my company and family had to go thru. As a kid I couldn’t have a good Christmas due to parents not having a very good stable financial situation but now i have to have a bad Christmas with family and employees due to QB?? Unbelievable! I been chasing this payment from my client for over two months and now that i get it, you guys decided to hold it. I was very confident I would get it before all these holidays but it seems i wont. The reason why my family is taking a shock due to this is because i been financing business needs with our own personal money. How would you feel or do if you wouldn’t get a paycheck from QB and you ask for help and nobody seems to help and every agent you talked to tells you a different story?

Please im begging i need help. You guys have to help me. Its Friday December 23, 2022 7:08am and im still on the phone trying to solve this issue. Its been over an hr with this agent here and still no answers. Last night I couldn’t even sleep due to this. 
please help!!!!

Two months? I’ve been on hold six hours over three delays without access to $117k of MY MONEY. At this point, I think someone has a policy to slap a risk on dollars for those attempting to withdraw as every day it’s held is a day they can earn interest on my balance. 

If my issue is not resolved today, I plan to retain counsel and spend a portion of my dollars investigating what I believe is a systematic defrauding of customers.

Matt [last name removed]

[phone number removed]

Did they ever give you your money?  They are literally the WORST company.  I'm telling all of my clients and myself are moving out of quickbooks.  I even use their tax software.  I owed them $193 and they withtheld $8,000.  By the end of today it will be over $20,000.  Can't pay employees, can pay bills.  

This is a horrible and time-consuming thing to go through!. Were you able to resolve it and and have your funds released?

I'm at the finish line of this ordeal as I finally received the infamous "funds released" email that you're suppose to receive after the 48 hour review period. 

I also went through the outgoing runaround and gut wrenching process that everyone experienced...such as calling multiple times per day, pleading with customer service representatives, submitting documents that weren't mentioned initially, given different information with each rep, etc. etc...

My light at the end of the tunnel happened when I miraculously got connected with a state side representative (not to imply that the ones abroad are incompetent, however I feel that they have access to different areas of the system and/or resources). 

He was able to tell me (legitimately) what the root of the problem probably is. 

Apparently in my case, I had 2 overlapping reviews for two different issues simultaneously. 

The first review was a routine one from one department (supposedly "The Untouchables" meaning they call the shots and have first dibs on overseeing your account, and unless it leaves their department good to go,  nobody can touch it). I also had a collection issue for processing fees (which were very minimal but caused a commotion). 

As one got released it wasn't relayed to the other department to review, so it just kept on getting thrown back and forth as the two different departments saw that it was in review from the other department. As for the service reps, they just see "under review".  Which relays to them as that "it's being looked at and the review is ongoing and has to be completed,  please be patient... ,yada yada yada..." You guys know the spiel.

I questioned the the agent who solved the mystery if this happens often... According to his 6 years of experience with QuickBooks, he stated that he has seen it before, but its. VERY uncommon for review holds to overlap  (he said it's not uncommon for a back to back review though).  Nonetheless he caught it and the rest is history.

I hope I'm not jumping the gun as I'm still waiting for my funds to appear in my bank...but I literally just got the email of the hold release and wanted to share on here before I get overly ecstatic once I do see my monies and forget to share my experience.  Because we all do that.. once everything's fine and dandy we forget the turmoils and carry on  

.I will update if I encounter another BS run around moving forward (hopefully not)... I hope this helps someone and please maintain sanity in the mist of this process, as nobody wants to deal with a crazy person. 🤪

Hi All,

I hope that everyone was able to get some resolution, and better yet, received all of your funds back!  I'm just posting this follow up to let everyone know that my funds were deposited into my bank the very next day after having received an email that the review is completed, and funds are on the way.  

I really pray that everyone pieces the puzzle to their own dilemma, as you will not advance if you don't keep pestering!  

Its so true I'm going through the same issue at the moment this is a fraudulent act that they have been doing and nothing has been done about it. I'm definitely filling a law suite against quickbooks. Stop  stealing peoples money quickbooks I'm going to broadcast this. You've mess with the wrong company. 

Another business I own was hacked and because my SS# is attached to it my other business' Merchant Account was shut down.  I am experiencing the same horrible process with 10's of thousands of dollars on hold.  I am actually speaking with my attorneys today and starting a class action lawsuit.  

The phone number to Risk Management is [removed]. 

I have been dealing with the same exact problem that this customers had. Your reply is just like QuickBooks services absolute crap. All I get is generic email telling me my money is on hold and what I could do about it. They suddenly stopped my merchant services didn’t tell me, and then gave me a vague excuse telling me it was a business decision. I had to go through Hell and Highwater to get my money from my customers and now they won’t even give it back to my customers at all. They just keep running me around in circles. Do I sue QuickBooks? I am very unhappy with the whole entire merchant system in QuickBooks. It is useless and the people that work there are equally as useless. I have over $5000 locked up for the last 2 1/2 months and nobody can get it back to me. They keep giving me escalation numbers after escalation number and then when they respond to me, it’s nothing but bovine excrement. I need somebody to give me a number , I can contact or I’m gonna go to a physical office and I will not leave until somebody gives me some real answers. 

I know this hasn't been an easy process for you, HandyMan.

Let me make it up to you by ensuring you'll get a detailed overview of your fund status.

I understand you've already contacted our Payments Support Team, but I would still recommend reaching out to them again. They have full access to your account and can review why your money is still on hold. They can also determine its cause to ensure it won't happen again.

Here's how to contact our support:

1. Go to the Help (?) icon at the top.
2. On the Assistant tab, click Talk to a human.
3. Enter your concern in the Type something field, then click the send icon.
4. Click on I still need a human.
5. Select Get help from a human.
6. You can either select Chat with us or Have us call you.

If you still need additional help, you can access the phone number in our Contact Payments article and then use it to call them.

Additionally, I've added these articles that'll help you check if a customer payment is on hold and what you can do during the review and determine its deposit speed:

• Why are my Funds on Hold?
• Find out when QuickBooks Payments Deposits Customer Payments

I appreciate your understanding on this matter. Please know that our payments expert is determined to get this resolved.

I am now experiencing issues.  I've used QB payments since Aug 22. Same customers and same payment methods pay every month.  Now today they are holding/in review 2 of my payments.  1 CC and 1 Ach. Says I will receive an email nothing.  Customer Service and Chat have no idea what is going on.  The only reason I am given why this happened is " Intuit is a low-risk processor who actively reviews all our their merchants through this process to get to know your business better. For example, this customer could not be who they are claiming to be"  Which makes no sense.  

Did anyone get their money back after providing the information?  How long did it take to receive your email advising you of the issue?

Hi there, @TLBB. I know how difficult this must be for you. I can see that you did everything you could to fix this. I'm here to provide some information about the hold payments.

I appreciate you sharing the details of your concern as well as the steps you've taken to resolve this. To verify if you've received an email about the resolution, let's check your email folders. Here's how:

1. Open your email.
2. Then, check your Spam or Junk folder.
3. If it’s there, move the email to your Inbox.

If you still can't see it, I highly recommend reaching out to our Payments support team again. I know that you previously contacted them, however, they are the only ones that can pull up your account in a secure place to further investigate why the payments are on hold. Please refer to the steps below:

1. Sign in to your QuickBooks Online company.
2. Next, select Help (?) and go to the Search tab.
3. Then, select Contact Us.
4. Enter your concern, then click Let's talk.
5. Choose Start a chat.

For additional reference, please check this article: Why are my funds on hold?.

Please know that you can always visit the Community if you have other QuickBooks concerns. I'm just around the corner to help. Have a good one, and keep safe. 

Divinia thank you for replying.  There is no email from Quickbooks in any folder.  I need direction and your chat support did not provide this information.  Only advised me to wait. 

Hi TLBB,

I appreciate you for getting back to us.

I'm here to ensure that your issue gets taken care of. With that, I'd suggest contacting our phone support experts so we can investigate why you didn't receive an email.

You can follow the steps shared by Divinamercy_N to get in touch with our agents.

Feel free to pin these articles for more information in determining funds on hold:

• Why are my Funds on Hold?
• Find out when QuickBooks Payments Deposits Customer Payments

I'm always around whenever you have concerns processing payments.

Merchant services is holding two ach deposits on us. I have called numerous times, done everything they have asked of me - waited for them to get back with me a number of times. I have reviewed a number of other customers with the same complaints making me believe that somehow this company is using the funds of their clients for some purpose. There must be something that they are getting from holding these monies back - interest? Can not get in touch with the actual risk management team to clear this up. Trying to figure out where to report this company to - may try to file at the attorney generals office.

I appreciate all your efforts in dealing with this ACH fund issue, BG64.

I can understand how frustrating it must be not to see the funds in your account as expected. Please be assured that we take this matter seriously and are working diligently to resolve the issue.

I recommend giving our Customer Support team another call to follow up on the case. They will be able to provide you with the most up-to-date information and help you navigate any next steps that may be needed.

In addition, check out the following articles below to learn about the most common ask questions with QuickBooks Payments:

• QuickBooks Payments FAQ
• Common questions about payments deposits in QuickBooks Online

We value your business and appreciate your patience as we work to resolve this matter. Please let us know if you have any further questions or concerns. Keep safe always.