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jackieweiss
Level 1

Tomorrow I will be drafting a letter to our Congressional rep and the SBA. QB Merchant Srvcs has withheld an incoming credit card payment since 12/17 and no one can help.

I have spent literally hours on the phone with QB reps, as has the president of the company.
7 Comments 7
Kristine Mae
Moderator

Tomorrow I will be drafting a letter to our Congressional rep and the SBA. QB Merchant Srvcs has withheld an incoming credit card payment since 12/17 and no one can help.

We want to resolve this as much as you do, Jackieweiss.

 

There are a few reasons why a payment is on hold. I will share them with you:

  • The payment processing exceeds the established maximum dollar amount expected on your account.
  • The transaction is processed after several attempts and failures.
  • If certain transactions require verification on your business type to ensure it's compliant with Intuit's Acceptable Use Policy.
  • If our system detects processing patterns that pose any risks to the parties involved: You, your client, or Intuit.

Once funds are on hold, we attempt to contact you through your phone, and you'll receive an email with the instructions on what we need to complete our review. We still have to complete our review before we deposit the money into your account. 

 

I know you've contacted us already. However, I still suggest reaching out to our customer care support again. They can check your account and provide an update with the fund. 

 

I'll also include this article to guide you better: Understanding Payment Holds.

 

Don't hesitate to visit the Community if you have other concerns. We're just one post away. Keep safe!

jackieweiss
Level 1

Tomorrow I will be drafting a letter to our Congressional rep and the SBA. QB Merchant Srvcs has withheld an incoming credit card payment since 12/17 and no one can help.

Thanks for your reply, Kristine. I have collectively spent around 4 hours on three separate occasions on the phone and on chat conversations with your customer care representatives. During the last conversation, on Monday, Jan 5, I was assured that the payment was batched to be released and would appear in my account with no further action required on our part, within 3 - 6 days. Today is day 8 and the funds are still nowhere to  be found. We are a lean business and do not have the bandwidth to spend hours on the phone with your organization to get our money released. I will be escalating this today. If you could have a member of your organization call me directly to resolve, I would be grateful. My phone # is available in our account and starts with the area code 917.

Debbie-111
Level 2

Tomorrow I will be drafting a letter to our Congressional rep and the SBA. QB Merchant Srvcs has withheld an incoming credit card payment since 12/17 and no one can help.

I’ve also been trying to get help with charges on my GoPayment account and I keep getting sent back to sign in and when I try to call the auto attendant doesn’t recognize my phone number and hangs up on me!

Adrian_A
Moderator

Tomorrow I will be drafting a letter to our Congressional rep and the SBA. QB Merchant Srvcs has withheld an incoming credit card payment since 12/17 and no one can help.

Hi there, Debbie-111.

 

It seems that this is a duplicate post. I've already posted my response on this. You can view it through this link: https://quickbooks.intuit.com/learn-support/en-us/payments/re-what-s-the-best-credit-card-reader-to-....

 

Feel free to mention my name if there's anything that I can help. Keep safe!

Monsoon100
Level 1

Tomorrow I will be drafting a letter to our Congressional rep and the SBA. QB Merchant Srvcs has withheld an incoming credit card payment since 12/17 and no one can help.

We had a chargeback of 1908.00 on 10/01/2021. The chargeback was returned in our favor on 10/11/2021 and Intuit has not returned the money to us as of yet on 1/6/2021. The fact that they are running a merchant services company with no account managers is disturbing considering the amount of money they collect for said service. I have been assured as of this morning that I will receive my money within 48 hours. This took 4 phone calls to QuickBooks customer support. NOT MERCHANT SERVICES SUPPORT all for an hour or more and never being able to talk to anyone from the said merchant services department.

Quickbooks support is company-wide customer service with almost no access to our merchant services. We will be switching to someone who can actually protect us from a bad customer not give us the run-around.

The worst part of all of this was we just wrote this 1908.00 off as a loss until we received an email from the customer's cc company wondering why we had not refunded the 1220 dollar refund due to them instead of the 1908.00 dollars they ruled in my favor. The lengthy explanation provided in this thread does nothing for the lack of customer service other than providing the information we already know as merchants and leads to even worse customer support issues.

 

 

Monsoon100
Level 1

Tomorrow I will be drafting a letter to our Congressional rep and the SBA. QB Merchant Srvcs has withheld an incoming credit card payment since 12/17 and no one can help.

Customer Care Support is not your merchant services contact. You literally have no merchant services team support.

Fiat Lux - ASIA
Level 15

Tomorrow I will be drafting a letter to our Congressional rep and the SBA. QB Merchant Srvcs has withheld an incoming credit card payment since 12/17 and no one can help.

@Monsoon100 

You should consider switching to another payment processor to integrate with your QBO. 

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