What's up with withholding payments???

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@T-P-M-S-LLC wrote: My Lowes Life

Something crazy and unexpected has happened!!! I have been using QuickBooks/Intuit for 3 years now for processing credit card payments. About $150k per year to be exact. I have NEVER EVER had a problem processing payments until now. Recently, I ran a payment that wasn't showing up for "Instant Payment". I found that odd. Then I went to run another payment and that payment was held too. I keep getting the runaround. Nobody seems to know why this is happening. Meanwhile.... I am out $700 and I have several more payments I need to one. I keep getting messages to "check my email" but nothing is there. I have even checked SPAM and TRASH... NADA!!! Then they tell me to check the "resolution center" and the resolution center says I have no open case. What am I to do??? I pay a king's ransom to Intuit for their services and fees. Is it time for me to move on???

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May be it was an server issue, if you are using browser try in Incognito Mode.

No, sorry, I wish it were that simple. This is an "Intuit" issue, not a technical issue.

Welcome back to the Community, T-P-M-S-LLC. I can share some information about why payments are sometimes withheld for review.
 

If this is the first set of transactions you've processed through a QuickBooks Payments account, your funds will be held for five business days. This includes any other batches you submit during these timeframes. If Intuit is in need of anything during or after this review, you'll receive an email. I'd recommend keeping an eye on your inbox for any communications about funds on hold reviews.
 
There's also the normal timeframe associated with obtaining money from a customer, then sending that deposit to your bank. When you process a card, it will approve or decline right away. If one is approved and there's no reason for it to be under review, funds will be forwarded to your bank once its batch closes.
 

An ACH payment can take up to five business days to receive from your customer's financial institution. Just like with a card, Intuit will send a deposit to your bank once the funds have been successfully received. If it declines for any reason, you'll receive a check writer return notification about the reject code from your customer's bank.
 

If a batch is processed before 3 PM PT, the money will be sent to your bank that same day. If transactions are processed after that time, they'll be deposited with the next day's batch. Once the funds have been sent to your financial institution, normally you'll see them within two to three business days. If a reject occurs, our deposit attempt will be returned and you'll be notified by email of what's taken place and how to fix it.
 

To confirm why your funds are on hold, you can also get in touch with our Customer Care team. They'll be able to pull up the account in a secure environment, conduct further research, and go over why they're under review and what options you have.
 
Here's a few helpful resources which provide further information about processing transactions, funding time frames, and funds on hold reviews:

• How long does it take for funds to reach my bank account?
• Fix rejected ACH payments
• Why are my funds on hold
• Understanding Payment Holds
• What to do if customer payments are on hold

I'll be here to assist if there's any questions. Have a lovely day!

As I stated above... I have been using QuickBooks/Intuit for 3 years now for processing credit card payments. About $150k per year to be exact. I have NEVER EVER had a problem processing payments until now.

Nobody from Intuit is giving me a straight answer. It's getting frustrating and bothersome. I have bills to pay and it doesn't help me to see my hard earned money tied up for no reason.

I'm in the same position.  I've been occasionally using Instant Deposit for about a year and now I have not had an instant deposit option since Jan. 26th.  My deposits all process normally but was looking to process a couple of Instant Deposits lately and there is no option.  I've updated, uninstalled, re-installed and nothing.  Even the tech support in the chat said that she can see the payments available for instant deposit on their side but it still is not populating on my end as an option.

Hi there, @ejevans72.

 I appreciate you joining this conversation and sharing the complete details of your concern. Allow me to jump in and help make sure you can use the Instant Deposit option in QuickBooks Online (QBO).

Since you're still unable to see the Instant Deposit option after performing those troubleshooting steps, I suggest contacting our Merchant Support team again so they can create a ticket and forward it to our product engineers for further investigation.

You can refer to this article for the detailed steps to reach them: Contact Payments or Point of Sale Support.

To learn more about managing Instant Deposits in QBO, kindly check out this link: Get instant deposits in QuickBooks Online.

For tips and other resources, I recommend visiting our website for future reference: Self-help articles.

I'm only a post away if you have additional questions about Instant Deposits or anything else QuickBooks. I want to make sure everything is taken care of for you. Take care always.

As of today, I have 3900 being withheld and delayed. They tell me it is a risk assessment review, that I changed my debit card and cell number, which I have this year, but months apart. I think Intuit has some theft issues or some internal money issue of that nature. This is aberrant behavior and I have been in business 30 years. I would sell this stock until clarity emerges in the next couple of quarterly reports. 

Join the club! Intuit's customer service stinks!

We received some ACH payments from a customer two weeks ago, and they were flagged for review. We have provided all of the information requested in the Resolutions Center, and we are getting the runaround from Intuit support. Yesterday I spent 9 hours tethered to my desk using phone support and chat support only to get numerous conflicting answers ranging from "your money will be in your account tomorrow morning" to "it's still under review and support will let you know if they need any additional information" to "the funds have been approved for release, but it will be 'some weeks' until the money is available in your account."

This is entirely unacceptable! How can a business expect to operate when this amount of money is being withheld without reason or explanation and without any apparent recourse for resolving the situation?

WE WILL NEVER PROCESS ANOTHER PAYMENT VIA INTUIT. This has been one of the worst customer service experiences I have ever encountered. One can't help but wonder whether this obfuscation is intentional...?

I currently have a payment in review, as well. It's a large AMEX payment from my client for furnishings we must order asap for a specific delivery and installation window. Seems like if AMEX didn't have a problem with it, QB shouldn't. Just this initial two day delay is already interfering because my invoice was paid on Friday, so I've yet to receive the funds to order their items. If they delay beyond the 2 business day period (7/20), which actually that would be the 4th business day from my payment, they will have caused a huge problem with completing a project on time, and I too will consider legal advice. It wouldn't surprise me if a class action is in the works. Seems like these days, companies respond sooner when things like this go viral. I'd think that could be an option, too. I agree that our businesses, Quickbooks' customers, should NOT be the ones impacted by this, and if they need to verify funds, it needs to be done with the payer in an instant method - I get immediate two factor authentications and fraud warning notifications from my banks when my approval is needed, and when I am logging into QB, yet we'll only receive updates for them holding our money via email? Wonder how much interest that adds up to for them during these self initiated "delays" - Quickbooks needs to resolve this archaic, inconvenient, and discriminatory policy they inappropriately label as protecting all parties. How about keeping the parties who pay for your service by protecting their business relations they are supposed to entrust QB with? I know one they are less than 2 business days from losing. Their rep told me that my checking account needs to support the funds from the incoming payment - so, I understood that as if my recent (6 months requested) transaction history doesn't reflect a high enough balance for them to release a larger than usual payment, they won't? Isn't that the whole point of INVOICING and receiving PAYMENTS quickbooks? The more I type, the more I am considering finding another accounting resource. This policy is absurd. They aren't protecting us - that's been proven capable by other immediate methods. Something else is going on and it can't continue to refuse delivery for days with money that is not theirs while they "review" and prevent our businesses from operating in the meantime. That's not "protection", it's interference. 

I hear your sentiments, @wrd2018.

Thank you for bringing this matter to our attention. I understand how you feel about this payment processing concern.

I completely recognize the importance of having faster payment processing of your invoices in QuickBooks Online. Rest assured, your request reaches our product engineers so they can take a look and consider adding this option in the future.

I'm also encouraging you to do the same by presenting your suggestions directly to them. Here's how:

1. Go to the Gear icon at the top.
2. Select Feedback.
3. Enter your comments or product suggestions.
4. Click Next.
   

I truly appreciate your effort in sharing this feedback with us and for your patience. Also, if you haven't reached out yet to support regarding the status of the payments, I would suggest doing so by calling the Payments support team.

See this article for the steps: Contact Payments or Point of Sale Support. Their hours of operation are also in this article, so you'll know there's always an available support representative when you contact them.

If there's anything else that I can help you with, please let me know in the comment section down below. I'm always around to help. Take care!

Hi there could you update us with what happen I’m having the same issue with them holding my money under review.

Hello again, JeffTx. I can see how hassle it is when payments are on hold. 

The deposit on hold usually means we need to review the payment. It happens when the system recognizes a large amount and needs to verify the funds on your account.

When the payment is on hold, you'll get an email at the email address you use to sign in to the Merchant Service Center. It will give you specific steps to fix any issues. Usually, we ask for more info so we can complete our review. 

If you've submitted the information needed, we can usually complete our review within 2 business days.

In this case, I'd suggest reaching out to our Customer Care Team. This way, you'll be able to speak with our representative and determine the reason why the fund hasn't deposited yet.

1. Go to Help.
2. Select Contact Us.
3. Enter Customer's deposits are on hold in the What can we help you with? field.
4. Click Continue.
5. Choose a channel where you wish to connect with our dedicated support.

To know more about the possible reasons why funds are getting on hold, you can also check out these articles:

• Understanding Payment Holds
• Managing and Avoiding Payment Holds
• Why are my funds on hold?

Please let me know how else I can help you with your payments and other transactions. I'm always here to help. Have a good one!

It's time for a class action lawsuit.  What is going on has to be criminal.  I'm so sick of the run around from customer service and they act like they've never heard of this happening before.  Does anyone know-how we can group together and hold QB responsible for their part in causing serious problems with the financial stability of our small businesses? It seems they have us over a barrel with no recourse.  I feel helpless trying to collect my money.  It's eating me up inside knowing that my company's money is sitting in their bank collecting interest for them while I am unable to make payroll, pay insurance needed for my business and I can't even pay my space rent.  How are they getting away with this this?  I've just read a couple dozen complaints of the same nature and I have a feeling that's just a drop in the bucket.

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The last customer service rep I spoke to was Nashali and her QB Payments bank supervisor was Ella.

Apparently, they lied to me about expediting my case which shouldn't have ever become a case in the first place.  What a company full of crooks and liars.  And yes, I'm very pissed! The ones who are making this happen have a date with Karma.  I only wish i could be there when they meet her.

Do you have an update on your situation? What was the end result? How long did the withheld funds take to come into your account? 

@STHomes   I have seen threads where people have had the money within a few days of posting on here, and others where they have had to wait MONTHS, to only have to collect it from their state.  

Intuit/ QB is running quite the scam, and it's customers are allowing it by sitting idly by and not filing the proper complaints, or moving to a more honest and trustworthy way to take payments.  

If they are holding your money, file complaints with the BBB, FTC, and your states Attorney General.  

The scam and dishonesty needs to be put to a stop!!  

Hi STHomes,

I'm here to answer your query about your withheld funds.

Once your funds are on hold, you'll receive an email that indicates the steps to fix the issue. Once you've provided all the needed documents, we can usually complete our review within 24-48 hours. Afterward, we can finish processing the payment.

Just make sure to check the Resolution Center and ensure you answer all document requests and questions from our team.

If it's beyond the given period, you may reach out to our Merchant experts to follow up on the funds.

I've also added this article for future reference in avoiding payment holds: Managing and Avoiding Payment Holds.

You can always post in the forum whenever you have payment concerns.

google search this and look at the community comments, this has been going on for years. QB uses Greendot bank, file complaints with BBB, federal reserve banking commission for Utah, join the FB group, state attorney general, etc. Many many people do not get their money back for years! call eight six six, six five two, four six one one, option 1, extension one two six nine and email complaintsupprt at greendotcorp.com

Google search this and look at the community comments, this has been going on for years. QB uses Greendot bank, file complaints with BBB, federal reserve banking commission for Utah, join the FB group, state attorney general, etc. Many many people do not get their money back for years! call eight six six, six five two, four six one one, option 1, extension one two six nine and email complaintsupprt at greendotcorp.com. Hopefully it will get resolved. 

Google search this and look at the community comments, this has been going on for years. QB uses Greendot bank, file complaints with BBB, federal reserve banking commission for Utah, join the FB group, state attorney general, etc. Many many people do not get their money back for years! call eight six six, six five two, four six one one, option 1, extension one two six nine and email complaintsupprt at greendotcorp.com. Looks like there would be a lot of people interested in a class action suit.