Where do I file a formal complaint?

Hi there, Kirsten White.

Thank you for sharing your experiences. I would feel the same if I did not receive the support I deserve, and still, my issue isn't fixed.

We'd like to have someone review your case and we may reach out if we have additional clarity on your account. 

Thanks again for letting us know. If you have any other concerns, please don't hesitate to drop a comment below.

@Kirsten White   Sadly, a LOT of people are going through the same thing that you currently are.  If you search the community, you will find SOOOOO many threads talking about how QB is holding their money.  And sadly, they aren't getting it released.  

It seems QB is holding it for approx 120 day, or so, and telling you after that long, you can collect it from your state.  It's all very frustrating, dishonest, and criminal, if you ask me.  

I would suggest filing complaints with the FTC and BBB.  QB itself, doesn't pay attention to complaints at all.  Maybe if enough people complain and file with those other places, something will be done.  

Good luck.  

@Kirsten White 

For your reference

https:// quickbooks.intuit.com/learn-support/en-us/payments/withheld-payments-solved-read/00/1124222

Thank you for this information. I honestly had no idea they could do something like this. I will certainly be following up with both the FTC and the BBB! 

I actually went to social media with my issue last night and got an almost immediate response from Quickbooks Support. Within minutes, the representative in the Facebook chat gave me more information regarding my account than I received during HOURS of phone calls to the payments center and involved "supervisors". Pretty sad when the best service I receive is after the company receives negative attention...

They are initiating a review of my Merchant Account, I was told they are sending my case back for a review, where the underwriter will "re-link" the bank account and release my funds. I was told this process could take 2-3 business days. I have this entire conversation in PDF format and saved it to my computer for future use. 

Fingers crossed I receive some results this time. I will keep this thread updated as I work through this in hopes it can help someone else going through this mess!

***UPDATE***

Still no resolution. 

I filed complaints with the Better Business Bureau and the Federal Trade Commission. I received a call on Friday at 3 pm from Sonia with the Office of the President of Intuit regarding my complaint with the BBB. She assured me I would receive a call within "4 business hours" from an associate in the payments department that had the authority to release my funds—2 pm on Monday. Still NO CALL. 

As if this wasn't shady enough, my Quickbooks Online account is now DEACTIVATED with no notice or email whatsoever. I can no longer access my finances, personal information, or customer's information. 

I think an attorney is needed now. I was reading about a law firm that has sued Quickbooks. Calling today!

I am not sure where to file a formal complaint, but this was the only site I found.  I have had the utmost horrible experience with QB.  I asked for Desktop in January 2025 and I explained that I use basic checkbook only- I was sold Enterprise which is too much product for me and too expensive, but I have not been able to find anyone to assist me.  I have been charged miscellaneous charges these last 5 months and when I call to find out what they are no one can help me, telling me to contact credit card company.  Today I was told my account was suspended.  I was on phone again for hours- QB decided to enroll me in payroll and Online which I have never used, never needed and never authorized.  I spoke with Tasha that was going to credit all the incorrect fees and cancel any online products- 15 minutes later I was emailed that you charged me 915.48 for online services!  I do not appreciate QB unilaterally locking me out of my account and charging me for whatever products they want and whatever amounts they want.  I did not give my authorization to do this and I would like someone to reach out to me to explain why this is happening.  You are supposed to be this amazing company with amazing support and it is just not so.

@MRD2   Sadly, QB is nothing short of a bunch of criminals.  They quite enjoy taking peoples money and NOT returning it, for numerous reasons.  There is no where within QB to file a complaint.  All you can do is file with the BBB and your state's attorney general. 

Also, to try and hopefully get a refund, you have to contact QB.  No one here in the community has access to your account, and you don't want them to.  They are dishonest, sketchy people.  

Good luck.  

@MRD2 

Were you using QB Desktop Pro or Premier before being forced to upgrade to Enterprise?

I have experienced a similar issue for the last 90 days with a $4K payment via debit card for service provided for a customer. Intuit refuses to release it.  I asked them over 90 days ago to refunded the customer so she can pay all they do is lie and make excuses.  Customer services agents outright lie!!!Seems like this is all a calculated strategy to hold back payment distribution and use Our money as loans without paying interest!!! They steal money that is owed to business owners.  Filling complaint with CA State attorney general.