Question

Withheld payments

Forum|Forum|6 years ago
May 7, 2020
19 replies
11 views

Hello just trying to clear up my withheld payments. They have been with held for almost a month. I'm just trying to figure out how to fix the situation. I have responded to all emails and have given them everything they asked for.

QuickBooks Payments (Merchant Services)

A

AileneA

Moderator

Thank you for reaching out to the Community. As much as I love to help you, Lgc137, but this is a public forum, and we don't have access to pull up your account for security purposes.

I will route you to the right Customer Support Team for further assistance. As they have the tools to pull up your account in a secure environment and answering any questions you may have.

Before doing so, please check out our support hours to ensure that we address your concerns on time. Here's how to connect with our Customer teams:

Sign in to your QuickBooks Online company.
Select Help (?) at the top right.
Select Contact Us.
Enter your concern, then select Let's talk.
Choose a way to connect with us:
- Start a chat with a support expert.
- Get a callback from the next available expert.
- Get the number so you can call us when it's convenient for you.

Just a heads up, we have limited staffing and have reduced our support hours to 6 AM-6 PM PT Monday-Friday due to COVID-19. We will resume normal hours as soon as possible.

Please know that you're always welcome to post if you have any other concerns. Wishing you and your business continued success. Take care!

M

member1

Mine is been two months.

Angelyn_T

Moderator

Thank you for bringing this to our attention, @member1.

I'll be happy to check this for you, however, I don't have the chance to do it here on the Community page for security reasons as mentioned by AileneA above. At this time, I encourage reaching out to our Merchant/Payments Support Team so they can check and review this further securely. Also, a representative can explain and take a look into the withheld amount further. For the support's contact information, check out this link and to go the QuickBooks Online with Payments & Merchant Service Center section: Contact Payments Support.

I'm adding our help articles just in case you need related links while working with QuickBooks or payments in the future.

You can always visit us here if you have any other concerns. I'm here to help. Wishing you a good one!

G

gabby24

We have transactions being withheld for over a month now. I've sent over all documents for the company. When will the funds be transferred into our bank account? Clients are still ordering and using the link in the email to pay their invoices.

IamjuViel

Level 8

Hello, @gabby24.

Let me route you to the best available support so we can securely check the status of your customer's payment, still showing withheld.

First, here the factors that affect the posting of your payments:

The time when you enter these transactions.
The financial institution to deposit the funds.
Bank policies for verifying and processing electronic deposits.

The approximate wait time for credit card payments to be transferred to your bank would take 5-7 banking days, while ACH deposits may take 7-10 business days. You can log in to your Merchant Services account to check your payment history. It keeps a complete record of your payment activity. Here's how:

Sign in to the Merchant Service Center.
Go to Activities & Reports.
Choose Deposits.
Set the date range in the Dates field.
Click Search.

If it shows Withheld or Batch Deposit Returned status for any issues with the customer payment. Just go to the drop-down arrow under the Fee column to review the details. If the payments were already deposited, you'd want to contact your bank for additional verification steps. Otherwise, you can contact our QuickBooks Payments Support. They can pull up your account in a secure environment, and check out the status of your customer's payment.

Also, you can visit this article: QuickBooks Payments or Online support - who should I contact for help? It lists different situations and will tell you which support team you need to contact.

Have other questions in mind? Post a comment below, and I'll be sure to get back to you.

D

Darlenewan1

I've spoken with 17 people regarding our transaction. The owner of the company, myself and our bank manager even had a 3 way call with Merchant Services and the money still hasn't been returned, it has been a month now and it still shows the same status as batch returned deposit but the money hasn't gone back to the customer either. This is no way to conduct business.

L

LTR

Our payments have been withheld since 10/28/2020. I have provided all the requested information over two weeks ago and yet I have no resolution or even an actual response except for an automated email. Our business is suffering because of this issue. I have called numerous times and I get pushed around everytime. I used to like QB, but now I think they have got too big for small business. All I want is for someone to actually look into this and resolve it. We know for fact that there is no issue with any of the payments they have withheld. The issue is that Intuit / Quickbooks don't have enough resources and they don't seem to care about the impact on their customers' business. As you can tell from the tone of my writing, I am frustrated. We have placed our trust in Quickbooks hands and they are unresponsive when we need them. Any suggestions or guidance is great ly appreciated.

Jen_D

Level 8

Thanks for letting us know about this, @LTR,

I want to make sure this Merchant funds deposit concern is addressed properly.

Account specific concerns related to money movement is mainly handled by our Live Support Team. We're currently unable to trace funds or check your Payments account in this public forum for security reasons.

To follow-up with your previous interaction about the withheld funds, you will need to contact our Payments Support again. I know you already called them but only they have the tools to review your past contact history with us and trace the funds for you. To contact us, click the following link: Contact Payments Support

Comment down below if you have other concerns. I'll be right here to help you with anything QuickBooks related. Have a nice day!

L

LTR

Thank you for your response. However, as mentioned in my request, I have contacted Payment support numerous times. I am looking for an executive or supervisor to look into this issue and either resolve the issue or let us know why we get no naswers.

L

ljdonor01

Why is my payment withheld??? How can I run a company if you take our money??? I have received no emails or phone calls and when I try to chat YOUR chat is offline... this is completely unfair please contact me immediately

M

MirriamM

QuickBooks Team

Hello there, ljdonor01. I can see the urgency of getting paid as soon as possible.

The system places deposits on hold to ensure nothing happens to it during processing. And there are several factors for this:

When your payment processing exceeds the established maximum dollar amount expected on your account.
When a transaction is processed after several authorization attempts and failures.
When certain transactions require verification of your business type to ensure it is compliant with the Intuit Acceptable Use Policy.
When our systems identify processing patterns that pose a risk to any of the parties involved: You, your customer, or Intuit.

Thus, we will review some information on your account to complete the deposit process. Usually, you'll receive the email in 2 business days. If it's taking longer than that, I recommend contacting our QuickBooks Payments team for further assistance.

To learn more information on handling deposits on hold, check out the below articles:

If you have any other questions about this matter, feel free to comment below. I'd be more than happy to answer it for you. Have a great day.

K

KellyC2

I applied for quickbooks payment and was approved almost 2 hours later, they then retract it a week letter with no explanation. I contacted Quickbooks and they said they weren't able to disclose why they cancelled our ability to receive credit card payments. The credit cards that have been processed are now withheld and we have no ability to obtain the funds. THIS IS BEYOND FRUSTRATING! I don't understand why they would approve the ability to make payments via credit card and then retract it. They should have never approved it in the first place. Now we have to call each customer that paid with credit card to dispute the charges on their end and ask them to repay us through a different channel. QB is really being difficult and made this process extremely difficult on us.

D

Downtown NYC

They have 20,000 of my money, I had to shutdown my business until I can get the funds. I agree with you, why did they take the cash if they had questions about the validity? They are liars and cheats, this is unscrupulous If not illegal .

I think a class action should be be filed and get all these prior victims some compensation

T

Tulsata

Let’s talk class action.

T

Tulsata

Class action here sounds like a good route.

P

PFJOC

Mine has been withheld for ten days and this is from the same customer and about the same amount of $. Can I reverse the transaction and use a different company (my bank)?

M

Mark_R

Moderator

Hi there, @savita-clearnexu.

Allow me to provide information on your concern and help you from there.

Reversing payment transactions should be performed to the company where it was processed. However, if you want to use a different company to reverse it, I'd suggest reaching out to our QuickBooks Payments Team. This way, they can look for an alternative way to get this resolved. To reach them, you can check out this article: Contact Payments Suppor t.

You want to learn how to check when QuickBooks deposits customer payments into your bank account. This article will provide you with detailed information: Find out when QuickBooks Payments deposits customer payments.

Please visit our Community forums again if you have other questions for QuickBooks Online. I'm always here to help, @savita-clearnexu.

K

Kama Industries LLC

I have spoken to so many representatives for the same concern and issues, no one can help or resolve this issue and I keep getting the run around! my quicbook payment has been on hold going on 2 months now and nothing the money is being withheld and with no reason

JessT

Moderator

Hi Kama Industries LLC,

I wish I could check your account from here to see your merchant information. However, we only have limited access in the Community.

I know you've been calling your Merchant team as well, but that's the only thing I can suggest for this matter since they have the tools to check everything for you.

If you have any other concerns, just let me know by commenting below.

K

Kama Industries LLC

The problem is I see on the other replies quickbooks assisting and getting the issue resolved, yet withy issue I have done everything quicbook has suggested to do and still nothing I need this looked into and helped. I don’t know who to speak to about this since no one from quickbooks has been able to resolve this issue and this isn't small money its $16,000 that is in the air and not being found or know why my finds are being held! it says its being withheld yet no email or anything in regards to this issue!I have even gone to resolution tab nothing even went t the merchant part nothing! I need someone to help me, its been over a month! going on 2 if this does not get resolved I will end my subscription with quickbooks and find another bookkeeping application

D

Downtown NYC

I basically had to [removed] to have them at least return the money to the client.
They should be sued. Why can’t one person just take care of one situation. Its infuriating.

S

snedwards13

Just curious as to whether you ever received the payments. We've been waiting since December 10th for three different batches to be funded - and it's now January 7th. I've called and spoken to the customer service reps at Intuit Merchant Services repeatedly for the last couple of weeks and always get the exact same answer - "the case is being escalated to the Risk Department for review - you should receive the payments within a couple of days." Those couple of days have now stretched into four full weeks, and still the batches are not funded. Starting to think we might have to obtain legal counsel to get the over $56,000 that is owed to us. Very disappointed with Intuit Quickbooks.

MichelleBh

Level 8

I know how painful the delay is, @snedwards13. I want to fix this issue as soon as possible.

I'm determined to improve your impression of our support. I'll ensure that your account receives the $56,000 at the earliest opportunity. This way, you can categorize the deposits.

I'm delighted to check the status of your escalated case and settle this as early as possible. However, I can't pull up an account since Community is a public forum. I know you've already contacted our support, but I still suggest reaching them again. Our experts can review your account again in a safe environment and help you from there.

If you have the case ID handy, please provide that to our agents to quickly see the details of the problem. Doing so does not need you to reiterate your concern. Ensure to contact them within business hours to ensure a swift response.

Additionally, QuickBooks sent an email about the hold funds. Be sure to follow the instructions to fix the issue. We ask for more information to complete our review. For more information, see this link: Why are my funds on hold?.

Discover these articles below about how deposits/fees are registered, check the payment status and other related topics;

Please let me know how the call goes, snedwards13. I'll make sure it gets handled right away. Keep safe.

S

snedwards13

Thank you Michelle, but I do not have yet another hour to waste again today. I just spoke with a rep yesterday. I have six different case ID numbers now - and those are just the ones that I've written down. I realize that you want to fix this issue as soon as possible - so did the many other customer service reps that I have spoken to but, again, they all come back with the same answer about the case being escalated. Nobody has ever been able to check the status of the escalated case, even when I provide all of the case numbers. They just create yet another Case ID number and tell me that it will be escalated. There is no "quickly see the details of the problem" as I've been reassured every time I call that we have done everything we were asked to do in the original email about the held funds. No other information has been requested and I feel like we're just stuck in a cycle with no end in sight. Every time I call, I spend a minimum of 40-60 minutes on the phone and again, I just don't have the time/patience to go through it all over again today. I've noticed there are quite a few people who have posted about this particular topic, but nobody has ever come back and said they finally received their funds. Just wondered whether anyone ever does.

Show more replies

Sign up

Login with SSO

Let's get you signed in

Login with SSO

Scanning file for viruses.

This file cannot be downloaded