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Lgc137
Level 1

Withheld payments

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. 

72 Comments 72
AileneA
QuickBooks Team

Withheld payments

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:   

  

 

  1. Sign in to your QuickBooks Online company.
  2. Select Help (?) at the top right.
  3. Select Contact Us.
  4. Enter your concern, then select Let's talk.
  5. 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!

member1
Level 1

Withheld payments

Mine is been two months.

Angelyn_T
QuickBooks Team

Withheld payments

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!

gabby24
Level 1

Withheld payments

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
QuickBooks Team

Withheld payments

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:

  1. Sign in to the Merchant Service Center.
  2. Go to Activities & Reports.
  3. Choose Deposits.
  4. Set the date range in the Dates field.
  5. 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. 

LTR
Level 2

Withheld payments

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
Moderator

Withheld payments

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!

LTR
Level 2

Withheld payments

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.

IamjuViel
QuickBooks Team

Withheld payments

I understand the impact of any delay in releasing your customer's funds, @LTR.

 

There would be a need for us to look up your account in a secured environment and verify the status of your customer' payments. Let me guide you in contacting our Merchants Support Team and request for a manager to further assist you. Here's how to contact us:

  1. Visit: https://community.intuit.com/browse/payments-contact-us.
  2. Choose the specific Merchants Service product you're using.

I've added these articles to learn more about how you can take and process payments in QuickBooks:

Don’t hesitate to reach out to me if you need help with QuickBooks. I’ll be glad to assist further. Have a good one.

PS LLC
Level 1

Withheld payments

We are having the same issues. Contacted via chat and received "You're new, etc etc. We can't help you and should only be about 5 business days." So good business practice would be to verify PRIOR to the first couple of payments taken. I have now shut it off and will be cancelling once I receive the monies. I can't pay staff from the event. Total cluster and extremely unwilling to help. Will be going back to PayPal or BofA

Withheld credit card payment
Level 1

Withheld payments

I’m trying to get paid for invoice 1007 customer Randy Van Otten credit card buyer William Kellogg for the amount of $3144.27 please let me know how I can get this paid out as the customers already received their product or service thank you

Jen_D
Moderator

Withheld payments

I appreciate your time joining this discussion, @Withheld credit card payment,

 

I want to make sure I have the information about the problem you're getting so I can provide a precise solution for you. Please share more information on what happened to the sale and what error did you get in the comment below.

 

If you are using QuickBooks Payments and didn't receive the payment from a customer, I would recommend reaching out to our Live Support Team. We're currently unable to trace funds or check your Payments account in this public forum for security reasons.

 

One of our representatives will help trace the funds for you. To contact us, click the following link: Contact Payments Support.

 

I'll be waiting for your response on this so I can help you further. Have a good one!

ChristopherFromTexas
Level 2

Withheld payments

I agree. They started withholding on one of our accounts and given all that our small businesses is going through, its really hurting. For a company that takes over $50,000 a year in CC fees from us, not counting subscription fees also, its amazing that they are doing this. Whats even more is that it is impossible to get ahold of any one on the phone, or on chat... I have not even been able to talk to anyone from intuit for 3 days. 

I've used Intuit QB across 3 businesses for 7 years, and used Intuit Turbo Tax personally for 9 years. 
Their inability to assist in a timely manner is about the last straw for us... 

AthensTek
Level 2

Withheld payments

We are right there with you Christopher From Texas..

 

We recently experienced three consecutive "Withheld payments" over the last two weeks. I was able to provide all the supporting documentation for the first two holds and they released the funds days later. Then comes the third hold. This hold really hurt our business as the amount was considerable large. This payment was needed to cover payroll for the week. Naturally, the hold still exists after a week. I also provided the required documentation to get this hold released. 

 

After reviewing this particular forum and others, this is a practice that appears to be common for Intuit Quickbooks Processing. Even though my review of this transaction shows approved when I look at my managed account, apparently, it was not approved according to someone reviewing this transaction.

 

After the first hold, I was told this was automated and the system flags accounts for review periodically. Well, they lied. What are the odds of the System flagging three consecutive card payments for review in a very short period of time?

 

Well, we are also fed up. No customer service. No good explanations. Lies and financial practices that need to be reported. We are in the process of closing all of our services with Intuit and Quickbooks. After 10 years of using QB and Intuit products, the only response from the last contact we had trying to resolve this issue was "Sorry to see you go." Well, we are not sorry to go! To many other options out there to put up with unscrupulous practices...

Mark_R
QuickBooks Team

Withheld payments

Welcome to the Community, @AthensTek.

 

This isn't the kind of service we want you to experience, and I'd like to make it up with you.

 

We know that the delays in depositing the payments to your bank account are painful, especially when you need the funds. But we're obligated to protect the interests of all parties involved in the payment process. You can refer to your merchant service agreement for more information.

 

Usually, Intuit will hold the funds for about 3 - 5 business days and then move them to your bank account. However, if it's beyond the time frame, I'd highly suggest reaching out to our QuickBooks Payments Team. I understand that you've already contacted them before, but they're the best support group that can handle issues like this. They have the tools that can trace the funds and make further actions to move them into your bank account.

 

You might want to learn more about when QuickBooks deposits customer payments into your bank account. Here's an article you can read for more details: Find out when QuickBooks Payments deposits customer payments.

 

Thank you for your loyalty to QuickBooks, @AthensTek. And I hope you can still extend your patience as we're working this out for you.

ljdonor01
Level 1

Withheld payments

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 

MirriamM
Moderator

Withheld payments

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. 

KellyC2
Level 2

Withheld payments

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.

Downtown NYC
Level 3

Withheld payments

A [removed] MEN

Downtown NYC
Level 3

Withheld payments

they are holding 20,000 from us, we have to go on unemployment this week.  Why can't someone get on the phone and take care of it?

Downtown NYC
Level 3

Withheld payments

They are floating 20K of my money for over a week now, with no end in site, I'm on a new 48 ho


@PS LLC wrote:

We are having the same issues. Contacted via chat and received "You're new, etc etc. We can't help you and should only be about 5 business days." So good business practice would be to verify PRIOR to the first couple of payments taken. I have now shut it off and will be cancelling once I receive the monies. I can't pay staff from the event. Total cluster and extremely unwilling to help. Will be going back to PayPal or BofA



ur hold.  To your point why didn't they do a better Job verifying my account before taking $20,000 cash from my client!

Downtown NYC
Level 3

Withheld payments

[removed]

Downtown NYC
Level 3

Withheld payments

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

Tulsata
Level 1

Withheld payments

Let’s talk class action. 

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