Did anyone receive an email about prices for ACH increasing Jan 1 for long time customers?

Hey there, @liz130. 

Welcome to the Community! 

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I didn’t receive an email at the end of the year 2023 saying there would no longer be a max fee for my type of subscription.  90 minutes on with customer service and they claim an email was sent but cannot however provide the email to me.  My husband also has a quickbooks account and also received no email.  Colleagues of ours at other companies also received no such email and their max has remained $15.  But for some reason mine has changed and customer service can not tell me why.  I did received an email in August 2023 (so did my husband and everyone else I know with quickbooks saying:  "ACH fees: For QuickBooks Payments accounts opened on or after September 6, we will no longer cap the fees charged for ACH transactions. For existing accounts like yours, we’re increasing the cap on ACH fees from $10 to $15.”  This clearly states that for accounts line mine the cap would be $15…yet this is not how quickbooks is currently charging me.  I was told I would have to deal with the fees for 3 consecutive months and have ACH transactions of $10,000 each month resulting in over $300 in fees in order to then be able to call quickbooks and request a “rate reduction” which would hold for a year.  So quickbooks suggestion for a small business is to pay an extra $300 yearly for a possible rate reduction for the next 9 months?  This is clearly a mistake on quickbooks end and I would appreciate someone changing my account back to the capped $15 immediately.  Quickbooks cannot just change a price and fee to it's clients without notifying me.  I have been a customer for at least 7 years.  

This is the email I am referring to that I forgot to post in the last strand of my post. 

How can QB change my fee to no cap of $15 when the email I received clearly states that as a member before September 6, 2023, my rate for ACH will have a cap of $15????  See highlighted sections in attachment.  

Good morning, @liz130. 

Thanks for reaching back out with additional information.

With the details you gave, I recommend contacting our Customer Support Team for further assistance. 

Since this is a public platform, I'm unable to bring up your account and go over additional information with you that could help you get a better understanding of why this is increasing for you and your business. However, our support team would be more than happy to review your account with you. 

Here's how: 

1. Go to the Help ? icon in the top right-hand corner. 
2. Press the Contact Us button. 
3. Enter your question and tap Let's talk. 
4. Scroll down and choose to Get a callback. 

Please feel free to come back and let us know how that call goes. I want to ensure you get a detailed explanation on why this was changed. Have a wonderful day!