How do you escalate an issue that has not been fixed after 10 phone calls and 5 hours on the phone with customer service?

Hi there, LBW8.

Let me help fix the issue about transferring funds from credit card payments to your bank before we proceed to the escalation process. Are you expecting to receive payments and it's not yet showing up on your bank account?

If so, if you're using QuickBooks Payments, we deposit your funds within five business days after your first payment. Your first deposits take a bit longer while we set up your merchant account. 

After we're done, your payments will deposit quicker, typically within two business days. To learn how bank transfer deposits work, see this page: Find out when QuickBooks Payments deposits customer payments.

If payments are taking longer than usual, the payment may be on hold. You can use this article for the specific steps to fix any issues: Why are my funds on hold? 

Get back to me if you have follow-up questions by commenting below. I'm always right here to help you.

The problem started 3 months ago when we tried to make 2 refunds to a customer who paid with a credit card. QuickBooks apparently can't differentiate between a depository account and a disbursement account in a zero balance account setup. Just so you know, depository accounts are restricted to accepting deposits only. You cannot make a payment from a depository account EVER. Both bank accounts are on file for our account. After about 2 hours on the phone my boss had to also call and after another 2 hours paid intuit $1313 to cover the customer refund by putting it on our company credit card. However, it is still showing as follows:

That issue is causing our incoming payments to stay in QB limbo and not be sent to our bank account. This is copied from our deposits screen:

I appreciate all the details you're sharing in this thread to help us understand the situation, LBW8.

We'd really want to have this sorted out. I can also see that you have been in contact with our customer support for QuickBooks Payments about this issue. Because of this, I've forwarded your post to our Risk Department for them to check what options we have to receive the deposit.

According to them, you need to update your bank details by changing your account and routing number in the Resolution Center. Please click the link in the email that they sent you to go to that page. 

You will also need to upload a bank letter with the following information:

• Be on bank letterhead.
• Clearly state the stop payment is resolved
• State that the account is open and available for both ACH debits and credits.
• Include your bank account number and the routing number.
• Merchant Account Number.
• Include a telephone number for a bank representative.
• Be signed and dated by a bank representative.

After saving the changes, please contact our QuickBooks Payments once again so they can initiate the transaction once again. Here's an article that provides their contact details: Contact Payments or Point of Sale Support.

Feel free to reply to this thread again if you have other questions for us. We're always here to help you make sure everything is taken care of.

This is where we were 3 months ago when we tried to do a refund. I feel like you are not understanding what I am explaining to you.

The bank information is correct. I have tried re-entering the routing number and bank account number and saving it. I have done this twice to see if it would trigger anything to repair the situation. It did not work. 

There was NEVER a Stop Payment. You tried to take the refund from a Depository Account.

If you are unable to accommodate zero balance sweep account setups, you should make that clear from the onset. When we did the refund to our customer's credit card back in June, there should have been a warning that it will not work or it should be set up so we could select which account to take the funds from. 

We paid the combined refunds, $1,313.00 from a credit card account on August 5, 2022. Please explain to me how you accounted for that. It seems to me that the two failed refunds, that are still showing up, should have been zeroed out and cleared at that time.

Please show me the journal entries from the $1,313.00 payment we made to you. I do not see that in our audit log.

Thanks for getting back with the Community, LBW8. I appreciate your screenshot.

When a hold is placed on a QuickBooks Payments account, communications about what caused it are sent to your email address on file. These emails also detail what options there are and how to begin taking action to fix the issue.

If it was in relation to a bank reject (insufficient funds, invalid account number, stop payment, etc.), after correcting the issue you'll generally need to get in touch with our Customer Care team to notify Intuit that you've corrected it. This enables agents to initiate the lift of a hold on an account if all requirements have been met. If there's still something Intuit's in need of, the agent you're working with will be able to help you identify what you need to do to get things moving forward.

As JenoP mentioned, one way of notifying Intuit that you've corrected a reject-type issue is by clicking the link in your email to upload a signed bank letter, including each of the required details listed in JenoP's post.

You can also get in touch with them while signed in.

Here's how:

1. Use the Help (?) icon.
   
2. Click Contact Us.
   
3. Enter a description of your situation in the What can we help you with? field, then hit Let's talk.
   
4. Select Start messaging or Get a call.
   

They'll be able to pull up your account in a secure environment, conduct further research with you, and help get the situation moving forward.

Be sure to review their support hours so you'll know when agents are available.

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

This issue started in June when we tried to refund a customer who paid by Credit Card. We were unable to get it resolved then and ended up reimbursing QuickBooks/Intuit $1,313.00 August 5th for the refund by charging it to our company credit card. I see no evidence that our payment was applied. If we get a bank letter, I fear that you will again take the $1,313. 00, which has already been paid, and we will spend more months to get that resolved.

When I go to the screen that shows "Deposits from QuickBooks" the June refund shows as "Deposit failed" and the July refund shows as "Deposit on hold". Please correct this.

Please reverse or zero out those 2 transactions, they have been paid. I have the receipt from QuickBooks for the payment and it is not reflected on our account.

After this is resolved we can move forward with a bank letter. 

I can see how difficult this has been, @LBW8. Things are tough right now, but I'm here to provide additional assistance and details about your payment refund issue. 

I appreciate you sharing detailed information about your concern. We noticed that you are currently in contact with one of the members of our resolutions team. We highly recommend continuing that communication as they are committed to helping get this resolved. 

On the other hand, you can also submit a formal complaint to our OOP site regarding this issue. 

Thanks for your patience while we get this fix. Please know that you can always post any of your QuickBooks concerns here in the Community. I'm always around to lend a hand. Have a good one and take care.