I have a customer that made a payment with their Chase Visa card back in September. We still have not received the money from Chase. Intuit is not offering any assistance

Welcome back to the QuickBooks Community, dougntina. Allow me to provide information about the funding time for the customer's payment. I'll also ensure you'll be able to get the customer's payment.

If you're new to QuickBooks Payments, your ACH payments will take a bit longer during your first month. You'll get your payments within 5 days for the first 1 to 4 weeks while we set up your merchant account. Once everything is set, we'll deposit customer payments much faster, typically within two business days.

If this isn't your first time processing payments using a QuickBooks Payments account, you can log in to your Merchant account. You can then check the status of the customer payments from there to see why you're still unable to receive the money from Chase.

Here's how:

1. Sign in to the Merchant Service Center.
2. From the homepage, select Activities & Reports.
3. Choose Deposits.
4. Select the date range in the Dates field.
5. Select Search. 

You can open this article to see extra details: Find out when QuickBooks Payments deposits customer payments.

However, I still recommend contacting our Merchants Services Support Team. They're the best support group for such inquiries as they can request account information. They can also further verify the status of the payment and investigate why it wasn't deposited to your account yet.

In case you need steps on how you can view all the status of sales transactions like open and paid invoices, you can read this article: View sales transactions in QuickBooks Online.

If you have any other concerns about managing customer payments in QuickBooks, don't hesitate to add them below. I'm always here to help you, dougntina. Take care!

We are aware of all of this and have been an Intuit customer for over 5 years. This is a matter of a payment that was supposedly made and "released" on October 29th yet we still have not received the funds. Chase VISA isn't willing to talk to us as we are not their customer, our local bank has tried tracing the payment and it's never been received and we have searched Merchant Services and confirmed we have never received. We have sent MULTIPLE (x3) requests to Intuit support, Intuit Office of the President, Intuit Disputes, none of which have responded.  

This isn't the kind of experience we want you to have, dougntina. Let me make it up to you by routing you to the right direction for support. 

Here's a step-by-step guide on how to reach Payments support through your QuickBooks Online company.

1. Click Help at the top right of the screen.
2. Go to the Search tab.
3. Then, click Contact us.
4. Select a topic to connect with the right expert.
5. Choose a way to connect with us.

I also encourage you to browse through some of our commonly asked Payments questions.

In case you encounter funds put on hold, here's an article to learn more about why it happens:  Why are my funds on hold?

Please don't hesitate to click the Reply button if you have any other concerns with receiving your customers' payments. I'll be around to assist you further. Keep safe!

The funds are not "on hold". We have done all of those steps. We opened a Case with Intuit - still nothing. Chase rebilled their/our customers card for the amount, gave them a tracking number and a date that they say they released the funds to us. Yet we have never gotten them.

Everyone involved is pointing a finger to someone else saying "Sorry, wish we could help". 

Our bank has looked for payment using tracking number but it's never arrived. Sorry wish we could do more.

Chase Bank provided their/our customer with tracking number and date funds were released but it's never arrived in our account. "Sorry we released the funds wish we could help".

Customer was rebilled and charged for the amount on their card and has contacted Chase 

and been told the funds were released to us on X date. "Sorry don't know what to tell you"

It's a continual circle of everyone pointing the finger to the next guy yet nobody has a way to resolve this. All the while we are missing $1850.00 and ultimately this customer has received FREE services.