Yes! They have put a hold on our deposit as well and have been told many different stories. Like everyone here it has been excuse after excuse. This is starting to remind me of how PayPal was doing very similar things.
For me:
- Our client paid on Friday March 11th
- I received Notification on March 12th of hold due to need to verify account ownership
- I provided all documentation proving ownership
- On Monday March 14th I was told that I would hear by end of business Tuesday March 15th by one agent
- The next agent I chatted with on the morning of the 15th stated that it would actually be Wednesday since I submitted my documents on a Saturday which counts as a Monday
- Then at 515pm I get a call from my case manager and she states that there are multiple accounts and that she will need me to call the merchant support to clear it up. I get an email of an additional required information(which was just to answer the question if everything is clear)
- At 520 I am on the call with Merchant Support and they say everything looks fine on their end. I ask to speak to my case manager, which they try to ping her, she shows unavailable, 2 mins later she responds to them saying her shift is over
For me this seems like she just called me and made up an excuse because she was about to get off of work and that was the last day of the 48 hour window.
- Then I am being told that my case manager has 48 hours to respond to my answer, which makes no since!
- I then ask if I am able to refund the payment to my client and have them pay me by other means. I was told that I cannot do that because the payment is on hold!
- The next day on March 16th I get another call from the case manager and after 10 mins of questions she agrees to release the funds on that day.
- On the same day a few hours go by and I don't receive a notification on the release of funds. So I contact support and I am told that now it has to be approved by a supervisor due to the amount and they have 2-4 business days! to approve the release!
Like everyone else in this forum, I am a small business and have had to let go of all of my staff except for one and has basically put me out of business.
I to would like to reach out to legal representation because this is unethical and is ruining small businesses across the U.S.
