• Report: #1035295

Complaint Review: Intuit Payment Services

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  • Submitted: Sat, March 16, 2013
  • Updated: Sat, March 16, 2013

  • Reported By: Jill — Aurora Illinois
Intuit Payment Services
2125 Burbank Blvd. Ste 100 Woodland Hills, California United States of America

Intuit Payment Services Intuit Merchant Services, Intuit Payment Network, Intuit Risk Management Department ntuit Merchant Services along with Intuit Risk Management would not deposit a paid invoice from my customer into our business bank account Woodland Hills, California

*General Comment: Intuit Is Not At Fault

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My business, opened a Merchant Account with Intuit Merchant Services in 2002.

We have used the Intuit Merchant Services to process our customers credit cards.  In 2012 we started to utilize Intuit's Payment Network Services so our customer's could pay their bills online using either a credit card or direct payment from their bank.  We were not notified at the time that there were limits or fine print.

It was just an addition to our Merchant Services account.

Since 2012 my business was always in good standing with Intuit Merchant Services.  Their fees were always paid, there was never an issue.  One of our largest customers recently used the Intuit Payment Network Services to pay an invoice in the amount of $30270.00.  Our customer used their credit card, the charge/payment was approved and sent from their credit card on Monday March 11th, 2013.

On Tuesday March 12th, 2013 my company received an Email to our general business email address info@majorfiberoptics.com from Intuit Risk Management Department requesting documentation to process the payment to our business bank in Bartlett IL.  I faxed the required documentation, six months of bank statements and the invoice that was sent to our customer in the amount of $30270.00.  On Wednesday, March 13th I sent a reply email to the address that was included in the Risk Management Department email to confirm if Intuit Risk Management had received the required documentation and if the funds were in process of being transferred to our business bank account. On Thursday, March 14th when I did
not receive a reply confirmation via email or did not see that the funds had been transferred to our business bank account I called the number listed on the Intuit Risk Management Department to find out what happened.  I spoke to a Mary Curtis in the Intuit Risk Management Department and she informed me that she would send me her email address so I could email the required documents to her.  I received her email and forwarded all of the required documents to her.  Mary Curtis then emailed me back and claimed she only received 2 months of bank statements.  I verified that I had sent all six months of bank statements, the invoice that was sent to my customer as well as the initial letter from Intuit Risk Management requesting the documents.  I then resent the documents in a new email to both Mary Curtis and to a Nina Gentiles at Intuit Risk Management as Mary Curtis was going to be leaving for the day in 10 minutes after she had sent the
email informing me that she only received two months of the bank statements.  She also stated she would be in her office at 5:30 a.m. PST on Friday, March 15th.  In her email she also requested to send the remaining four statements so she could adjust our account to allow for transactions of this amount.  At no time since we have done business with Intuit Merchant Services or Intuit Payment Network Services were we aware that there was any type of limit.  After resending the required documents two more times just to make sure they received them, I started receiving notifications that documents for our Case ID 110198424 had been received.  I received five of these emails.  On Friday, March 15th at 12:47 p.m. CST I received an email from Mary Curtis stating that, according to the documentation that I had sent to her our Merchant account only supported transactions up to $10,000.00 and she requested the contact name and phone number for our customer to verify the transaction with the card issuing bank.  Unfortunately, due to a personal emergency, I did not see that email until 7:45 p.m. CST.

Along with the email from Mary Curtis that was received in my email account at 12:47 p.m. CST there was another email from Intuit Payment Solutions that was received into my email account at 12:51 p.m. CST notifying my company that Intuit Payment Solutions had closed our Merchant Account.  Attached to this email is a letter from Intuit

In the attached letter of the email we received from Intuit Payment Services was a notification that Intuit
Risk Management had terminated our account due to Security Risk.  What Security Risk?  The letter also informed us that Intuit Payment Services will hold the funds of $30270.00 in a non-interest bearing
account.  So basically my understanding is they are taking the money that my customer paid to my company for an invoice, in which we promised our customer product.  My company, MAJOR Fiber Optics, Inc. is a
small business.  We will lose this customer if we cannot provide the product we promised them on time.  We will most likely lose our business.  Our concern and disbelief is that this is even happening.  Our customer paid the invoice with their credit card.  I had checked with our customer because we were not seeing the funds appearing in our business bank account.  They assured me the amount was debited from their credit card.

As a resolution we would like Intuit to either A) transfer the full amount of $30270.00 to our business bank account as this is already paid for from our customer or, B) refund the amount to our customer's credit card.  I am amazed that a company the size of Intuit can actually steal money from a small business like this.  We had trusted this company and now are so disenchanted and completely disgusted.

There are numerous complaints from other companies who may not feel they can do anything about this.  As our business will most likely shut down if this is not resolved, we have everything to lose.

This report was posted on Ripoff Report on 03/16/2013 01:28 PM and is a permanent record located here: http://www.ripoffreport.com/r/Intuit-Payment-Services/Woodland-Hills-California-91367/Intuit-Payment-Services-Intuit-Merchant-Services-Intuit-Payment-Network-Intuit-Risk-Mana-1035295. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 General Comment

Intuit Is Not At Fault

AUTHOR: We Pay - ()

 You place the blame on Intuit when they did absolutely nothing wrong. The first flag right there is taking a $30,000 transaction. You'd really think charging a chard $30k no one would raise a red flag, duh! When you completed the application with intuit the first thing they asked you, and every credit card processing company asks you, is how much is your average ticket price and whats your monthly volume. Upon the application, they tell you that your limits are such and such. You really think that someone is not going to get drawn to the fact that you processed a $30k tranaction? HA!

Its called fraud prevention and the same way it works for people with stolen credit cards, its the same way with them. Intuit is one of the largest companies around, its not like those wanna be companies that will deliberately try to steal a merchants money and make every excuse. Intuit is a well known name.

What really happened is that you went over your average ticket price and your monthly volume and you got flagged by some sort of system. You should of asked you "Biggest Client" to send you a check instead especially for $30k. If they are your "Biggest Client" then they wont mind it at all. You knew what your average ticket transaction was and you knew what your volume was, because it sounds like you just charged the card knowing it was way over your 'average ticket transaction' and thats what got you flagged in the first place.

If we had a ticket average of $50 and then a $5000 order came in, we would require a bank certified check or wait until the check was cashed, the way people play games with chargebacks, it would set us back $5k plus the merchandise, not a change we are willing to take. We've been a customer with Intuit for years and they are good people to deal with. They dont play games, and they've helped us out alot. I can only speak about myself and my experience but its not them.

Like we said, what got you nailed, was a large transaction for $30k, you should of of thought of that before you charged the card. If you were doing steady average ticket prices of $20 to $30k then you wouldnt of been flagged because thats's your average volume. You more than likely had no were near that volume and knew what you could charge because like we said, when you completed the application, your the one that wrote (1) what your average ticket price was and (2) what your monthly volume was. That application when to the underwriters and they said ok, this is what we are going to approve you for and this is what you can do every month, you went over that limit(s) and thats what got you flagged.

Smart business would of said, customer you need to pay for this with a check. If they were such a good customer of yours like you claim, then they would of had no problemw ith it. We would of never accepted a credit card transaction in that amount, knowing the risks the customer can initiate with one phone call to their credit card company.

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