ED Magedson – Founder
Intuit Payment NetworkInternet USA
Intuit Payment Network Quickbooks, GoPayment Put a hold on a bank transfer and was rude and unprofessional in every way Internet
A medium sized payment was made to us by a client by using the "Pay Online" feature of an email invoice through Quickbooks Online. This was the first time we had used this feature, to disasterous results. The payment after being made sent happy emails to me and marked the invoice paid in my quickbooks... but the money never showed up in my bank account. Then after 5pm on a Friday we get a call fron IPN stating that they suspected fraud from this transaction and would be holding the payment indefinetely.
Firstly, this is a bank transfer and they had already cashed the check into Intuit's bank (something I didn't know they could do). They then said that unless we released 6 months of business and personal banking informaiton, they would not have to release the money. When we asked them to refund the money to the client they said "they have no way to do this" and that the only way for our client to retrieve the money would be to dispute the charge in essence doing what Intuit claimed to be trying to prevent. We provided the business accounts as we were counseled not to provide the personal statements as this would be tacit approval for them to re-coup real or imaginary losses from our personal accounts (we are an LLC so personal accounts are not involved).
Three days letter we get a letter asking for the information for our client and our client history etc. We thought things were moving forward... we were wrong. They has of yet made no effort to contact my client, who is very willing to sign, email etc. anythign that will clear this up for them. We have called twice a day requesting the steps to recove the money be provided to us in writing, to which they refuse and hang up on us. Repeated attempts have been made to talk to a manager, who are either "going into a meeting", "on lunch" or "none are on staff right now" no matter when we call or how long we are on hold. I ask for hours to call back to speak to a supervisor and I am told that "they aren't sure when a supervisor will be on staff". I have been cut off, hung up on, snottily jeered at more time than I can count in trying to get this resolved.
The topping on the cake for me was that after two weeks of intrusive questioning and being accused of fraud, I come to find out that they have a very old account that was never used as my "merchant account" . I asked how that was associated and they claimed I had done it, when all the links I clicked were for the current account, which is the only active account we have every had active for intuit or any other service. I asked for the steps to resolve in writing and I was told not until I associate the correct account. I associated the correct account immediately (even though when I asked for a walk through on how to do it, i got a "we aren't talking about that right now" response. When I told him that I had fixed the association could I PLEASE get a written document with the steps I needed to follow so that this could get resolved, he asked if there was anything else he could help me with... and just kept asking me that question until he finally hung up on me.
i have never been treated this way by "Customer Service" espeically not by multiple employees of the same company. I feel like this whole thing is a scam to keep honest business' money by creating intricate non-documented hoops. I am astounded that they only write "Give us ANYTHING we ask for" but refuse to write what they are asking for. It feels wrong and like a scam. What does my lead generation have to do with you not giving me my money?
Refund to my client or release the funds, this is theft or at the very least fraud. If you need 6 months of back bank statements, obtain that BEFORE you let people pay.
We are seeking legal action at this point, but I hope this steers people away from using Intuit as a middle man in their transactions.
This report was posted on Ripoff Report on 04/25/2014 12:48 PM and is a permanent record located here: http://www.ripoffreport.com/reports/intuit-payment-network/internet/intuit-payment-network-quickbooks-gopayment-put-a-hold-on-a-bank-transfer-and-was-rude-a-1141735. 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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