Complaint Review: Intuit Merchant Services - Mountain View California

The Story of How Intuit Merchant Services is hurting my business. 

On Monday Feb 3rd we received a notice that over $30,000 in funds were being withheld by Intuit.  Intuit requested some information and we sent it that day.  We received confirmation that Intuit received the information.  Knowing how slowly Intuit moves my accounts receivables person waited until Wednesday Feb 5^th to call back. 

On Wednesday the 5^th  she spoke with Anastasia at Intuit Support.  At first Anastasia’s answer was “Intuit is not holding your funds” We knew this was not true so we  pressed the issue and showed her Intuit was holding the funds and she reluctantly agreed to dig a little deeper, the next answer from Anastasia was “There was an error and the money should not have been withheld and they would release the funds in 24-48 hours but most likely 24 hours.  Case closed?  I wish!

On Thursday the 6^th my accounts receivable person called Intuit Merchant Services Support again and spoke with James, his first answer was deja va,  “Intuit is not holding your funds” We again pressed the issue and again the high performing support team reluctantly jumped into action.  James came back after placing us on a brief hold (It wasn’t brief at all) and said, “There was an error and the money should not have been withheld and they would release the funds in 24-48 hours but most likely 24 hours.  It was then I realized a disturbing pattern was developing.  The only difference this time was he added this reassuring statement “we have no idea why the funds weren’t released”  That’s fantastic, I was literally stunned by that one.  If this person who works at the company doesn’t know where my money is who does?  (As of 2/8 it is still a mystery) 

On Friday the 7^th we called and spoke with Anne.  At first the answer was “Intuit is not holding your funds” When we pressed the issue and showed her Intuit was holding the funds she dug a little deeper the next answer from Anne was “There was an error and the money should not have been withheld and they would release the funds in 24-48 hours but most likely 24 hours.  This time I had my accounts receivable manager get me on the phone after the 40 or so minute wait on hold.  I pressed Anne and she tried to escalate but after another ½ hour or so on hold she came back on and said she couldn’t get anyone. 

I had to get off the call for another meeting and my accounts receivable person stayed on until finally speaking with Martin.  After another round of “we’re not holding your money” followed by “oh, I see what you’re saying, the funds should be released.”  Martin assured us again that the funds would be released and that he would call me back before he left his office.  Would anyone reading this like to place a bet on whether or not Martin called me or released the funds?  Yeah me either it’s pretty obvious he didn’t call or do what he said.  As of this morning my funds are still being withheld according the Intuit Merchant center site. 

I’m really not sure how this is going to get solved especially if I continue to get on the hamster wheel I’m on with Intuit Merchant Services Support.  My question is at what point does this become theft?  Wouldn’t it be theft if someone took $30,000 from me without permission?  We run around $100,000 per month through our Intuit Merchant Services account and have had 1 chargeback this year.  We’ve provided the documentation and expect the charge to be validated (It was for $450)  We pay Intuit Merchant Services almost $4,000 per month in service fees to clear and process these transactions. 

I can’t be the only business owner who has had this problem with Intuit.  Why they would treat a customer like this is beyond me.  There are no perfect companies, companies are made up of people and people make mistakes and software breaks.  Companies should not be judged by how perfect they are but by how they handle a situation when something goes wrong.  In that regard Intuit Merchant Solutions is a terrible company. 

If anyone who reads this can help I’d appreciate any assistance.