Overview
Intuit Merchant Services (payments.intuit.com), also known as QuickBooks Payments, is a merchant account provider based in Mountain View, California. Intuit first entered the merchant services industry in order to package credit card processing services with its QuickBooks accounting software. To make this easier, the company established a partnership with Innovative Merchant Solutions. In 2003, Intuit acquired Innovative Merchant Solutions, and in recent years the company has restructured its merchant services division under the QuickBooks Payments brand. In fact, it’s possible that Intuit Merchant Services is no longer a distinct unit within the QuickBooks family of products, but we will continue updating this review until the company officially scraps it.
The vast majority of merchants learn about Intuit Merchant Services through QuickBooks, a small business accounting software program developed by the company. Intuit has done a great job of packaging its credit card processing service into QuickBooks. The integration makes it very easy for merchants to seamlessly charge cards and track the sales in essentially one step. In fact, this reviewer has found that many merchants will accept higher processing rates with Intuit (rather than switch processors) to keep the easy, integrated accounting functionality. Intuit’s primary merchant account product at this time is QuickBooks Payments. The company uses First Data as its processor, but handles its customer service and operations in-house. The president and CEO of Intuit is Brad Smith.
Key Points
- Sales & Marketing: Intuit Merchant Services does not hire independent sales agents but has received some complaints about its sales practices.
- Costs & Contract: Intuit Merchant Services offers variable contract terms that may or may not include an early termination fee.
- Complaints & Service: Intuit Merchant Services has received more than 200 public complaints.
- BBB Rating: Intuit Merchant Services has an “A+” rating with the Better Business Bureau and has received 1,471 complaints in the past three years.
- Rates & Fees: How Merchants Got The Best Rates With Intuit Merchant Services
Response from Intuit Merchant Services
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Intuit Merchant Services Bottom Line
Intuit Merchant Services rates as an average merchant account provider according to our rating system. The company can improve its rating by reducing its complaint count significantly. This can be accomplished by improving its pricing and contract term transparency, reducing or eliminating its early termination fee, and improving its customer service. On the bright side, Intuit does a good job of resolving complaints through the BBB, and most of its customers appear to be satisfied when you take into account the size of the company.
About Phillip Parker
Hi, I’m Phillip Parker and I believe that the merchant account industry has been overrun by people who engage in fraud and deception in order to steal from hard working business owners. I created this website to help you avoid the bad players, save money on fees, and get peace of mind with your merchant account. If you would like to help support my work, check out my cost analysis service. I can evaluate your statement and tell you exactly how much you're overpaying for your merchant account. Get more information here.
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I just found out that for the past 10 years, Intuit has been direct withdrawing $34.90 per month for using their merchant services…. thing is, I’ve never once used their services! I may have signed up for a “Free One-Month Trial” but if I did, again, 10 years ago, I would have cancelled. They can easily see that I have never once posted a credit card transaction with them – YET, they continued to take $34.90 per month out of my checking account! Don’t you think that for the $418.80 they have stolen from me per year for the past decade that they could have one time sent me a letter or called me to say that “we notice that you are not using our services, but that you are being charged for services that are not being used”? They have never tried to contact me – not by phone, not by letter and not by email. If you currently do business with them, or are even considering doing business with them…. I would highly recommend you look elsewhere – ANY other company other than Intuit for your credit card processing – or should I put it as Credit FRAUD processing! What a joke this company is! I have filed a complaint with my bank, with the Better Business Bureau, and will continue to post anywhere I can about what a total SHAM business Intuit Merchant Services is!
Used intuit quickbooks for customer credit card charges. This has been hands down the worst customer experience ever. Place them on speaker phone and continued my office duties…..On hold for 1 hour & 15 mins. Then finally an ans. apologizes for the excessive hold time. Then the phone magically disconnects. I call back on hold another 45 mins. Apologizes transfers me to another sector …on hold another 25 mins. A useless rep answers. My advice ….find your own credit card processing company. A merchant nightmare
Major issues with Intuit Merchant Services. I manage three of these for three companies and it has become a nightmare. Payments are repopulating over and over on the deposit download link and there is no way to delete these. If they are downloaded again in an effort to move them off the Merchant download page and also causing duplicate payments plus errors in the bank account ledger, the payments then re-populate as if never downloaded. Cannot get any help or resolution from Intuit Merchant Services – even if you get an Intuit rep on the phone after holding nearly one hour. The first answering rep is overseas who cannot assist at all, then you get transferred around and still no help. A REAL NIGHTMARE
Worst customer service ever – 45 minutes to 1 hour for someone to pick up the call. Several issues processing transactions and having to contact over and over even after issue explained. When thinking issue has been resolved then another email to contact again. Very disappointed with Intuit!
We’ve used Quickbooks credit card processing for about two years now and haven’t really had any problems – with the exception of two or three invoices going to the wrong people. We find the hardware to be easy to use, customer friendly since we can email or text receipts; and we haven’t had any problems with getting funds on a timely basis.
I do have to admit that customer service is a little on the complicated side if you’re doing anything but asking a question. If you need technical support, be prepared to spend at least a couple of hours on the phone.
Overall, though, we’re very happy with it. One problem has just surfaced though – the two people who process cards have acquired IPhone X which has no earphone port. Haven’t approached QB about alternatives yet as it just happened today. Hopefully they are ahead of that curve.
Moneris currently has a set up fee refund on the processing of the first $2500.
19 years running a business and I have never had such a terrible experience with a supplier of any kind. Same as so many others. Decided to switch from the merchant services company I had been with for the prior 6 years without a single charge back to Quickbooks for what appeared to be an easier process. Put the first charges through for 16000 and got an email from the risk dept. Spoke to a very nice person, explained my business that deals with multi national companies whose reps are allowed to use their expense acct cards to pay the invoices 30 days after I ship and invoice. After a 10 minute conversation I am told everything is fine and she will put through a request to raise my limit to 60000/month. I then proceed to process a further 14000 a week later on the same card and I get another email. This time they insist on seeing the invoice and bank records and the rest of the list. Now after telling me my online copy of bank statements are not sufficient I went to the branch and have them print a copy and stamp it. Still not good enough. Now after 4-5 hours on hold and talking to 4 levels of supposed bosses; Even with 6-7 times the amount of the charge in the bank and a 6 figure LC and not a single charge back in my history, they decline to process the payment after holding the funds for 3 weeks. Now I have to go through whatever arduous charge back process they have.
Moneris contract was signed before they ever declined it as I was never going deal with them again.
Do not be fooled by the no fee easy process. Spend the time and get a serious Credit card Merchant Service.
Do your homework first and read reviews. This is for very small companies with small low risk charges. A large number of similar complaints can be found in the review section of many merchant services review sites.
I run a small software business and have used Intuit for many years. We’ve had nothing but problems with them. Any time they update their software, something gets broken. Customer service NEVER cares that their errors disrupt our business and the services we offer our own customers. They won’t speak to us without our tax id and our bank account number. They are incompetent and many times rude. My average wait time is 30 minutes and average overall phone call is one hour. I can call three times and receive three different insufficient resolutions. Beware, and stay away from this company at all costs!
Today I’ve decided to no longer accept or process via Intuit. There are several factors in which I do not like about their services. First is there high fees. They are the largest fees around. Second they have no automated way of processing cards. Everything has to be done manually and good luck trying to chase buyers down because of a declined credit card! The biggest reason is their charge back policies. If you sell online you might want to listen to this. First and foremost, dealing with Intuit you are at the biggest risk of getting screwed left and right. With Intuit, if you receive a chargeback, Intuit will not notify you until 10 to 14 later after it happens, leaving you out both the money and the product. With every other company you hear about it within 48 hours, not with Intuit. They have the chargeback in there hands the second it happens, and they hold onto it for 2 weeks! When a chargeback happens, they give you no documentation so you can support your claims and catch the buyer lying and trying to rip you off. You’ll lucky if you call and you get a 1/2 page of what the buyer said to their credit card company. Its your legal right to obtain the documents, you have to call every single time to get whatever documents they have. If its in their possession, why dont they send it? they dont. And above and beyond, no other processing company does this, but Intuit will hold your money for over 2 months after you respond to the dispute. So you have to keep track of every single dispute and write it down. After getting 2 BS disputes today, from buyer’s I’ve had enough with Intuit, they waited 2 weeks to inform me and they didnt even inform me, I had to notice 2 amounts about $200 being taken out of my bank account, not to mention, other disputes I’ve won and they are still holding onto my money. I’m switching over to another processor startign today.
I have been using Quickbooks Online for years and finally had a reason to try out the merchant services. Unfortunately the experience has been difficult and a waste of time. Any “suspicious” activity results in the funds being held. In this case, it was our first transaction and apparently that was suspicious. Then after an hour on hold (in a single call) I was able to provide the explanation of the transaction, and low and behold, they decided to refund the funds to our client. I have yet to get a satisfactory explanation, and our client now has to go back through the payment approval process within their organization to make another payment. I was also told that these holds could happen more in the future, especially if we receive more funds than we would typically receive in a given month. Long story short, don’t waste your time with this service.
Have used the Go Payment app on my tablet for my service business. After viewing my checking account statement recently I noticed they started charging my account 9.95 a month for PCI. I had no idea what the charge was for and immediately tried to call, after spending hours on the phone I never once got to speak to anyone. Fed up with the service I signed up with another company. It has taken quite a while to be able to speak to a live person. Was told the charge was for my protection. Closed my account immediately. Good riddance.
TERRIBLE customer service!!!! They processed my customer’s card 2X. I was literally on the phone for over an hour. While I could reverse the charge onliine, I can’t take away the angry customer or the two extra processing fees that I had to incur. (They refused to refund them). Looking for another merchant service.
Customer service is pathetic. Easily an hour wait to talk to someone. They constantly are requiring software upgrades that are expensive. We have randomly lost ability to process cards, at least a couple times a year. Horrible company
Been using Intuit for years. Its not good for online ecommerce business that’s for sure. Everything you do with Intuit has to be done by hand. that means if a customer goes to your site and the card gets declined or no address match, you might as well throw away the sale. Their chargeback department is another joke. You get chargeback notifications 2 weeks after the customer files it, which means your product is long gone into the customers hand and you have both the money and a $25. They dont bother to update you on anything. You have to call in to get bank documents which should of been already included in the notification since they were sitting on it for 2 weeks. They promise to refund you fees which they never do, their chargeback department doesnt bother to send you an email or document stating the outcome of the dispute. We’re moving away from Intuit due to their poor service to established customers.
Intuit decided to hold funds from going into my account without letting me know ahead of time. My business does kitchen and bathroom remodeling. My client took the day off to have his kitchen floor installed. Because the funds were held back I was unable to pay for the flooring for this project. I had to move the date back. The people at intuit merchant serviced did not seem to care when I called to ask what the problem was. They could not explain why they were doing this except that I had a $10,000 min to deposit which I did not come close to that amount for them to do this. Now I have to wait 2 days to get the money. I pay this company $20 a month to do transactions and a high% which is normal on top of that. Stay away from this company it seems easier to use with QuickBooks but you will pay a pretty penny for the commodity. The customer service had me on hold for 45 min and at the end just said oh it’s our job to review you. I asked how to I pay for these materials. She said “I can’t tell you how to run your business”.
After processing transactions through Intuit merchant for two years, I received a call today that they are shutting me down because we are a financial services company and thus an unacceptable business type. Two years later? Don’t you think they would have noticed “financial” in our business name when the account was set up? No warning and now we have to find an alternative service. Was on the phone with them for over an hour to even discover what was going on. No one seemed to know and they gave me some bogus reason the first time around promising that someone would call me back…of course, they did not. Would highly recommend you think twice before signing up with this company. I will be moving my books to a different system as well. Terrible company and terrible customer service.
I came to this service after years with another at the suggestion of a friend. Not a good experience. I was unfortunate in that my first transaction was a check that came back NSF. Long story short, they closed my account because someone else wrote a bad check. What’s worse, I had to talk to 3 layers of employees and spend 2 hours on hold just to find out that the check bounced, which they could have told me up front but declined to do for reasons I do not understand. I can’t recommend this service, and I wish I had checked their reviews before wasting my time with them.
The WORST. After signing up for the service, I had two clients pay several invoices via bank transfer. Each transaction sent me a confirmation that payment had been made and about 5-7 days later, I received a notice on every single one that they had been “unable to locate account”. Both clients repaid each invoice (6 in total) a second time, and again I received confirmation. Again, a few days later I received notices that they were unable to locate account. Clients paid a THIRD time (thank goodness for their patience!). After over an hour on the phone with Intuit support, they basically said there was nothing they could do nor could they cancel the third transactions while they were “pending” so that clients could pay by check or Venmo. At this point we are three weeks waiting on funds!Then I receive a call from Intuit with a case number and I log in and realize they’ve disconnected my account without even telling me. They’ve withdrawn all the funds from the clients at least 5 days ago and now the only way they’ll release them to me is if I send them a copy of my driver’s license, business license AND utility bill (which is not in my name). To prove that I’m a business? You haven’t minded being my accounting software for the last three years and monitoring tens of thousands of transactions across checking and credit card accounts and now you’re wanting to verify I’m a business? How about that EIN that’s entered in my profile? The credit card you bill monthly? The checking account you record all my other invoice deposits go into? This is ridiculous. Never again!
Intuit is coming after me for a $5300+ chargeback that was their fault. I don’t have the money nor do I have the funds to hire an attorney. I am afraid of loosing my company. I bring in less then $1000 a month. I would love to be involved in a class action lawsuit if one is created. I don’t want to loose my company and I will never be able to pay this in addition to the $3500+ in merchandise that was shipped, received and signed for that was purchased with this cc. Intuit approved the transaction and deposited it into my account within 3 days. It wasn’t until 2-3 months later that I got the chargeback and since the name and cc number on my records do not match the true identity of the cc owner, Intuit is not going to pursue a rebuttal for me. They just paid it without my consent and even before I got the chargeback notice.
I guess I will echo many of the previous comments. My first transaction with Intuit Quickbooks was a total disaster. A client of 10 years was my first Intuit Quickbooks credit card services user. Intuit took their payment, withheld their funds from me, waited 3 days to contact me and then requested 6 months of bank statements before releasing the funds. They said minimum of 2 days to review my bank statements before deciding whether or not to release the funds.
STAY AWAY FROM THESE GUYS IF YOU CAN. FIND ANOTHER COMPANY TO HANDLE YOUR CREDIT CARD SERVICES.
Phillip man. You have to help us here. I just found this site and I feel very very bad for everyone here. I was snake bit as well. They want $40k from me. My police force won’t call it criminal but they know it is. Lawyers and court costs are the only way we can stand up to this criminal injustice. I’m in if you want to go class action!
OMG!! WTH? So QB changed their software which they neglecting to inform us. We run a multi-million $ construction company. We received a check for $89k.
I called the number that was on the screen to find out why our check was being declined. The guy told me they changed the service and they’re only accepting checks upl to $50k limit. WTH? The customer service rep told me to call the customer and tell them were going to break open the deposit. Sounded strange. Were in our home in Georgia and our company is in Hawaii, where our bank is too. So we decided to send the check to Hawaii and have one of our guys deposit it. He deposited in on personal acct (btw he’s a construction worker) on a Friday. So I figured I would use intuit to write a check to deposit to our business acct.
On Monday I noticed the funds had been removed from our personal acct but the funds I wrote through intuit was being withheld along with 3 other checks. Almost $100,000.I had a surgery on Tuesday and I figured everything would work through by the time I healed. So on Friday nothing had changed. So I called Intuit and asked what was going on. I was asked about the funds I took from our personal acct to our business account. I was told that was unacceptable. Yes its not the best practice but had they informed us of the changes this would have ended up differently. Then the other funds they are holding haven’t been released either. So I had to send 6 months of our banking statements, and the invoices and contacts for each deposit that is being with held. So I did and they said we had to wait 48 business hours. Finally on Wednesday they refunded our personal check. I was being very patient and I figured it had been well over 48 bus hours. I called and they said they are waiting on the invoices. The auto-response email they say ‘We’ll let you know if there is anything else they need they’ll let me know’.
Why didn’t the tell me. So now our funds have been on hold over a week. Another 48 hrs. So irritating. So Friday I called and asked if they have everything and the guy claimed they did and if they need anything they’ll either call or send an email. Hopefully tomorrow they’ll let know something because it’ll be over 2 weeks that they’ve been holding our money.
We’ve also been using this service since 2011 and were very happy with the service but this has left me with a horrible memory and I don’t know if we’ll be able trust this service again.
Intuit should be totally ashamed that they’ve done this. We’ve paid good money thousands for their services. We get credit card payments over $100k.
This is probably the worst service in the market. My first transaction was flagged a “periodic review”. Had the service only 2 weeks, horrible customer service. They want their money but want to hold yours. It has now been 8 days for a small charge and I feel like a circus animal jumping through hoops to receive my money, and still haven’t received it. I would never recommend this company to a small business, they will let you go bankrupt waiting on payment. They do not care for their customers at all. Please look at other options before using them.
I sold a very expensive piece of radiology equipment to a doctor, delivered it with a one-year warranty. The doctor called Intuit and asked for the last payment back and Intuit gave it to them. Now Intuit is asking me to personally pay the chargeback despite the fact the doctor received and accepted the equipment and the fact that the contract was non-cancellable and no refunds in clearly stated on my website and in the contract they signed. Intuit says they have ever right to do it however when I asked for proof that they actually sent the money to the customer, they grew quiet and unresponsive and turned it over to a collection company.
Reliability is terrible, servers go down often. Have you over a barrel if you use their POS, have to use their cc processing. Upgrade to newest POS and they change your merchant account number without them transitioning anything from the old to the new. Even Risk Mgmt thinks I’m a new customer. Migrates to new servers during business hours thus causing down time in US businesses. Automatic service charge to me of $25 if customer disputes transaction . . . customer not aware of where his children shop. Charge the customer Intuit, not me, the system approved the transaction. Takes 7 days to get approval of my third store . . stores one and two have been using IMS for 10, yes 10, why must I go through full approval again? Ridiculous! POS and IMS should speak to one another when developing new software versions, they work in silos and IMS customer services admits “I don’t know anything about POS” I could go on and on . .
They are horrible. My first deposit they withheld the funds from my customers payment and refused to reverse it. I have called and e-mailed many times. I think my customer is going to have to dispute with her credit card company to resolve this. A week later – still unresolved.
After many solicitations I decided to go with QB (Quickbooks online payment) payment option. First three charges went well although rates werw very high I liked it for the conveniences. However on the 4th charge from a very loyal clients of mine. QB sent a generic note that “due to some unusual activity, I was to supply 12 item accounting reports including last six months bank statements.It was utterly cumbersome and especially when I was travelling was almost impossible. I asked them simply refund the money so client can pay me with cheque. At this point QB ‘s indifference started to surface. All calls I have made were placed on hold for average 45 minutes. In addition to this they closed my account where I could not go in and refund the customer myself. They said as punishment for not sending documents they are going to hold on the funds for 7 months. I made 12 overaeasexpensive calls to resolve no one helped.
I strongly suggest not to get involved with this option and go to the competirion.
Quickbooks cheats..
My merchant account was hacked in November 2015. Intuit has been horrible to deal with and have placed my account with a collection firm for $7500 After this ordeal all Intuit wanted to know is work out a payment plan. I may end up having to pay but I’m not there yet.
Intuit Payments SUCKS! Why did they switch from IPN? No one knows, probably to gouge their customers sideways. Now I cannot download online transactions into my company file, I have to enter each manually because of some error that is “known” but is not going to be resolved. I.E. they have no fucking idea whats going on. What a joke. Somebody please show me an alternative.
Update/Commentary –
My original post was back in 2014 I believe and I have been involved with some of you offline discussion our relative experiences with Intuit Merchant Services. I am going to share another experience I had with a person who called me based on a referral from Intuit (I just went along to see how things were going to go).
In a nutshell when he (guy from AZ) was asking me about my Merchant Account stuff I shared that I used to be an Intuit Merchant Account holder but based on my experiences would never do business with them again in that regard. His response: “Intuit Merchant Services “suck” and it’s why I don’t use them either. I get referrals but use other services. Intuit is good with Quickbooks but their Merchant stuff is not reliable, etc.”
Only the last sentence of his quote was paraphrased.
So if you ask me; I would tell you to NEVER use Intuit Merchant Services. Period.
To all who were affected by Quickbooks Merchant services hack in the fall of last year please contact me directly, you can find my information at Hightide pool Service llc located in Cambridge Maryland. I have legal representation contacting me today, if you would like to be added to our groups growing list we would like to speak with you.
Mike we have been fighting a seriously ugly battle with Intuit over our information being hacked from their end. Please update me as to this battle you are having, We have some great proof against them, however in the process they are destroying our credit, and our reputation. Thankyou. Trish in Arizona
I too have been hacked and am a victim of this hacking
Buyer beware! Intuit’s Merchant Credit Card Processing is a losing situation. Not only did I get ripped off by them, as did a lot of others, but they have now put these fraudulent charges against me personally and filed against my personal credit rating. i’m screwed! Intuit is stating that I owe them almost $19k of money that some hacker accessed our account and stole. The hacker tried to get $46k, but Intuit was nice enough to catch $32k of it, but with their charges and fees, are “Demanding Payment” from me for the remainder! Intuit Sucks! They are in it for themselves and this proves that they have poor security, especially if this has happened to so many people. I’m in for a class action suit, they need to be punished.
I think folks should do the following:
a) file a police report; b) file a complaint with the BBB; c) contact state attorney general; d) go to any trade association in which they have a membership; e) congressional delegation for their state.
I had to go through the MN Attorney General’s office and they sent a letter. Now it still costed me quite a bit that I did not recover but if the opportunity such as a Class Action Lawsuit presents itself I am all over it.
Intuit provides the worse service possible to their clients. If you provided this type of service you’d be out of business, but these jackasses have a captive audience. Know and research before you make a committment to these jokers! They charge a ton of service fees and “discounts,” take money from you with no warning, and when you call in to cancel a service, they keep charging you! Forget about getting your money within 24 hours, it can take up to 72 hours to get your money while they play around with it. NEVER again. I hate credit card merchants and this is the worse one. Lying bunch of theives.
Hi
My small business has the exact same issue going on with Intuit. Wanting us to pay over $30,000 in chargebacks that never went into our account . They allowed somebody to open up account in our name. They have sent us to collections. Any advice would be greatly appreciated.
Beth
Same here. I am I. Collections. And the want to settle, I have to research further. Settling is an admission of guilt. They have a vulnerability in their network allowing bank account ts to be changed.
Hi I was thinking of switching to Intuit from my bank for merchant services. They quoted me 3.2% and only .25 per transaction and 19.95 monthly service fee. No other fees or surcharges. I am guessing from reading these ratings that this is not true.
I received excellent quotes also and was thinking about switching. Seriously considering not doing it. That just sounds like way too many problems.
Intuit Merchant Services credit card processing company has turned into a nightmare. They are not to be trusted. About three months ago now, I had received an email stating that a payment for an amount I had not processed was going through to my bank account. When I logged in to see if I had made a mistake, I saw that over $40k in charges had been charged using what appeared to be stolen credit cards. When I called Intuit, which I had to see the mistake and make the call to them, they assured me that the account and charges would be stopped and frozen. They also informed me that my bank account had been changed, so the $40k+ in money was going to a different bank account than mine. They told me I was to do nothing, and wait for them to respond back to me, they would handle it. So, I waited. I received multiple charge back notices from them, so I called to see where things were and if they were able to catch who had done this. The service tech told me that I am responsible for re-paying the money back to the people who had their credit cards fraudulently used, and that I should have read my “Terms & Conditions”, as that explained that Intuit was not responsible for any fraudulent activity. When I read my “Terms and Conditions”, I saw what they said, but also saw that it stated that any suspicious activity, unusual or high risk activity, they would suspend the account. I went with Intuit thinking they were someone I could trust so something like this wouldn’t happen. I was using the processing center for about $1,000 per month on a normal basis, this $40k+ worth of charges happened in 3 consecutive days, and ended up being over 20 separate charges.
To me, that counts as suspicious, and unusual activity, especially since I never received the email or contact that my bank account had been changed.
So now, they are demanding that I pay back the charge backs plus their ridiculous fees, $200+ on each one.
At this time, I have my local authorities looking into it, and trying to get any information out of Intuit is next to impossible. They keep passing you on to someone else who can “help”, and know one ever seems to be able to help.
I can’t prove it yet, but I honestly feel that this has something to do with Intuit internally, and is just one of their scams, hoping i’ll pay them back. Intuit has never sent any other correspondence, or anything that proves what really happened, so I feel like this is a scam on their part. I had been using them for the past 2-3 years, but will never use them again and recommend against anyone using them for anything.
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I have the same story as Gene….same month….guess i will give the authorities another call….I received $18,000 worth of chargebacks! And again yes I am responsible….ugh!!
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Karen, I received another email this afternoon, stating that I owe $18,858.00 in charge backs and penalties, and my account is past due, and of course, its all my fault. I forwarded this onto my sheriffs office, and he will pass it on to the FBI. The FBI did let the my officer know that he is also working on other cases with the same complaints.
So if at all possible, please pursue this to your authorities and hopefully they can contact the California FBI, and hope they can get to the bottom of this.
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Gene, there are many of us in the same situation, there are multiple complaint forums however none will allow us to leave our contact info. I’m in Cambridge Maryland and I own a pool store. Please attempt to reach out to me.
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MIke, I guess all I can say is be persistent with your local sheriffs office, that Intuit is ripping us off.
My sheriffs office sent Intuit a subpoena, which they did not respond to, and he then gave the FBI in Wisconsin a call, who then called the California FBI, which he in turn replied that there are multiple cases regarding the same sort of incident.
Since Intuit has ruined my trust, I want to help, but am not sure i will be able to contact you direct. As of now, am leaving it in the authorities hands, and truly believe that some good will come out of this.
If i do get anywhere or if some sort of Class Action suit comes of this, i will definitely post it on this site.
Thanks and good luck!
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Hi Gene,
I have received multiple payment demands as well but for over $41K in chargebacks and penalties. There is a police detective working on my case. Didn’t have much luck with the CA Attorney General office. Is there a case number, contact name or something to reference when contacting the CA FBI to connect all of us individuals going through the same thing with Intuit? I’m very interested in passing this info onto the Detective working on my case.
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The San Bernardino County Sheriffs Department is taking care of our case, here is the case number, 111514807. I’m going through the same thing and am waiting to hear back from the detective. If there is any other information you find out to do about this please let me know!
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Gene, I’ve also been getting chargebacks to the tune of $17,000 now. Intuit of course is claiming they’re not responsible for any of it. I’ve reported everything to the FBI’s IC3 department, but so far haven’t heard anything from them. You say the FBI is handling multiple cases like this? If this is true then maybe a class action suit is possible. I’m in Pennsylvania, by the way. I haven’t contacted my attorney general – do you think that would be helpful? I am interested in participating in legal action, if taken.
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Emily, at this point, all the information I have, which isn’t much, is with the FBI. Intuit has never given me any sort of an explanation, report, or anything related to what is going on, how it happened, or exactly when any of the actions took place. The only thing I have to go off of is when I found out what happened, and saw my account that day, and the absurd amount of Charge Back Notices they’ve emailed.
Soon after I made the initial phone call, Intuit blocked that account so it was not available to me any more. As I mentioned, my local Sherriff’s office sent them a subpoena, which gave them 30 days to comply with, and they sent nothing. Which tells me that they are definitely hiding something. I haven’t heard back yet from the FBI, but am still talking with the sheriffs office, and he said its probably going to take a while to get this figured out. His response to me was to wait and see what the FBI comes up with, and then proceed from there. I hate having the feeling of owing someone money, but I guess when it was stolen, and never in my possession, I shouldn’t feel bad.
Intuit sure tries to bully you into feeling guilty about it though, really a sucky situation.
It is just beyond belief that they are trying to pin this on us, as it is just bad business practice from Intuit, and will probably hurt us as small businesses, what a joke!
As for a class action law suit, I’m in, but as I mentioned, the sheriffs office has asked that I wait to do anything until we hear back from the FBI.
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Basically same story, same time frame Nov 2015, located in So. Cal , made a police report, got a case #, continue to receive emails with charge backs and fees. Lost over $16K of payments for services provided, hackers charged over $30K in fraudulent charges and now receiving letters from Intuit….Letter one dated 1/20/16 Second Notice immediate payment required $3206.99, letter two dated 2/4/16 Third notice immediate payment required $6751.99, letter 3 dated 2/17/16 Final notice blah blah blah…$11,276.99… am I the only one think WTF?? First of all I NEVER got a first notice…and in a 30 day period they quadrupled the fees….INCREDIBLE! Intuit treating their merchants worse than the criminals. Sad but true!
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Hi Pauline,
I was able to reach out to Mike in Cambridge, Maryland, as well as another gentleman based in Florida. It seems there’s TOO MANY instances of us being hacked and fraudulent charges being made the responsibility of the merchant, rather than Quickbooks/Intuit. Something is wrong here. I’m based in Pittsburg, California (Northern California), and with Mike and Gray we are trying to organize everyone who does wish to approach legal counsel with our package and see if this merits class-action.
My story is similar to everyone’s except my “financial liability” according to Quickbooks isn’t as high at $2,774.45, however, I don’t believe in paying it, because QB reached out to me saying there was suspicious activity and that my bank account was being changed too frequently. Then I started receiving emails from individuals and businesses saying that they received charges from me. My account was terminated yet Quickbooks is holding me responsible for the charge backs and has forwarded my file to collections. I don’t respond kindly to their strong-arm tactics. Ridiculous….
I am in the same situation as many of you . My account was hacked as well . I am very interested in information on the class action suit . My business is in the panhandle of Florida .
Any information on this we greatly appreciate it .
Beth,
I work for a merchant services provider up in Gulf Breeze so I’m local to your office. If you’d like to contact me regarding your hack please do so as I’d like to see exactly how it happened. Have you run a local security scan of your network or opened an email about a past due invoice that was attached in a zip file?
Keep an eye out on your mail for the next few weeks, My total “owed” quadrupled over a three weeks time. I am definatley interested in joining but would rather not be in charge, of any and all legal action against Intuit. My office # is [REDACTED -personal contact information] please feel free to call me directly to discuss this. I still have not gotten anywhere in my investigation. Thanks, Pauline
Le Shang, my story mirrors almost all of these same time frame of fall 2015, We do have some good evidence against Intuit that proves how breachable they are. In dealing with them they sent us a complete strangers information, enough we could take one of them to the bank if we were that way. It was accidentally sent to us in response to us requesting the information they had on us. They are into us for $64,000. 2 identiacal 19,999. type charges all made within 24 hours, on some other bank across the United States from us. Please update me on any progress anyone is having. They have crippled our credit, and hurt our business due to collections. Thankyou. Trish
I found out last month that they did in fact dump the “balance ” on my credit report as a collection, you all know financing is next to impossible once that is ther. This is extortion, I am in the process of dumping quick books and migrating over to xero.
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I am in the exact situation as the rest of you My case has been going on for 7 months and my husband wants to settle just to be done with it. I disagree. My merchant account was hacked, they got over 3K in sales for a week and fraud cards to the tune of 18k. Intuit was able to get some of the chargebacks refunded but I’m stil liable for the balance on top of my losses. Is there a case with the fbi I should know about. My local law enforcement filed a police report for me, for grand larceny for my area. But wouldn’t file anything else because of the jurisdiction.
Adding to my previous comment. My hacking happened in July of 2015 and August, we called in on August 1 noticing something was wrong. We were told by customer service there was suspected fraud on our account. We told them to shut the account t down, we were told they couldn’t as
The risk/fraud dept. was closed this was a Saturday. They literally let the fraud continue. Now I’m on the hook for thousands. Apparently their risk/ fraud dept. is only open Monday-Friday to 7:30-4:30pm. There has got to be a way to get this investigated. I got the same bs about the terms and conditions and they were contracted to shut the account down.
Please keep us updated on your status .
My small company has the same story as many of the complaints on here. It actually sent my company to a collection Agency .
they are insisting we are at fault . We had a credit limit of $5000 daily. The charges that were made almost triple that in should’ve been a red flag . I had no knowledge that another account was opened up or the charges were being made .
This company is terrible!
This happened to me to! In January, I filed a complaint with the secret service which handles financial fraud. I noticed today that they have filed a collection account in my personal credit report, so if anyone knows of an attorney handling a joint claim about this, please let me know…Around the end of 2015, I looked over my Intuit payment account to reconcile the payments that I had received during the previous week. It was at that time that I noticed that 10 different cards had each been charged $19,999.00 each. Most of the cards had been declined, but two of the transactions had been processed. None of these cards were belonging to any of my clients, and all the transactions referenced confirmation zip codes outside of my area. Intuit security never caught this, even though an average charge from me is $50…As soon as the California Intuit fraud department opened the next morning, I called them. The representative told me that someone would follow-up with me in 24-48 hours. I asked him if we could reverse the two credit card charges, but he advised me that because they had already been finalized, they could not be voided. I asked to speak with someone in the fraud department immediately about this. Initially resistant to my request, I was eventually transferred to a man who identified himself as a case manager. I explained what had occurred on my account. I explained that the criminal’s bank account information was still in my account (as I had never changed it back to my bank account numbers), and I asked if we could try issuing a refund at that time, in case that criminal’s bank account had not been cleared, and the victims could get their money back. He told me that if I tried to take any action like that, then if the funds were not available in that bank account, that I would be liable for the debt. He advised me not to take any action and they would handle it…Two months later, I received a letter from Intuit advising me that I owe them $40,000. Two months after receiving that letter, hours on the phone with them arguing my case, I now have this on my credit report as a COLLECTION ACCOUNT! Intuit is AWFUL!
This happened to me to! In January, I filed a complaint with the secret service which handles financial fraud. I noticed today that they have filed a collection account in my personal credit report for $40,000! So if anyone knows of an attorney handling a joint claim about this, please let me know.
Mary, please read my post above and contact me.
Store owners, beware! We own a school band and orchestra store that gives lots of music lessons. The store celebrated its 40th anniversary last year, and our city’s mayor proclaimed a special day to mark the event. This year, we are defending ourselves against a charge by Intuit Corporation that we stole nearly $40,000. (We didn’t.)
In October 2015, we became aware of a computer fraud involving Intuit’s merchant service center. As the crime unfolded, it seemed almost cartoonish in its scope: two credit card charges of $19,000 each (when our average ticket is $80); nearly $40,000 of charges in a few hours (when we’d set our account limit for a whole month to $10,000); credit charges (when we do nearly 100% bank transfers.) In our opinion, it was clearly fraud, and we diligently notified Intuit Payment Systems.
Over a three-month period, Intuit Merchant Services customer support staff repeatedly told us, verbally, not to be concerned, that our account wasn’t at risk. Imagine our surprise when we received a bill for $40,000 in January, with threats to turn the account over for collection and legal action. We were accused of having stolen the money ourselves.
We were told by Intuit’s Collection Department that the fraud worked like this: one of our store emails was compromised. The thief used the stolen address to email Intuit Payment Systems and request a change to bank routing information for our store’s Intuit Payment System merchant services account. Intuit Payment Systems, we’re told, verified the change with an email requesting the last four digits of the owner’s social security number and birth date. We never received the email, but the thief did, and replied with the requested information. Intuit changed the bank routing information, two $19,000 credit card charges were submitted using stolen card numbers, and Intuit sent nearly $40,000 to the thief’s bank account.
We aren’t merchant services experts, but in our opinion, Intuit made it pretty easy for the criminals to alter the bank routing information. Again, just our opinion, but we thought Intuit Payment Systems was committed to respecting the limits we had set to protect our business. We also believed that Intuit was monitoring the account for fraudulent transactions.
In the end, the credit card holders’ banks refused the false credit card charges and returned charge-backs. Intuit was presented with a $40,000 bill, and they sent the bill to our small music store.
We are trying to work out a settlement agreement with Intuit. While we wait to see what this multi-billion dollar, international corporation will do next, we’re grateful that the fraud didn’t impact any of our customers’ accounts, just the store’s. We have been thankful for support from our local bank. We’d recommend fraud insurance for any store owner, and we’d recommend careful choice of a merchant service provider.
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I want to tell you all about my story, I published yesterday, before reading all of these that are related to almost identical. Except when my account was hacked, the hacker charged over $40k in charges, 20+ times, over a 3 day period. I have a $6,000.00 per month limit, and yet I had to actually catch the wrong and make the call to Intuit. This happened in November of 2015, which Intuit also told me that I would have received an automated email telling me my bank account had been changed, which I never did nor can I find it.
I waited for a few weeks, and gave Intuit a call again and they told me that I am responsible for the over $40k in fraudulent charges plus their ridiculous fees for each one.
I contacted my lawyer, local sheriffs office, and bank. The local sheriffs office sent a subpoena to Intuit, with much delay, and is still waiting for any information. What really gets me, is that Intuit has never given any thing other than an email and telling me this info over the phone. No real explanation in writing, a typed letter explaining the situation, nor any real detail as to the actual amount total, or any dates as to the account change.
So at this point, my local sheriffs office has now contacted the FBI in California, and they informed us that this is happening to others, which I have now read and see that this is definitely a problem with Intuit.
If you haven’t yet, please call your local authorities, and see if they will get in touch with the FBI to let them know that there is something suspicious with Intuit, whether it be a lack of customer support or internally corrupt, but something more needs to be done, as Intuit is not in it for their customers, only themselves.
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Hi
I was curious if you come to an agreement with Intuit. Your situation is almost identical to ours.
We had a $5000 limit and they allowed someone to open up another bank count in charge for $30,000 a fraudulent transactions .
we were also told not to worry and then sent a demand for us to pay the chargeback .
I have currently sent us to collections .
Still believe this is something internally going on within their company . There are too many stories exactly like ours .
Thanks for your time and I look forward to hearing your response .
Beth
A customer of “Quickbooks online” for over 2 years with a great relationship. Until… I get an email to say that a batch deposit of $9,830.00 was being deposited into my account. Only problem is that I hadn’t processed any cards in since beginning with intuit with exception of two initially to test the waters and only because I was sent the reader without my request of such service. Two years later (current) a fraudulent batch is processed using that account and to which I am being told am completely responsible for the balance and that all of my future revenue will be held until that figure is recovered by them ! The story twists and turns in too many ways to print here but the overiding theme is unimaginable hold times, to get conflicting misinformation or at times 3 hours of hold time to be told I have the wrong department and the like over and over and over. For 39 days and counting. My income in transition was swallowed up by them, my deposit account was attempted to recover roughly 10k dollars in an account that had less than $100.00 incurring 120.00 in NSFs. Of which half of those funds that were attempting to be drawn from me were in reserve at intuit to be repayed to the matching cards that were disputed, essentially double dipping and their answer is that “the system” does that automatically and they have no control! Well guess what someone is resposible for programming that injustice at intuit! So revelations are made (can’t confirm intirely to be factual) and I bow to the notion and agree to a repayment plan to own their loss and am told that my bill pay service will be restored within an hour by two different representatives 12 hours apart (after much more aggrevation). Now a third says 3-4 days It’s Dec. 18th! It is my opinion that a well run company would have resolved this issue in a matter of 2 weeks tops instead I am at the 39 days, still unresolved and now I have 25 invoices in cue essentially nearly all of my efforts for that time waiting to be processed with little to no income with a 3 1/2 yr. old, a 9 yr. old and a 15 yr. old expecting Dad to provide Christmas and it now looks as though my access will not happen soon enough for me to send and recieve those payments in time to provide the kind of holiday that no doubt all of the “intuit” employees will enjoy. Seathing anger and frustrations without bounds. It is my new goal to tarnish intuits efforts as they have so carelessly harmed mine.
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I am hearing all of these stories and have my own similar type experiences which I typed here. I think it is time to formulate some sort of plan bring a class action against Intuit. It is utterly absurd what this company has done. My own experience was such an outright lie on their part, what they did with the over $27,000, the hassle it caused my company, the fact that I had the MN Attorney General’s office send them a letter, that I am thankful I am no longer doing business with them.
So what would be the next steps?
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How did you get the MN Attorney General’s office to help you? I contacted the CA Attorney General and they said I would need a private attorney since they only deal with consumer issues and not ‘business to business’.
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Not sure if you got my reply when you I saw your post but in MN I had to call them; they filled out a form and it went from there. It ended up costing me at least $5-6K because I had to cover additional stuff; etc. Then 5-6 months later they shut my account down because I wasn’t processing anything; which wasn’t true. I was processing regular monthly stuff; the guy on the phone looked it up and said yes you are right. When I asked him why he stated – “We can’t deal with the past. We can either move forward, or you can go somewhere else.”
I knew what was about to happen next and it did.
“Sorry we can’t use you because your credit score is to low.”
Pssh. My bank had ZERO problem when I signed up with them.
Our account with Quickbooks merchant services was hacked. We were charged back by someone for $4,500. Intuit also charged us several hundred dollars in fees for the charge backs. Intuit said they know the bank but can’t tell us that. They must have the bank account and a way to track who is running this scam. Their customer service told us they can tell it is a breach, but told us to get a lawyer as all of these charges will go to collecitons unless we pay them. (And of course its a few dollars below our insurance deductible for data breaches).
Chris,
If your account was hacked then multiple accounts were hacked, unless you were specifically targeted. Do you run QuickBooks desktop edition or online edition?
If you’re running the software locally then you may have downloaded malware that was designed to detect account access information. If you think about it though someone else using your QuickBooks to charge a card for $4,500 is kind of a waste of time considering the money would be deposited into your account, not the entity that developed the malware (whether a group or individual).
If you are on QuickBooks online then your network may be infected with similar malware and gained access to your online account. However if your network nor computer were infected and the breach is on Intuit’s side then the problem is far larger than you can imagine. Can you be more clear on what happened?
Chris and Eric
my merchant services was hacked as well, this definitely was a security breach on intuits end, I only used gopayment, I had nothing
integrated, I do not use QBO. Several other people have reported the same issue on intuit’s facebook page and the consumer affairs website with everyone reporting similar stories of banking info being changed, email accounts be changed or rerouted somehow and none of us had gotten any communications from intuit to verify the account changes were done by actual account owners, in my case intuit allowed fraudulent charges to process through my account for 12 days, there were single charges upwards of 15,000.00 and my processing limit was only 25,000.00 so in first three days after the hack my limit had been crossed over and still nothing from intuit, during this time I only had a couple of legitimate card sales through my business and didn’t really think anything of it that they were taking a little longer to post to my account as this is not unusual either for intuit….sometimes they post in a day other times it’s a week. My account is set up for in store purchases only, I do not do internet sales or card not present sales of any kind which according to intuits own merchant services agreement you must apply for and be approved for an account that would handle such transactions, yet every fraudulent charge that they processed was obviously through an avenue that did not require the use of my card swiper and in the 4+ years that I have been using gopayment I have never had a card sale more than 3000.00, in fact average swiped card sales for me is between 400.00 and 2000.00 and again according their own published security measures they supposedly monitor this type of activity so if something out of the ordinary should start to appear they can notify us, well I guess three suspicious charges in 2 days totaling more than 37,000.00 didn’t look suspicious enough or out of the ordinary from my usual charge habits to warrant a phone call or an email or anything to validate whether the charges were in fact mine, needless to say I immediately closed the bank account associated with the merchant services account so to date I am in negotiations with the risk management to have this resolved internally, but haven’t come to an agreement yet, because I refuse to back down and be held responsible for any of the chargebacks that have not been recovered, since this incident and other reported incidences which all seemed to have happened in October during the same time frame of the 7 through the 22 intuit has tried to cover this up and furiously back pedal by adding an “extra” layer of security by sending emails containing a code which you now must enter to verify everything about your account which has been an epic failure…again check out all the posts on their facebook page, but yet they continue to put the screws to the people who got hacked….lets not forget this is the same company responsible for the turbo tax hack, yet they deny, deny, deny. so we’ll see what happens!
Hi Pam,
I was wondering if you were able to resolve your issue with Intuit? I have almost the exact same issue with same timeline.
Please let me know.
Thanks, Beth
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I am not paying Intuit and am also requesting that Intuit pay me the $10,650 of intercepted legitimate transactions. I continue to receive bills from Intuit and have yet to resolve the complaint.
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no Beth, we have not come to a resolution yet, I contacted the office of the president which immediately “escalated” my case to a risk manager and we have been back and forth, and I have told them out right I will not accept any agreement to pay any fraudulent charges, and have told them “WE” are all very aware of each other, many of us have been in contact with each to share information. as usual communication is less than stellar and I have been dogging the manager assigned to my case
and last week when I got no response from her I tracked down the CEO’s Linkedin page and send him a message….15 minutes later i received a phone call from his personal assistant,…next day I had an email from my case manager, with no further information of course but that they are still “investigating” ….so that is where I stand at the moment, but they have not heard the last from me…I will keeping pushing and pushing, if I don’t get a satisfactory agreement, I will move on to the board of directors!
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I also have had my account hacked to the tune of $16,000. They changed my account # and bank without any notification to me. They claim I received an automated email but no record of it anywhere on my computer. I asked for a copy of the email and it is very impersonal and unprofessional. I deal with intuit for Quickbooks and payroll and no problems, but whoever they have doing their merchant processing, needs to be fired. I have notified Lifelock, the FTC, the local police, and the credit bureaus. However, not getting anywhere as of yet. Just the simple fact that a bank account can be changed without lots of security measures in place should be of great concern for everyone. I see there are lots of these reviews with similar stories. Something needs to be done. I definitely would not recommend them to anyone!
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OH my gosh, me too! We have been negotiating the charge backs because my small company can not afford the $20,000. of fraudulent charges they say I now am responsible for. They want me to pay at least 55% and sign a confidentiality agreement and waive any rights I may have under section 1542 of the California Civil Code. I have no idea what to do; my lawyer bills are racking up and I feel like I may lose everything.
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I’ve had the exact same situation as everyone here on this thread. Fraud first occurred on in late Sept and early Oct-they changed the bank account and routing info on my account as well and Intuit says an email was sent but I received no such notice. I have filed a police report and received a 3rd notice and threatening to send all these chargebacks to an outside collector and damage my credit report. Unfortunately about $800 of legitimate charges got directed to the hacker’s account too along with $80K he/she charged on 4 credit cards in their possession, all $19,998 each. All fraudulent monies were NEVER in my possession but Intuit continues to try to collect from me. Per Intuit’s Merchant Agreement, you can write in for an investigation of billing errors which I did but it came to the same result and at the time the fraud occurred, Intuit’s security was very lax. I noticed they updated all their agreements (Acceptable Use Policy and Merchant Agreement) as of November 2015 and put in place a significant amount of security measures now. Next step is to get legal representation.
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I’ve also been dealing with this, and have been put on the hook for the tune of $15,000 or so. They say I’m responsible for the chargebacks, full stop, no negotiating. Is anyone planning a class action suit of any kind? Why should we have to pay out for crimes committed AGAINST us?
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I have had a chargeback due to card not present, sent Intuit all emails and substantiating docs (due by 11/16), how long does the process take?
My account was hacked, bank routing info was changed and I was never notified. The same people that changed my bank routing info also set filters in my email so I wouldn’t receive notifications from quickbooks. I insisted quickbooks shut down my account which the rep said wasn’t necessary. The rep said I needed to buy new software to fix the issues (which I did for $741.99) yet fraudulent charges continued. After about 25 hours dealing with quickbooks they finally suspended my account.
Unfortunately quickbooks laissez faire attitude has done some serious damage. Currently $83,496 in fraudulent charges have been paid out and $10,650 of legitimate transactions have been intercepted. Now quickbooks is billing me for the charge backs?
I alerted quickbooks to the suspicious activity immediately and asked that the account be suspended. Furthermore my account states that my limit is $35,000/month (it also states that I can continue processing beyond $35,000 unless suspicious activity is detected). I have used quickbooks for about 25 years and have never processed more than $35,000/month yet all of a sudden i exceeded that in 2 days. Seems suspicious to me! My bank account has remained the same as well and all of a sudden that changes. Another red flag yet quickbooks let it continue.
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Chris
This has happened to my company as well… They are claiming we owe them over $25.000. They have allowed someone to open a bank account in our name. They also will not give us any information. Please let me know if you were able to resolve your issue.
Beth B
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Dealing with the exact same shit!!! Desktop QB merchant account was hacked Nov. 5-13th 2015. QB alerted me after my bank account and routing # was changed twice. They told me same thing do nothing so they can investigate, meanwhile the hackers charged over 32K worth of charges and My 16.300.00 of legitimate charges, I was told were being held. Come to find out just yesterday $8912.00 was actually funded into the hackers account and and the $7400.00 they say is now $4500.00 because of charge backs and fees. And the $8912.00 is just gone because it funded into an account, apparently it doesn’t matter who’s account!!! We are a small service type business, that keep in mind, labor and materials have already been paid out of pocket for these jobs and QB thinks $4500 out of $16300 is better than nothing. WRONG ANSWER!!!! I’m SO sick of dealing with this!!!!! but it does give me a little comfort knowing that we are not alone! QB tried to tell me how it was my fault< I should've been monitoring my account, monitor what?? it got hacked through them, not me! I can't even access my merchant account now, it just disappeared, but I did run reports before they hid it to me so I can see all of the fraudulent charges :) YAY ME! Oh ya and all the charges the hackers charged were on the east coast, yep…I've gotten phone calls and been accused of stealing their credit card #'s!!! All my jobs are within 25 miles of my office in CA!! I have notified my 3 customers of the situation equaling the 16K and one just called me and told me her CC said they will not reverse the charge, she can't deny the charge, they are not refunding, and not to pay me an optional way, but to wait for this to be resolved. I don't see this ending anytime soon and I'm Pissed! I'm all for the class action! I'm filing a police report and probably need to contact a lawyer too. Sucks!
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I think its time to start a class action law suite against Intuit and stop their stealing from the small businesses. This is BS. 3000.00 stolen from our company and intuit says its your fault and we are not giving the money back even though there are receipts showing these charges were legit and belong to our company.
Nancy,
If Intuit removed $3,000 from your account out of nowhere then it’s possible that it was a chargeback. A chargeback is where the cardholder or issuing bank disputes the validity of the transaction. Typically if the cardholder disputes the transaction then the funds are removed from the merchants bank account and a dispute resolution form is mailed to the merchant. If you did not receive this notification in the mail or via your online access then it may be too late to contest the chargeback.
If you have signed receipts for the transaction then contact Intuit’s chargeback department. With your online access you will see a notification for a “case event” which is a clickable link to see when and why the chargeback occurred. They will fax you a chargeback dispute form with a case number to which you will have to reply with the signed receipt along with a detailed description of the transaction. If the chargeback sides with the bank customer two times then the dispute escalates to the card brand (Visa, MC, DSQ, AMEX) directly as a final verdict. If it’s an American Express chargeback though you may be SOL because I have yet to see a merchant win a chargeback on an AMEX transaction. Hope this helps your scenario.
My situation was a little different. We never did charge these amounts to anyone. We just suddenly got hit with “chargebacks”. $4,500 worth of them. We have never charged any credit cards with the numbers or amounts they say. The problem I have is Intuit won’t help us resolve this by tracking down the cards that were involved and the bank accounts that were used. This was a data breach on their part, I believe, and they told us to get a lawyer and issue a subpeona to them, or this would go to collections and they would damage our credit. Why can’t Intuit track this down or at least notify the FBI? It seemed to me intuit doesn’t have anyone to deal with this, so they just pass it on to their customer. Yet I can’t get anything out of them to start investigating any of this.
Nancy,
I went through the same thing back in August. As a small business I don’t have the financial resources to simply pay the extortion rates to quickbooks. I did close my account only after the second breach, now I am on the hook for $4ooo.00 in charge backs I never collected. I think I speak for all of us not having the financial means to keep paying for fraud on their end. So after 2 hours on the phone with them I closed the account, I told them I was not confident that they had my best interest in mind and didn’t want them taking money that didn’t belong to them. As they were verifying my account again…this is when they noticed that the hackers changed my account info. This was the second phone call with them, it hit me that they possibly are allowing this to happen to collect early cancellation fees (possibly).
So if any of you want to start some dialogue for a class action lawsuit please contact me at the email provided.
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I stumbled on this page as I was looking for the Intuit website to refer a friend of mine to their services. I am really surprised by all of this negative feedback. I’ve been an Intuit merchant account client since opening my professional firm 12 years ago and have had no problems. If I must recount my earlier years, I did have a few problems, but I can only assume that it was because the account was new. There were holds placed and limits set that I abided to, and over the years, I’ve seen those limits removed.
When you apply for the account, you tell them how much you want to process and they approve you for a certain amount. I was approved for $8,000 earlier in my relationship, and should I go over that amount, the deposit was held for a week. Now, I’ve charged upwards of $15,000 without problems. I can only guess that, after 12 years, they now realize I’m not a risky client. Even when I had one horrible client allege my charge to her card was unauthorized, I was able to present an exhaustive amount of supporting document to show that that horrible person was lying and was just trying to get out of paying me.
In any case, I felt I needed to be at least one positive voice in an ocean of naysayers as I frequently recommend Intuit to friends and clients. I only use the virtual terminal, however, so I’m not sure how much my experience would differ using their other services.
Yep that is how the relationship started for my business as well and I was with them for 8 years. Never had a single problem PERIOD; always processing and then BOOM gone. Had to file with the Attorney General’s office. Then they just shut me down without any notification saying I hadn’t processed enough even though I was and they even acknowledged the error then refused because suddenly my credit wasn’t good even though it was.
Now there is what they are calling a “glitch” where they charge a customer’s card twice. Really? It is not just that, the charges go through twice once for the valid charge and then again for the next customer. so…… you don’t get paid for the second one unless you call that customer and try to explain. Good luck keeping that customer or the one that was charged twice..
I am writing this to not only get this issue resolved but to also warn any business that attempts to use this merchant for credit card transactions for their company. Normally I have used Cornerstone, with epn mobile processing and have never had a problem but I saw this for my husbands small business, Intuit Quick Books Payments and the fee was cheaper so I thought I would give them a try. So we signed on with them. In the past week of having the card reader they sent, which was free so another reason we were inclined to use them, we have ran 3 transactions. Each of which are being held. The funds have in fact been taken from our customers bank account, because I called and verified with them. HOWEVER Intuit Quick Books payment’s are holding that money.
I have contacted them several times today to resolve this. One call to them and I was on hold 1 hour and 5 minutes, and I am not exaggerating because I recorded the time and took a picture of it. The phone died and I had to call back late for a hold time of 1 hour and 20 minutes. Once I got through they said they are holding the funds until they can verify our business, which I then gave them not only our State business license number but our contractor number as well. They then said they needed to verify the customer authorized the charges. Which is preposterous because it was a direct swipe with the customers signature. They proceeded to request an invoice, customers billing information and their phone number. Theses were on the invoice they asked me to send. My husband later in the day gets a phone call from an upset customer of ours saying that the company called them and put them on a 28 minute hold and wanted to verify the transaction. They then told the customer that his authorization wasn’t enough and they needed to be in a 3 way conversation with not only them and him but he needed to get on the phone with his bank and they could talk to them. They to this moment have still not given a release on our withheld transactions. They will not only cause frustration and not deposit funds that have been taken from customers bank accounts but have you on hold for 2 and a half hours, call your customer and make them upset but cause you lots of problems. We have still yet to receive our funds.
First off all, you pay exorbitant fees for the convenience of integrating to Quick Books. I have had nothing but problems in the 15 years I’ve used this service. I receive no notifications of any changes to their system or pricing. I closed a bank account several months after opening a new one, made sure all transactions were going to the correct account, and then a year later 10K worth of funds went to the closed account. I just upgraded to the newest version of Enterprise because my Intuit merchant service account would no longer work with v2013 only to find out that I can’t use it with v2016 unless I pay for a $900 support plan. I am a single user.
Intuit QuickBooks Payment Services and specifically their recurring charge modules are the most ridiculous waste of time I have ever experienced in my life. They have issues constantly, cannot explain why they have issues and then defer the problem back to you while stating their system is working fine. Some months they post transactions, some months they don’t and when you call them you get the dumbest people who have every populated the planet. DON’T JUST RUN AWAY FROM THIS COMPANY, COMPLETELY STAY AWAY FROM THEM UNLESS YOU WANT TO DRIVE YOUR COMPANY INTO THE GROUND! We are in process, after 8 years of their crap, in changing to a reliable provider. Once again, do not even entertain signing up for their lousy, useless system.
***DO NOT USE. The is a fradulat company they held my money for over 10 days. In the end I had to ask them to cancel the transaction so I could find others means to pay. The refused and hung up the phone on me after waiting 2 hours. They have put my business in a hard situation due to the fact that is was a high dollar transaction and equipment. NEVER USE AGAIN. DO NOT USE***
This is a fraudulent payment center. It has been a nightmare for our company and for our clients. The customer service is untrained and disorganized. This company held clients money and refused to repay. They should be under investigation for bad practices
I’m hoping for better results but am going down the same path. The agents are alarmingly ignorant of the service they offer and of the process. In card-not-present transactions they have asked for a copy of the signature and the specific name on the cards used to make payments through their payment portal. It didn’t seem to have occurred to them that one of the reasons someone would agree to use a payment portal would be to prevent providing their details to the merchant. They then went on to tell me that all business transactions us a card in the name of the business named on the invoice and all personal transactions use a card in the name of the person named on the invoice. That’s absurd. I use my personal card to charge hundreds of transactions where the invoice in in the name of the business each year and most other business owners I know are doing the same thing. They then claimed they needed to look into my multi-decade old business to decide if they could process for us. That’s absurd too, what was the application process about and why did we receive a confirmation that we had been “approved”. Unlike some of the people who have posted here I was calm and collected throughout so am hopeful that I may not receive the predatory treatment some of you have. As the conversation went on, and following several transfers and conversations with other individuals it became quite apparent that the agents seem to be making a lot of their responses up as they go along. There’s no consistency and there’s no sense to much of what they are saying. It a few thousand dollars but I am in the fortunate position of being able to wait to see what happens. It’s not looking good, they are already outside the timeline they set for themselves to respond.
I need to really look into these hacks and the controls in place to prevent unauthorized bank account changes from being made. Surely it can’t be that simple. If it is, the people running this are incompetent. Even the simplest of two factor authentication or confirmation schemes would resolve much of it. On the surface it seems there is tremendous financial reward to Intuit in all of this. The elephant on the couch is that some of the people here seem to think Intuit is making a business out of this. As hard as I find that to believe, there is so much continuity here and elsewhere that a small part of me wonders. I think Intuit should address this in no uncertain terms, explain the security, explain the vulnerability and explain clearly how we can transact business safely using their systems to avoid becoming victims of their very non-standard requirements for complete an unbridled access to our bank accounts. I’d readily accept two factor authentication at every vulnerable point rather than find myself in the mess many hundreds of people and small businesses seem to have been placed in over the past few months. One thing for sure, there is so much continuity in what is going wrong that it seems clear Intuit will be working against you, not with you, and that their focus in on profiting from whatever is going wrong more than it is on preventing it from happening again.
Maybe it is time to reconsider, and, for those who have not yet taken the leap, to look before you leap. if signups taper off Intuit will be forced to to turn a good idea into a good service or to open the system up to third party partners who can.
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I own a seasonal business (garden center) which operates 4 months a year. I purchased the POS from quickbooks and signed up for their merchant services. HUGE MISTAKE! I requested to suspend our merchant account during the months that our store is closed so I can avoid the monthly $20 maintenance fee. I was assured from Intuit customer service that when we are ready to reopen I should call their customer service department 24 hours in advance to reactivate the account. I notified them a week before our spring opening. Monday, our opening date, we couldn’t process credit cards at all. I called their customer service. After I was placed on hold for about 30 minutes, I was told that my request was pending to reactivate the account and by Wednesday everything should up and running. I was also told that their customer service dept was short handed and that was the best they could do. I was furious. I was supposed to turn down business because intuit was short handed! Ridiculous! I demanded to talk to a supervisor, but nobody was available. After spending over a hour and half on the phone arguing with their customer representative, I was told that he would talk to his supervisor and call me back. Later the same day he called and told me that he had to “pull strings” but my account was running. Yesterday, Mother’s Day, historically the busiest day in our business (we are selling flowers) our credit card processing wasn’t working! We had customer lining up to pay and we couldn’t process their credit cards! The message in our system “invalide signon” The only sales we could process was only cash! We had to manually right on a piece of paper items sold, make a copy of their credit card and call later on for an authorization number in hopes that the transaction will go through. I called their merchant customer service to seek help. Their office is closed on the weekends!!! We had to deal with this mess for over 2 hours. Some customers walked away, when they heard “our system is down please be patient”. Monday I called their customer service to find out why this shut down happened and how to deal with it next time if it happens. After been on hold for over 35 minutes, I was told that they are closed on weekend because a lot of their merchants don’t operate on weekends so there is no need to stay open! Nonsense!!!! How a retail business is closed on weekends? I asked to talk to a supervisor. Guess what? nobody was available. I was placed on hold for another 20 minutes while she was investigating the reason of the “freeze”. She never came back on line. I hanged up more mad than before I called them. DO NOT USE THEM!!!!!! Do yourself a favor and find another processor, to avoid stress, lack of response and expensive fees. Their statement is a complete nightmare. I spend over 2 hours to reconcile my bank account against their statement and my money doesn’t get deposited within 24 hours after closing date. THEY ARE A RIPOFF! SAVE YOURSELF AND AVOID THEM WITH ALL MEANS. WORSE CUSTOMER SERVICE I HAVE EXPERIENCED WITH CREDIT CARDS.
This is a terrible company. After closing business somehow got charge backs when we were a subscription business so no such thing as a chargeback
Richard,
Unfortunately you are not correct. A person can issue a chargeback on ANY transaction they were charged for regardless of whether it’s a single purchase or a subscription. Doesn’t matter if they signed a yearly agreement either. You do however have the ability to fight the chargeback by providing their chargeback department with any documentation proving that the card holder authorized you to process the transaction. I do agree that Intuit is a terrible company because they don’t tend to disclose the full cost to accept payments.
Absolutely the worst customer service I have ever experienced. They have held $774 of my company’s money for over a month now and are not releasing it. After spending nearly an hour on the phone, you finally think you’re getting somewhere, only to get shut down. They always say they are going to help you and never do… they always state they will call you back and never do. Several times after spending nearly 3 HOURS on the phone with someone over there, they realize that they do in fact owe us the $774 and then do nothing about it. Absolutely ridiculous! A horrible company to do payments with.
STAY AWAY!!
Blake,
I clicked on your post and it navigated me to your site which is still under construction but I get the jist of your business type. Are they holding $744 because it exceeded your high ticket or was there a customer dispute on the transaction?
I am a small business owner who has been using gopayment since 2012 with no problems. Until now! I opened a new Quickbooks online account as my business will be growing this year and my CPA thought it would be helpful. When I set up the account, it automatically assigned a new merchant number and set up another account. I did contact them about this and the customer service agent seemed unconcerned about it, so things went on as normal.
on 3/27/15 I received a notice from my bank that a $395 charge had been submitted to my account from intuit. When I looked online at the merchant account, I could not see any charges for the month at all so I called customer service. There is always an incredible hold time to speak with anyone at Merchant services ( I have learned in my long untangling process) . Once I got someone on the phone, she took some time to uncover that the account had been closed by Intuit because their bank no longer accepts credit card processing from my type of business. I explained that my other account had not been closed what was the difference? Basically that it was a semantics issue and that I would have to call back and speak to someone in Risk Management and of course they were not in at that moment and she could not have someone contact me.
I did call Risk Management on Monday and spoke with someone who after a long holding process could not give me answers and needed to do research. I could not continue to hold so she said she would call me back soon. She left a message at the end of the day with no information really, she just confirmed that the $395 was the account closure fee and If I had questions to call back! I did call back and spoke to another individual who was much more helpful and gave me a case number to refer to and said I would be credited the fee. All I needed to do was send an email with proof that I had actually been debited (really, I am wasting this much time on this and how would I know about this process?) Anyway, I immediately sent the email with the copy of my bank account to verify the debit. And she told me I would have to make another call to make sure the correction was processed to yet another department (Did I accidentally call the city or state and forgot?!)
But there is more!! I did call back the next day to Merchant services department to make sure they were processing the credit They could not read the statement well but after my angry outburst of all the time I had wasted already and why hadn’t someone simply contacted me if they needed another copy, they agreed to process the credit. I received another case number and they said it should happen within 24 hours.
Yay for the happy ending! Oh but not so, they debited me again!! So now they have almost $800 of my months income (small business remember) and when I call yet again they tell me it shows up as a credit. So I have to send another statement showing the 2 debits and get yet another case number. He assures me if I send the statement right away it should be corrected within 24 hours. I sent the statement immediately making sure to enlarge the print and make it clear. Here I am today, 2 weeks after the first debit, holding yet again for the 6th phone marathon. He told me that the account showed the second debit to only be pending, so that was probably why it had not happened. Why wouldn’t someone have contacted me if they needed more information, this is a recurring theme! After my angry and frustrated rant about this horrible customer service experience and 6 phone calls, he pledged to resolve it for me today. Still holding…….
What type of business do you run where they shut you down without notice?
I am a licensed professional counselor running a private practice since 2012. They did indicate they had sent an email but I did not receive one and though I asked repeatedly to get a copy of this, I was never supplied one. The reason they gave was that the bank told them they could no longer accept payments from this business type.
Hmm, that’s weird because your industry is not any where near close to being on a restricted list or high risk. Are you swiping transactions or keying them in manually?
I mostly swipe but do occasionally have to key cards. So the card is present 99% of the time and I am actually swiping it in my office.
Does anybody know if there is an agency that regulates the credit card industry? I have contacted the NH Attorney Generals Office, The state Banking Commission, etc. and no one really seems to be able to help!
DO NOT use intuit. They are rip off artists and customer service sucks! Recently a sales clerk made a mistake on a credit card transaction but fixed it right away with customer still present. Intuit automatically debited my checking account $2543.74 and they will not give it back. I have been treated with a total lack of respect. Spent four hours in the phone with them and got no where. They would not negotiate or anything. It seems to me as if they completely ignored my situation and were not receptive at all to anything that I had to say. I just think they were very unfair and did not handle this situation well at all and will most likely be losing my business.
Can you explain the scenario a bit more? For a voided transaction you should not have to pay the fees on the initial transaction.
To the best of my knowledge it was handled as a voided transaction and I still have not gotten a response from Intuit.
Did you process the void as a return? Or did you select void as the option? Whether you’re on the Tiered (crappy) or Interchange Plus (not crappy) pricing model the initial “rate and auth fee” aren’t billed. However if the transaction settled then a void was attempted you’ll still get billed the initial transaction charge.
How large was the transaction where they debited $2543.74 as a fee? That transaction size sounds like it should have gone through a L3 payment gateway if you were billed that much.
What is an L3 payment gateway? If this did not go through an L3 payment gateway how would that affect my situation?
L3 is Level III processing. It’s designed for business to business transactions which are typically high ticket. So a fee of $2,543.74 on a single transaction begs the question of what size transaction that was and how was it processed? If it was a keyed transaction on Tiered pricing then it was either a MQUAL or NQUAL transaction between 2.5% and 3.25% which is Intuit’s average buckets. If you’re on Interchange pricing then I’m assuming the Interchange category was a either a corporate business card or a signature preferred card.
If you process a transaction using a L3 gateway (which Intuit does not offer) the wholesale charge is considerably lower. If you accept a Visa Corporate card which wholesales at 2.65% & $0.10 for a transaction at $50K the ‘cost’ is $1,325.10. Same transaction though using L3 the rate goes down to 1.45% & $54.00 transaction fee having a cost of $779. On some corporate cards the Interchange can reduce to 0.70% & $58 if it’s a signature series corporate card.
That’s L3 in a nutshell, but if you’re not B2B and you had a high ticket sales item then Intuit is definitely not the best solution for you. Their fee structure is very costly as you have experienced and charging you a transaction fee on a voided sale should never happen. And I bet you’ll be fighting with them for months to get that money back in your account.
Just took another $2007.00 out of my checking account and risk management had no idea why! Useless! Stay away from intuit!
Since upgrading to Quickbooks Premier Pro 2015 we have been unable to match credit card deposits which is a big problem. Intuit have known about the problem for several weeks and do not have an answer. It is a know problem, this is from Intuit:
“Sorry for the late response Xxxx. Yes, we do know about this problem and i’m working on getting a new ETA on resolution from our engineering team. We don’t have a workaround at this time. I’ll keep you posted.”
I would recommend NOT upgrading, it worked perfectly before the upgrade
The latest upgrade has been causing a lot of users to have issues with their batches. It appears that their gateway (which is proprietary) has not been updated with their new API for P2P encryption, but their software side has. Basically they did the programming in reverse to get the upgrade out as quickly as possible from what it looks like.
Are you using Intuit to process? You should be able to log in and see your batch history.
Hi; Thanks for the note. Yes, I know there is a workaround but it’s a pain in the #$^& and some of the transactions that are showing as mismatched cannot be recorded without getting an error message so the customers are showing as not having paid. I would have to enter them manually and then still have them showing as mismatched. Before the upgrade I knew exactly what credit card transactions had been paid and who they were matched with now I don’t.
I would not recommend the upgrade to QuickBooks 2015 to anyone using merchant services.
To be honest I’m not sure why businesses even bother using QuickBooks as their payment system. Granted it’s cheap and works (most of the time) but there are far better systems out there that have a direct integration with QuickBooks for bookkeeping purposes. The only time I board a client with QB is when they already have it and refuse to use an alternative.
On their next update I’d wait at least 30 -45 days before upgrading so they can work out the bugs.
They did the same to me about a year and a half ago to the tune of 10k. I had to refund every transaction and re run the cards under my new service. This is very hard to explain to my customers and lost approx. 2k of the business.
Watch out if you choose to use this service and plan to make money. My wife is a customer of this service, and a successful business owner. just because they are making so much money, this service refused to release over $ 15000 to the business which had already been payed to the business by a client for goods. This ruined the transaction. AMBITIOUS BUSINESS OWNERS WHO PLAN TO MAKE MONEY WATCH OUT!
Was the $15K a single transaction or multiple transactions?
Will never use this service again! A client of mine paid their invoice twice by accident. I got charged DOUBLE the transaction fee AND the reversal fee which I was unaware of (no notification of this charge was given…it is in the small print of the site)—they should have NEVER been able to pay their invoice twice. This is a huge hole in your system and should be fixed so no one else gets stuck paying all these fees for something they have no control over. Customer service was extremely unhelpful and would not do anything for me to refund me any of the fees. Cannot believe a company this big would allow something like this to happen and not make up for it.
The intuit service that I have been using qb 2014 pro led me to merchant services, I was at the time using my banks merchant service, was told that quick books merchant service would save me on average 300.00 plus a month by a QuickBooks agent for merchant services. so switched from my banks merchant service to Quick books merchant services, first trans went ok, then after that it was all down hill, I have had two transactions withheld maybe three, not really sure why they were from same customer these transactions were both for 876.00 I sent copy of invoices several times, still no response except for case manager is reviewing and will be a couple of days, in the mean time I am without funds, not good for a one man show and have to find other means of subsistence, Thanks a lot for the great service!!!
As a ProAdvisor I was shocked to find that my clients account had been cancelled WITHOUT NOTICE. When we called into Merchant Service to find out why, we were told that “somenone had called in and cancelled the account”. We told them that was inaccurate that we did not want the account cancelled. From that point, things went down hill! My client processes nearly $25,000/month in recurring payments and has done so for nearly 3 years. Rather than them fixing his account, they put his account into “Fraud Alert” and refused to reopen it. Funny thing was, we were able to get a brand new merchant account opened with them – same business information as the other account with absolutely no problem. We would use this new account, but with nearly 200 recurring payments the amount of time it would take to resetup every account would be inefficient at best. So, I called back in to talk to a Higher up….figuring there must be someone who can help my client run his business. I finally get thru… as soon as I get thru, the guy literally hangs up!! I call back, their excuse was that the call center was “experiencing a lot of dropped calls”. Then when I finally get thru all the B/S… low and behold, the department is “Closed for the Day” – Banking hours in this country are 9:00am to 6:00pm but their Merchant Service “Rentention Department” is 9:00-2:00pm. Some “Retention Dept”. What really gets me furious is that my client needed to call in to authorize me to talk to them (good he should) but apparently ANYONE can call in and cancel your account without your authority – ANYONE for ANY REASON!! When I pointed this out, they turned this on me saying that “We have the right to operate Our business anyway we want”! WOW – some customer service dept. I would fire anyone working for me that said that to one of my customers!
I am so glad you posted this.
I was trying to process my customer’s monthly payments and it would not go through. So I’m checking etc and it appears that without notification nor authorization on my part they just turned if off. I will verify but once I do; while I will hold no grudge I will simply take my business elsewhere since they don’t appear to want it.
These guys do not know how to operate a business. My customer made a payment on through the merchant services. Intuit never notified me of the payment, nor did they send the money to my bank account or return it back to the customer. After calling and being disconnected from the customer service 3 times, I was told that the payment that was not made nor was it charged to the customer’s credit card. This is bunch of BS, because the email confirming payment sent by Intuit to the customer, clearly indicated that the payment posted and a confirmation number was given. It seems to me, that Intuit is in the business of stealing money.
Joe,
This would happen regardless of who you process through and no refund would be applied on the initial transaction because it settled overnight so the Interchange was already charged to Intuit who passed that fee to you plus their surcharge. The next day it’s considered an whole new transaction as a return and no Interchange rate is charged on a return/refund.
The only way to avoid the fee would be to void the transaction prior to settlement. Otherwise no processor would issue a refund on a charge for a settled transaction.
I recently terminated my relationship with Intuit Merchant Services. Here’s why: I charged a customer for an invoice for 8500.00 and cancelled the transaction the following morning when the customer notified me that they wished to use a different card. Intuit charged me 227.00 twice for the original transaction and the refund. I called and asked if they could refund at least one of the charges and they declined to help. I later called and asked to speak to a manager and was given the excuse that he was on another line but wanted to reiterate that there was nothing they could do. I cancelled my account as a result. Beware of intuit if you have the simple expectation that if you need to refund a customer and not be charged, you cannot do it.
In January I took over as the Executive Director for a non profit. I have been trying since then to get them to update our account information. It took at least a month before I could get them to define what information was needed. It is now April and I have faxed them increasing amounts of paper and am still not done. Today I got an email saying they needed the signature of the former ED which was on the material I sent them initially (and have been resending with every fax I send them). I strongly advise anyone looking for a credit card processing/merchant service company to NOT use Intuit GoPayment. Service is exactly what they don’t do.
they are cheaters, they suddenly stopped our account, never send a letter or any notice, and never give us a reason, after a few days, I found more than $400 is supposed to deposit to my account but didn’t.
I called them, find out they cancelled my account and we will not be able to reopen again. A few days later after I found out my money is missing, I called again, they said they are going to hold it for 270 days and they have the right don’t give back to us! how come?
We never get any complain, if they get complain, they supposed to let us know and ask us for approve, but we never even know what happen, and first few times we call, they even didn’t tell our money was hold too……
They need the most ugly die, how come they open up big company cheat like this?
DO NOT USE INTUIT! They overcharge, hide charges, and intentionally rip you off!
Hi Ted, can you provide a few examples of your experience?
I have had a horrible service from Intuit or Quickbooks in the UK. They offered a deal which I took them up on they invoiced me twice and failed to respond to emails. I am now taking the time and trouble to transfer all my data over to another platform. They just want to steal your money out of your account and ignore requests for credit. A horrible company
I am dealing with the same thing as so many below. I put a large charge in for a customer of mine (December 30th 2013). Before I put in the charge we called them up to make sure that a charge of this amount was not going to be an issue. They said that they would probably need some additional information but that it would be OK. We took the charge from our customer. They asked me for the information that they said they would need and I gave it all to them. Then they asked for more, gave them all that. They promised me that this time they would clear the funds and if there was any issue they would call me back. They never did call, the money never got to my account. After over 2 weeks of being lied to by them and getting one story after another, I finally on Monday (6 days ago) credited the money back. As of today (6 days later) they still have yet to credit back my customers money. When I call them they have no answer as to when that is going to happen. If I call them 10 times I get 10 different answers. As soon as this credit goes back to my customer I am done. I have lost credibility with my customer at this point. I have never taken credit cards before and now I am going to close my account and never take them again.
Took money from the customers card, then held the transaction for over two month, requested documents that were proptly given to merchant services, then was told they would not process it.
Meanwhile, had to refund my customer and find a new way to collect a 1200 dollar payment for mechanical/electrical services that were already completed.
Stated there was not enough history and couldn’t verify invoices even though I sent them? Said they couldn’t open the attachment, yet never told me this when I called daily? Said i would forward the invoices then, the lady was very rude, disrespectful and I will do NO business with this company and will not reccomend them to anyone. Puttin in a complaint with the BBB
Intuit Merchant Services is the most dishonest company I have ever done business with. The add on charges just keep coming. The representatives handle complaints by rolling you into something else and lie and cheat the whole way through.
My card swiper worked the first time I used it, but not after that so I had to punch in the numbers to get it to work. Mind you I was taking 5 digit payments from a client, so when the added 1% was charged to me for the card reader not working, it adds up quickly. Customer service was not willing to do anything such as refund for the card swipe error, and pretty much told me to get lost. Very rude manager I spoke to. Awful experience!
This company not only directly lied to me – they changed the story three times during the same phone call – after I was asked to hold while they checked with a “manager” – We are a small business that offers credit card sales to our customers – if we treated our customers like this we would be sued!! They held our funds- made up deposit drules and amounts – wanted me to refund my sales to the customer even after the customer had the product they paid for – so i am not out product and the money!!! Intuit was the worst business decision I have ever made- they splash and awe with all these great onlines ad’s and info – bottom line – you have to drop through hoops, non existent regulations and still no money in your account!!
RUN…..RUN ….. Do not give this compnay any of your hard earned money to steal -find any other credit card processor you will be much happier…..the grade….WELL BELOW A “F” in all aspects. And customer service is worse
Intuit Merchant Services is very very deceptive in their sales practices. I rarely have to process a credit card payment in my business, but signed up because one customer wanted to pay by credit card. I provided all my information over the phone, and was told — and received an email — that I was approved to receive transactions up to $10,000 each month.
Intuit only told two lies — not bad, huh — during this process.
1. I wasn’t really approved. A rep from the Risk Mgt. Department told me the next day (after I processed a charge) that “approved” really means “auto” approved or “pre-approved.” Apparently, to Intuit, this means that the new client has only submitted an application. They actually run the application for approval only when you submit your first transaction. Silly me! How didn’t I know that! What’s worse is that the rep didn’t think this was deceptive. And all they needed to start their “investigation” on my approval is 6-12 months of business bank statements faxed to them, along with the invoice for the transaction and contact information for the company and person who provided the credit card for the transaction. Not much, right?
2. I wasn’t really approved for $10,000 a month in transactions. I was approved for $10,000 a month — pending the real approval — and no more than $500 in any one transaction. When I told the manager in the Risk Management Department that I wasn’t told about a limit, he said, “Well, did you ask if there was a limit?” You gotta be kidding me.
The reason I told the client that I would accept the credit card was to speed the transaction process. Now, Intuit tells me that they need to 1. review my bank statements; 2. call the company to verify that the transaction is not fraudulent; and 3. call the company’s bank. And after al this, which could take up to three days, they will hold my transaction for another 2-3 days.
As you might guess, this was not explained to me by the pleasant sales person when I was told about how simple and easy the service is.
Bob,
I had the same experience with the “Risk Management Department” to the tune of 10,000.00 that they held for more than 5 weeks. The only way I could get out of it was to refund the customers money and explain to them the situation and have my customers to re-issue the payments. Obviously this did not look good on my company. I would like to see if anyone else would like to file a class action suit against them, as I would jump right on that train!
I believe the early termination fee is a bit scammy and manipulative. I canceled my service after being with IMS for about 4 years. The agent said there would be an early termination fee of $295. I requested a copy of the contract showing the date and signature where I agreed to the ETF. She could not produce it. I then suggested they were being deceptive. After about a 5 minute hold, the agent came back and had mysteriously found that our account had a clause on it that said we would NEVER have to pay an ETF to cancel the account.
Long story short, either Intuit or the branch at IMS knows about this practice. Most people don’t know what they’re signing up for, and the cancellation fee never stood out to me either. They were very clear about merchant fees, monthly fees, processing delays, etc. But never mentioned monthly minimums nor cancellation fees.
Dirty play Intuit, dirty play.
I am experiencing the nightmare we call Intuit Merchant Services. I made the mistake of utilizing this service. After 1 month of running cards through Quickbooks I receive notice that the risk department has now gotten involved with my account. What this means is they are going to hold funds of $10,000.00 dollars for up to 90 days as I am being considered a risk? Now if I put up a security deposit of $3,000 I will be lucky enough to pay 15% on all monthly charges. This is INSANE! Has no one even considered a class action suit? I would be the first one to sign up!
Did you call them? I had a similar situation and all I needed to do was send them the invoices for my charges. I got funded the next day. Never happened again.
Intuit has to be the worst company I have ever dealt with. Their sales rep convinced me to switch my account to Intuit Payment Solution and three months later they closed the account because of a $26.00 chargeback. Not only that, they placed a hold on all my funds for 280 days. I have never heard of any company holding funds for that long. The entire deal cost my company about $6,000 worth of business.
I do not need to repeat all of the problems addressed by other users, but can verify their experiences.
I signed up for Intuit Merchant services through Intuit. Intuit is a reputable company, and I still feel that way. The problem is that the actual merchant services are provided by First Data. I have complained plenty to Intuit about this in the hopes that they can partner with a better provider, but I am not holding my breath.
I had problems right off the start with the pin pad software not functioning properly, and not allowing me to swipe cards, use chip cards, etc. The problem is embarrassing when you have a customer waiting for 15 minutes while we restart software, computer, etc., and then end up entering the card info manually, which means you pay the higher rates. Spent hours on the phone, with multiple entities, Intuit, First Data, united nations call center, etc. Problem never resolved.
We continue to use the service for a few months, and find out that we are always being charged higher rates than quoted. When I inquire as to the reason, they say because I am processing ‘premium’ cards. Okay, so how do I tell the difference between ‘premium’ and standard cards, their response is “Would it have changed whether you would have accepted the credit card as payment?”. My response is no, but it would have changed who I was using for my merchant services if none of my transactions were being processed at the rate quoted.
Now for their fee collections. Their (First Data) strategy here is to daze and confuse, so that you have no way to really figure out their fees. A statement with 3 transactions on it is 12 pages long and sent in two different mailings. They charge the monthly flat fees in advance, they charge the processing fees at the time of the transaction, and then they charge the card brand fees in the following month. So, when you get a statement, showing that you have processed this much, and your fees were this, that you are unable to tell, from a single statement, what your actual fees are, since they are spread out over 3 statements.
Okay, so a few months in, I am fed up with this craziness. I am spending hours to process a few transactions a month. So I phone to cancel, and First Data tells me that I have a three year contract with them. I know this is a lie, so I ask them to send me a copy of this agreement. Guess what, no response. My contract was with Intuit, who advertises that I can cancel whenever I want. I have asked for the $550 that I paid for a pin pad that has never worked, and again no response. I have made complaints with Intuit, who have said they will get back to me, and no response. I sent in my request to cancel, and I was still charged fees for the following months service. I now think that they have gone away, less my refund, since I put a stop payment on their fees with my bank.
I was happy with Intuit Merchant Services because they were integrated into my QuickBooks POS and I have used them for about 5 years. It was taking two days to get my money on the cards and it went to three day processing a few months ago and I complained. They said I had always been on a three day delay but it went back to a two day wait after the conversation.
Now I get an update over the weekend and I am not getting settlements all of sudden. I called and they tell me how great this new 12am batch out is. So I find out the cards go to them automatically when swiped, they batch out automatically at 12:01am and that makes it the next day. So they tell me now that cards swiped on Monday get processed on Tuesday (12:01am), get a batch number on Wednesday, and I could have my money by Friday. They have rocks in their heads if they think I am going to put up with this. Now I have this expensive software and I am locked into using IMS or I will need to manually enter transactions.
If you don’t care about high fees and a company that plays with your money go ahead. I am a small guy but they have $1,522 of my money this weekend that I should have in my checking account. I may get it next week on Monday or maybe Tuesday, if they don’t need it that is. My wife uses Bank of America and gets her settlements the very next day. Going from a day to a week can be a lot of cash flow for the average business.
Horrible horrible custmer services! Martin manger @ risk management employee I’d number 61024.
Lacks leadership he’s rude, arrogant and completely unprofessional.
I’ve been trying to call corporate to complain about this guy, he told me before our conversation got started to find another credit card processing center. Because they can’t handle large amounts!? Are you serious?
Wow! It was 2 transactions of a total 12k, but the transactions to much to handle for them..
Not SB friendly at all! Run away from they’re lies of getting paid instantly!
I am a graphic designer and needed a way to accept key entry payments from my clients. I DO NOT RECOMMEND this service!!!! They hold EVERY transaction as fraud and require more documents than the IRS and when I submitted my documents and tried to get confirmation, it took 45 min on hold (LITERALLY) before I got through. That same day I had another payment and mentioned it to the LIAR REP and she said yes, no more flags will be placed on future transactions. FLAT OUT LIE. I ran the other one and it got flagged. Same deal.
WORST SERVICE ON THE PLANET.
I RATE IT AN F!
EPIC FAIL!
Very disappointed with Intuit Merchant Services. After several months of using the card reader stopped working. Requested another one, same thing, didn’t work had to key in entries, results in more charge. Monthly fees incurred first $25.00, final bill was $95.00 with no notice from Intuit. Cancelled service and had the worst “customer service” rep EVER born. the monthly fees were in addition to the usual entry fees which were raised because of an inoperable card reader, THEY SENT!!!! THEN THE CUSTOMER SERVICE REP SAID I HAD THE WHITE READER AND NEEDED A BLACK ONE. Very unprofessional and the left hand steals from you while the right hand is digging into the “fee charges”.
Made a switch to QuickBooks accounting software as part of our new management system. Found out that credit card payments would integrate with QuickBooks and their transaction fees seemed similar, so made sense. They had the option to rent or purchase a terminal which I needed to be able to accept Interac payments. Made more sense to purchase, and that is what we did.
The terminal, a KeyCorp K23P, has not worked since new. They sent out a replacement, and it did exactly the same thing. When inserting a chip card, the unit locks up, and not longer works. Can only do a single card swipe, and after that it is locked up. The only way to rectify is to restart the computer, and then get one more chance. This is really convenient for a customer that has to stand around for 20 minutes while we try to get the thing to work. I have phoned many times. They provide you with many toll free numbers for different things, with no explanation of what each one is for. Generally, for tech support, you are transferred to someone with an accent, and their solution is to unplug the device, plug it back in, try it again. Okay that doesn’t work, then uninstall the software, and reinstall it. Okay, that doesn’t work, I will look into it and call you back. Guess what, no call back.
The credit card processing fees are really confusing, and the way they collect these fees from your bank account is crazy. Most bank account fees are charged by the transaction, and they end up collecting fees over about 5 different transactions instead of a single one. I just noticed that on my May statement, that I am being charged for April’s card brand fees. I guess this is one way to daze and confuse so that you cannot tell from a single statement what your total processing fees are.
Just phoned today to cancel the credit card processing but keep the ability to take Interac. I was informed that there is no way to remove both Visa and MasterCard, that I must keep one, and that there will be a $250 early cancellation fee for the one card. Okay, so now I am out $550 for a terminal that never worked, and they want $500 to cancel a service that has done nothing but waste my time.
Bottom line – confusing statements, you will never have transactions that ‘qualify’ for their quoted rates, their hardware does not work, their customer support blows, and their fees for the privilege of wasting your time to try their services is outrageous.
We have used the Intuit merchant service for a very long time (close to 15 years or more), and have generally been satisfied since it works in an integrated manner with Quickbooks.
However, we will likely be moving our business because Intuit doesn’t stand behind their merchants in a dispute. We had two clients this past year that have created charge backs. Each time we have provided full documentation to Intuit that these people ordered products, had us ship them, and provided us with their credit card information for payment. Both customers then reversed the charges, claiming they “didn’t recognize the merchant”. After refuting their claims with documentation, we received notification that the claim would then go to “mediation” and we would be charged $500 for a mediation fee. Since $500 was more than the original charge, it didn’t make sense for us to proceed, which we are sure is the reason that Intuit has this policy. So the customer gets off scott free with fraud, Intuit gets their money and we get left holding the bag.
Worthless support of their merchants. We provide absolute proof of fraud and yet Intuit wouldn’t help us. Very disappointing.
90 percent of our business runs through Intuit Merchant Services. Our customers charge an average of $2500 per payment for reservation deposits and final balance payments. Intuit’s Risk Deparrtment is now holding all of our charges hostage for over 7 business days now. Many hours on hold trying to find an intelligent person who understands how holding a small business’s cash flow will shut down the business. No money, no employees, rents not getting paid, automatic payments bouncing. They are currently holding about $4400 of cleared payments from last week and another $3500 for a chargeback that we were suppose to be given 10 days to rebut (which we answered with clear documentation in 2 days to prove our case). Once we started getting the feeling that they were quite impossible to please (Intuit) we started rambling to open alternate Merchant Accounts elsewhere. I can only say that they have no concern for their customer. Just hold our funds without even any type of notice or reason until we get in the cue and wait 20 – 30 minutes to speak to someone, who transfers us to someone else, and so on.
Please be warned! If you own a small business, do not put all your eggs into the Intuit Basket. They are completely unconcerned about the effects of their actions on others. Currently trying to save my business and guessing that the $9000 so dollars from last week will be a loss.
This is a very similar post to another I read above. They hold the funds, even when there is a positive balance. We have sent in reams of requested bank statements and information they requested, and still do not get a response. Cant get any answers and watching 7 years of hard earned growth be destroyed by negligence on the part of Intuit.
Just to verify the following is still valid:
1. Unbelievable hold and wait times. To cancel after 5 months of not using the service it took 1 hour and 40 minutes and 4 different reps. First rep took nearly 50 minutes of hold time.
2. Two service charges taken out of the bank every month for 5 months, no refund.
3. Billing solutions(for online and email billing) was charged to a credit card for 5 months at $14.95. Even though it was no longer working.
4. If you don’t keep upgrading Quickbooks none of this works, that’s why I quit.
5. Never got any tax info for 2012 even though I paid all the above fees until April 2013.
6. The fee charges are many and can be 5-10% of you monthly. I was at about $2500-3500 per month and had about $200-300 in total fees. Kind of hard to figure out with 2 monthly fees, plus transaction fees and of course the 14.95 and paying for QB upgrades and support.
7. I use Paysimple.com now and have no complaints. Still cost some money, but I can figure the percent pretty easy.
I just signed up for the fist time to use the intuit gopayment on a new client of mine that was charging over 31k on his card. Well I called intuit first before making a transaction with my client and explained that the charge amount would be 31k and if they would have an issue with that amount. I was told ” No issues at all you can charge any amount your go to go” I sign the contract, mind you a large contract and of course I call intuit to follow through two days later on the funds and I was told that they could not approve the fund for that amount due to that i don’t have the funds to back it up in case the client wants a refund. “REALLY” Well I’m a small business and how would i carry that amount if I’m trying to make my business grow and you just make it impossible . I AM SO DISAPPOINTED WITH INTUIT. I will never recommend them to no one at all. Im very luck that my client believed in me and trust in me. I was lucky enough to have found a company who took care of my problem with in 24 hours and the are now enjoying the rate they charge and I still have my contract. intuit I’m so, so disappointed with you. Never again will i call you or use you for anything in the future. For all of you reading this do your home work first.
I filed a complaint with the BBB because during a fraud investigation on my bank account I found that Intuit Payment Solutions had been charging me for at least 32 months. I do not own a business. I did not open an account. When you get your bank statement each charge is ussually identifiable and also lists a phone number. Not Intuit charges. I had to have my back give me the name and contact number. After contacting them over and over and over again and sending them the police report and an affidavit they told me that I did open the account and no refund would be given. Their reply to the BBB was an account holders contract which starts out about reviewing monthly statements bla bla bla. I have never gotten anything in the mail. No “welcome to Intuit”, no statements, no communications ever. But they were helpful and nice in the run-around up to the point where I was given to a supervisor in the ‘risk’ department. It has been very frustrating trying to get my almost $1000.00 back from them. They know they have been charging me every month and there has been no other activity on the account. I feel they are extreme internet preditors and liars to the max. I do not know anyone that has an extra thousand dollars to just let some company come and take it. Now my next step is to call the government agency that oversees financial companies and provide all the proof I have with the multiple statements I have made. I will include the names of individuals, dates, times, transaction numbers etc. I will also go to my banking institution and sign the 32 affidavits required (one for each charge) in an attempt to get my money back. I will also contact watchdogs in Calif. and in Washington DC with the same information. Intuit Payment Solutions has made an angry person out of me and I gave the every chance to do the right thing. BBB complaint case #305237.
Intuit has to be the worst merchant solutions I have ever come across. From the 25min hold times to the late notices if you have a chargeback. if you are a serious company and want to use a merchant company this is not the company to go to. I have a chase account and paymentech is pretty good. Intuit has been nothing but a headache and cost me money overall. I would give their third party merchant company a F
We switched from B of A merchant services to Intuit about 7 months ago because after “careful analysis” by Intuit merchant services we were told we would definitely save money on processing fees. In fact, they said that there was a flat fee for transactions… which is sort of true…but there are additional charges on top of that fee, plus there are wide variations between the various type of credit cards and the manual or swiped transactions. Bottom line for us, there was NO reduction in the cost of processing. The only benefit is the interaction with our Intuit Point of Sale system that we use in our retail store.
We have had numerous problems that impact credit card processing if we have P.O.S. software problems. For example, if we are unable to process cc transactions and have to enter them manually after a POS software glitche, we pay the highest rate fees for the transactions although the inability to swipe the cards is not ours. In addition to the additional processing costs, we have spent COUNTLESS hours on the phone between QuickBooks POS support and Merchant Services support tracking down where the source of problems is…and it’s usually at merchant services. The passing of the buck for responsibility back and forth is totally disruptive to the retail environment. Today I spent all day on the phone in 5 different calls. I called merchant services 2x and was told 2x that it was a quick books POS problem. When I got a level-1 support tech, he wasted about an hour of my time trying to figure out the problem, only to have the call dropped, so I had to start all over again…with the same low-level support person. Finally I demanded a knowledgeable level-2 support person who got me back to merchant services where they cleared up a wrong batch number problem and put me back in business. Now we have to pay the added charges for processing all today’s credit card charges manually. They offered to credit my monthly $16.95 charges for 3 months in return for this additional fee. I doubt I’ll live out the 3 months of “credit” as I’m looking into other processors. The integration with QuickBooks POS is not worth the hassle of these terminal issues. Can’t someone come up with a reasonable fee structure for a small retail store? We are averaging over 3% on cc charges! If Square or PayPal would deal with this problem all the little businesses would flock to their door!
I was with Inuit’s Innovative Merchant Services since 2009. I will admit that I am (was) clueless as to all the ins-and-outs of card processing when the salesman sold me on the service. However I recently had a friend help me pay better attention to where my business’s money goes and I found out that Intuit was taking almost as much as I sold with all of the disguised fees I was paying!
I will never use Intuit nor will I recommend them to any colleagues due to the way they disguise fees. I closed my account with them and yet they continued to withdrawal money from my business checking account. A $12 customer service fee for calling to inquire about closing my account! A $75 annual fee, a $15 monthly fee for just being an active account, yet I closed my account a month prior! And then the fees for each card swipe were astronomical. Rarely was I charged the low rate I was quoted by the salesman. Somehow 90% of my transactions were not qualified for the low rate or something like that. I gave up and closed the account. But wait, that incurs a $295 cancellation fee! And not only that, looking back at the paperwork… there is no contract period that ever ends… Doesn’t matter if it’s one day or ten years after I signed the contract, the cancellation fee of $295 applies! Period.
Never again!!
After our first case of fraud (purported customer using a stolen card) in over 15 years of business, Intuit has frozen our account. We have over $3,000 in charges being withheld by Intuit. They say that they won’t release the funds until the chargeback in question is paid. “Fair enough” I say, “but we can’t pay you back until our funds are released!” The chargeback is almost $5,000. As a very small business, we don’t hold such funds in our account. We need the money that Intuit is withholding in order to pay Intuit.
[Exacerbating the issue is the fact that before we ran the card in question, I doubted in it’s authenticity and called none other than Intuit to ask their advice. Upon confirming the card information I was told by an Intuit rep, “it’s fine to run this card.” I shared this incident with the fraud dept. (luckily I had my case #). “That (Intuit customer service) guy made a mistake, he should have sent you directly to us,” said Ms. Fraud Dept.]
I’m fine with the idea that we have to pay this charge-back in full. We lost a few hundred dollars but learned a great lesson. However, despite years of good business, we are being handcuffed by Intuit. I told them that we cannot afford to pay them the almost $5,000 chargeback while they withhold over $3,000 and will not allow any new credit card charges into our account.
“How are we supposed to pay you the money if you are withholding our money from us?” I asked them.
“You’ll have to figure that out,” they say.
“I have been your customer for years and we’ve never had a problem, tell me, where is the CUSTOMER SERVICE in this deal? What are you doing to HELP me?”
“We are trying to protect ourselves,” they tell me.
“Protect yourselves from WHAT??? We’ve been your customer for years! Give us our money and we will PAY you!”
Intuit is playing Big Business tactics with our small business. It’s not a good match.
I have used Intuit go payments for only a few months, and would NOT recommend them. I have had trouble with the swiper but more inportantly they have charged me for flaws in their Intuit account system, and won’t clear it up. I have been told by the Intuit customer service reps that this was not my fault, and the service charges will be credited to my account, but week after week goes by, and nothing. Now they are trying to charge me more money for insuffient funds….really?
I generally like Intuit. However I do have a complaint. On October 5, 2012 their credit card processing website was giving me errors stating it’s unable to process charge, please try again later. It finally worked after four tries. It turns out my customers credit card was charged 4 times, even though it said error. When I discovered this I had to credit the card for three of those transactions. I called Intuit customer service and they refused to refund me the fees ($22.78) for these erroneous charges even though it was their fault. PS: I was very nice to them on the phone.
I have two complaints with Intuit.:
First, when my business improved and I needed to take some large orders, they refused to process it. They claimed my account was for small transactions. I pleaded with a manager to work with me, but he was rude and just dismissed my request. I was forced to sign up with another merchant services outfit to complete these new transactions.
Second, when I closed my account, Intuit charged me a $295 cancellation fee even though I had had an account with them for over 7 years.
Very disappointed with their service. The fine print will rob you blind; and it is difficult to read and comprehend. The fine print is for them to charge you hidden fees with. I even went to the BBB to file a complaint. DO NOT use this service, it will not end good for you. There are better choices for your business.
You are charged 3.7% for almost all transactions. Do not use Gopayment! For the first month or so they were fine, but now they have charged our business numerous hidden fees that make no sense, withheld funds repeatedly(if your business grows, and you begin taking more credit cards, you are considered high risk and treated like a criminal), and when we returned an item to the merchant we purchased it from, and had the money refunded to the Intuit card, they took the money from the merchant’s account, but still have not refunded the money into our account. It has been over 2 weeks that we have waited for the return of the $800, and still nothing, and we get a different story with each CS rep we speak to.We have faxed copies of invoices to them repeatedly, done anything they asked to prove the transactios are legitimate, but still have lost over $2,000 over the past month. It makes no sense, it is NOT their money to hold. We are getting a lawyer to handle it, due to the fact that their CS and risk department is an absolute JOKE. Will also be reporting to the BBB (along with nearly 500 others that they have taken advantage of). They are basically thieves.
Intuit does not have a service contract per this website: http://intuitpayments.com/processcards?cid=ppc_google_payments_qbms_intuit-brand-1-psd-terms_us_g-s_intuit-payments_intuit-payments_phrase&ef_id=uWJQNBy1tfoAAAul:20120822023011:s.
I have used & continue to use Intuit’s service, GoPayment & Merchant solutions. The only problem I had was at the beginning when I tried to charge a credit card. Three times the customer had stated there is a sufficient balance on the card, but the card kept declining, and so, for security reason, they froze my account, but only for a little time. It was up within the next business day & all was well. I highly recommend their service. Oh yea, & they do use outside companies to offer their products. Because I like their products & have recommended them to others, I just applied to become a service provider, so that I can offer their service & get credit for doing so.
They offer a tremendous service & unlike another company I had gone through before, they actually know how to treat customers.
My letter to Intuit Merchant Services while on the phone attempting to get assistance with repayment for a non working debit system.
Hello David.
In the past I have been on the phone for aprox. 10 hours with merchant services since May (apox. 3 months service).
I have not been able to process debit card transactions since using the system. I have spoken to a number of people over the past few months and am now on the phone with yet another. I have sent back one pin pad as requested by merchant services and have a second one here. I have been on a 3 way call with First Data who were very helpful and actually had to inform the Merchant services representative that the pin pad did actually accept debit as they had informed me at that point that they could not accept debit. I have emailed Jullien who sold me the system and she has informed me she cannot assist with any credit for my monthly pin pad fees.
I have timed my phone conversation today to give you an idea of the typical time wasted on the phone with the Merchant Service people. It is now 27 minutes and I am again on hold. I am now being put into another conference call with the First Data people and merchant services. Now he is unable to do a 3 way call. It’s been 43 minutes for this to occur.
The result is, call First Data to get money return on Debit card pin pad fees!!
Oh my oh my what a morning. I will let you know how this call goes prior to sending this email….after 53 minute in conversation with First data and then a transfer to an intuit English speaking American Intuit person, he has told me Intuit is not able to accept debit transactions!!!! And he discovered I needed to be in touch with the Canadian Intuit branch. I am now on hold waiting to get through to this person in hopes of a 3 way conference……..oh no conference …. sent back to India on hold it is now 63 minutes on the same call.
I have gotten the run around. Intuit tells me first data is responsible for the refund. First Data says Intuit is responsible for the refund. Now it is 77 minutes and I am on hold again. They say first data will have to give the refund…..oh 87 minutes and the result, transfer to First Data no refund possible.!!! I hung up and called them myself.
11 minutes in and am on hold as they assist in cancelling the pin pad. Ok after 25 minutes, I have been told I must cancel the entire contract and cannot cancel just the pin pad. Boy talk about misleading the public.
Total time on phone this time around: 235 minutes (3.9 hours).
Result: no refund no explanation as to why I cannot process debit cards successfully.
Intuit really needs to work on this whole system. I love the accounting software but am so disappointed with this experience. I will hang on to the software until I find a suitable replacement.
Boy moneris was pricey but the service is superior. I think I will go back even if it means a 3 year contract.
This has been a very disappointing experience.
I will be posting this letter on the web site as well
Intuit Merchant Services business practices are at the very least deceitful and grossly unfair to the consumer and worst case-borderline fraudulent. The tiered rate applied to transactions is not cleartly stated and when the Intuit representatives are given the opportunity to clarify-they fail to do so.The fee assessed to my 1st and thankfully only transaction with Intuit Merchant Services was nearly 70% higher than what was prominently displayed in the agreement and discussed with an Intuit representative. Intuit’s transparent attempt to satisfy my complaint by offering to waive some future fees was clearly a pre-calculated and well rehearsed practice to satisfy what I can only imagine is a constant and day to day barrage of consumer complaints. Clearly, entering into a business arrangement with Intuit Merchant Services is a move I regret and have since terminated. Rather than practicing common decency and ethical business, Intuit chooses to test the boundaries of what the majority of the business world recognizes as professional and ethical.
I guess it should not surprise any of us that the financial/banking sector of our economy is and continues to be an embarassment to our country.
Where to begin? I do not process a lot of credit cards, so every single transaction was flagged, and then delayed in processing, I get paid faster via snail mail.
When they force you to make a software upgrade to continue processing credit cards, they also make it impossible to cancel your account. Pure torture. Endless hold times. Transfers to nowhere. So the zombie charges keep on going. Charging me for something I cannot possibly use. Then making it really impractical to cancel. I finally spent an hour today just out of spite
Intuit has held our money now for 10 days without any written notice.
They claim that suddently after 10 years with them, that we are high risk, because the dietary supplements that we sell are high risk. I smell the FDA and BIG PHARMA behind this one.
We switched to Inuit Payment Solutions and Intuit Payment Processing. It was not a good experience at all. As I read other reviews on websites about holding money “hostage”, I was leary, but the Inuit brand kept us proceeding. It was a nightmare to say the least. They held our money hostage for 12 months. thousands and thousands of dollars. no call backs. no customer services. horrible response from their VPs, directors, etc. Finally, after 12 months, they released the money and shorted us. We requested an accounting of our money and, again, no call backs, no response, no service. THIS IS THE WORSE COMPANY. THEIR LEADERSHIP should not be running a company like this. I wish there were more review sites so i can warn others about our terrible mistake to go with Intuit Payment Processing
I’ve been trying to cancel my account since January (yes, that’s right almost 6 months). I called to find out how to cancel back in January and was given the steps to fax my request. I not only faxed in January, but then had to fax again in march because they didn’t close it and I was charged fees which caused that closing bank account to bounce! After that I closed the bank account since I’m no longer a business and they are still trying to bill me? I called again last week was on hold, bounced around to 3 different people who promised to take care of it. Well, the last person who got on the phone said some who’s handling this collection will call me. Guess what….. Still no phone call! They are horrible!!!
This company is full of lies. I got stuck using them because the salon I worked for would not allow another credit card machine to be brought in ny me, and this was the only way I could charge my clients cards, because no one uses checks or cash any more. I called back in January to see if there was a cancelation fee and was told no. Just got off the phone and was treated like scum by their call center after telling them I was forced to leave my former salon and could no longer have access to my account. They also felt that charging me fees for two months ans the protection fee for the next year was acceptable.
After having to get the bank involved in blocking their access to my checking account and a legal dispute against their fees, they offered to wave their 295.00 terminatiom fee.
Save yourself some time and get the square up application! It’s great, flat fees, and easy to use. Plus it works everywhere your phone does!
Do NOT use this service. They are crooks. Quote one rate and apply a MUCH HIGHER rate. Waited on hold for 25 minutes only to find out this information. The customer service representatives KNOW the people are lying to customers because the first thing out of his mouth was “you weren’t explained this, were you?!” They falsely compare rates via online showing they are lower too but don’t buy in – I’ll be looking elsewhere.
So now i am trying to cancel my account with Innovative merchant sys. On hold for 20 minutes now. Cant log in. Just like when I needed help . I switched Back to Chase Payment Thech awhile ago just so I could get service and get my funds over night for a better price than this JUNK… People beware please before sigining on with this company and i am serious….. They say the will add quick books forget that once The SLEEZBALL that is selling you this GARBAGE hooks you its all done not even a phone call. A Class action Lawsuit needs to be filed against them ASAP.
Please people DON`T DEAL WITH THIS COMPANY…….
I am an employee of intuit and can clarify the termination fee. Quickbooks merchant services, gopayment and e-commerce all do not have contracts. Point of Sale and Terminal accounts DO have termination fees, and all of that is disclosed on the contract when they sign up for services in a section directly above the signature line, labeled: ‘termination fee’
i had intuit payment solutions and LOVED them. there wasn’t a cancellation fee and I only left when i changed to a new cart that didn’t have ready integration. my new provider transfirst has been a horror show of unadvertised fees. due to this, i signed up for innovative gateway in november and but haven’t gotten it to integrate with the cart.
i was thinking of cancelling innovative gateway and called intuit today due to the notes above for cancellation or ‘closing fees’. They did tell me that this ‘closing fee’ is only for people who have physical terminals (which i don’t because my biz is 100% online).
Innovative Merchant Solutions is a total rip off; I cancelled my account and still received charges from them. I refuse to pay for services I do not use. They are charge hidden service fees over $60.00 per month. Very bad experience, do not do business with Innovative Merchant Solutions.
This company holds “employee deposits” for 3 business days before making it available to the employee, even after it is confirmed that the company received good funds. When trying to use card at gas station, Intuit put a 7 day hold on $75.00 even when you didn’t end up using the card for the gas. Refused to release funds even when Intuit stated that they saw that there was no purchase made. In this case, the entire remaining balance of employees funds are on hold. They are floating on Employee money.
My advice is for small business owners to stay away from Intuit Merchant Services. There are several reasons for this:
1) They will treat you as a criminal during the sign up process. They think business owners are out to commit credit card fraud and come at all potential customers from this starting pointing. They automatically don’t trust you.
2) There salespeople are just that, ‘salespeople’. They don’t listen and they know better than you. They automatically have an attitude. They are not customer oriented.
3) The salesperson takes the order and then it goes to the underwriting department. This is why it takes so much time to get approved because they are checking everything out. They will come back multiple times asking for more and more information. They will insist on bank statements, etc. If you thought getting life insurance was hard just wait until you deal with the underwriting dept at Intuit Merchant Services.
4) The process of using Intuit Merchant Services in their software is not very good. There are multiple popups that will slow you down. If you have a counter sales operation it will slow you down as you have one screen for Invoices or on account charges and another screen for sales receipts or counter sales where you take credit cards, check, cash etc. You can’t send an Invoice to the Sales receipt and payment process automatically. This is ture for QB Pro, Premier, Enterprise. Intuit POS is better for counter sales.
5) When you sign up if you tell Intuit Merchant Services your maximum invoice for a day is say $1000, if you try to run through an invoice for more than the amount you specified when you signed up you will automatically catch the attention of their fraud department. It it very likely your charge will not go through. This will then call for may phone calls to MS. They will treat you again like a criminal. They will say ‘you told us $1000’, why are you charging more. It the charge is high enough you may have no recourse and they will not run the charge. You are stuck with no product, and you are out the money. Again you the business owner are the criminal and I gurantee they will treat you as such.
Stay away from Intuit! They told me my monthly fees would be $10 for my Merchant Service Account, and it’s more in the upper $20’s. Lying salespeople.
Furthermore, stay away from QB Point of Sale. As tempting as it is to buy it in Sam’s Club, along with the cash drawer and receipt printer like I did, it will take you 8 hours of your time to get any missing parts shipped to you out of India. Secondly, once you download the program and have it sync with Quickbooks, it draws all your Inventory records out of Quickbooks. Then, the basic POS doesn’t work with the Inventory, so you have to upgrade to a more expensive version. It’s either that or spend all the time rebuilding your inventory back up in Quickbooks. Classic bait and switch. then they put the hard sell on additional hardware such as the Pin swiper and other junk, and then they offer three months free financing. I tried to send in three smaller payments over the course of that period so I wouldn’t have a big payment due at the end of the three months (in an effort to avoid interest fees). They sent my payments back!!!
Back to the Point of Sale program…it SUCKS. It doesn’t close down properly; it tries to restart when you attempt to close it. So you have to go to your task manager to shut the program down, and only by going into Processes and manually shutting down the QBPOSshell.exe. Nice, huh?
And the Backup feature doesn’t work. To back up your data, you have to manually worm your way through the files to find the data file and copy it to an external drive. After I did that today, QBPOS wouldn’t open up, and in an effort to restore my company data, found out that QBPOS deleted all my files. No more company data. The external drive didn’t have my backup data either. \
I don’t DARE call for technical support, because they want to sell me a support plan. I’m not giving them another nickel. My only recourse is to share this story on as many public forums as possible until they get the message.
Beth. I just signed up for Intuit’s card reader. I was shocked at the complaints. Can you or anyone tell me if this reader can be returned before it is opened? I’m scared to open it when it gets here. Or am i stuck with it? My number is 208-392-1217.
I am so glad I visited this website. It gave me so much important information since I was trying to decide which to use: Intuit Merchant Services or Square One. I have been using Quckbooks for 7 years now and wanted the ease of linking my credit card transactions to my Quickbooks software but what a nightmare so many small business owners have dealt with! I will mention this website to all small merchants I know. All of you should be reporting your complaints to the BBB. Seriously, they need to be stopped.
Sounded good,so far I have a $2400.00 charge that does not show up on my account, A debit card that was closed down due to fraud? and a rude service rep that said i needed to submit more paperwork to activate my account in 5 to 7 business days. and oh yea, she still can’t say if i have any funds in my account. wunderful.
I signed up for their service based on a representation that I could return the credit card readers and that there was no monthly service fee. Well….I just got a call from collections stating that I did not pay my monthly service fee. And the credit card readers that I bought based on specfic representation that I could return them—-well, turns out there is a no return policy with no exceptions. The agent told me that I should sell them on eBay!
UPDATE – they gave me my money back and canceled the collection. So I’m happy with that. I still think I’d go with Square though…
This company stings, a lot hidden fees, rates higher than the contract stipulates, they ser up my credit card machine wrong, and i tried several times to talk to a costumer representant (good luck with one, you might wait at least 45 min. For them to answer the phone) After trying several times Finally they were able to help me, i got charged $75.00 annual fee, which doesnt show on the contract, also I got charged $295.00 early termination, even thou i explained that i had sold my business, not before they made sure to take the montly fee out of my account Even thou i let know ahead of time that my business got sold. This company train young people to rip small business off.
Im abt to start a new business, but of course Im going to make sure that my business partners do not make any type of business with them. Companies like them should not exist poor costumer service, but also rude, and time takers. The worst thing is that they dissapear, but start a new shitty company under new name, but the same tecniques, and bad quality.
I signed up for their service based on a representation that I could return the credit card readers and that there was no monthly service fee. Well….I just got a call from collections stating that I did not pay my monthly service fee. And the credit card readers that I bought based on specfic representation that I could return them—-well, turns out there is a no return policy with no exceptions. The agent told me that I should sell them on eBay!
My experience with this company is that the two biggest questions I had – card readers and monthly fees on top of credit card fees – turned out the opposite of what I was told.
For payment processing, I’ve gone with square and I’m happy with it. They have 0 customer service, you can’t even call them. But their stuff works so you don’t need to call them.
I’m done with Intuit.
Intuit is AWFUL! I just started looking at my statements. I have Go Payment and it claims it charges 2.7% for swiped credit cards and 3.7% keyed in credit cards. Well, I’ve swiped ALL my credit cards and I’m being charged 3.7%. Intuit is very DISHONEST and is cheating it’s clients. I will seek to charge Intuit in court for this.
I was shopping for a good merchant servicer. After reading this site I will still be looking.
i had contart with marchant solution company im totaly regrate they service they keep taking many but i do not have acceses i always have problem with my cafe customer they always need to walk to high street to get cash mony to pay bill i NEVER EVER USE THiS COMPANY AGAİN. 00447730283404 my mobile number
Go Payment is a JOKE! I’ve had funds withheld since January 5th and it’s now the 21st. Called five times now, the last two times they said the funds were released, but I still log into go payment and they still say withheld and nothing has hit my account yet. . . I refuse to use them ever again!!!! It’s not worth the stress.
Sincerely,
Furious Small Business Owner.
Well, well, well… I just started using Intuit last month. Everything was fine until I added my bank account and completed 3 transactions on the same day. I got a call yesterday about one of the credit cards, THEY CLAIM, was submitted multiple times by different merchants. I looked into my records and found that the credit card they were speaking of belongs to a FRIEND OF MINE FOR 5 YEARS!!!!!! I called him up and told me he has no idea of what they are talking about.
I immediately called intuit speak to GEORGE, the guy who called me. They sent me to voice mail and I left a message. I woke to find that my account had been shut down. The rep said they get in at 7 PST so i will call back. This is looking like a Big nightmare.
$1200 bucks gone…
Do not use this company for credit card processing, I repeat, do not! I have a small business(salon). Three pushy reps came into my salon while i was working and sold me lies. I asked if I would be under contract and if there was a cancelation fee. They told me no, but never mentioned their “closing fee” that I later found out about. They also told me they had no annual fees…They took $75 out of my account this week. When I called to ask why they could not explain, but offered a refund. I decided to close my account for this reason and the fact that their fees ended up being higher. I asked the customer service representative if I would be charged any fees for closing my account and he said no. The next day $295 was taking out of my account with no notice. I called in about it and they then told me about the “closing fee”. They told me that I could not and would not get it back! I asked again why the $75 was taken out of my account days before and they told me it was for an annual fee! Once again they offered a refund for the $75. Go figure! They lie and mislead you when they send their reps out to present the credit card processing machine offer. They make it sound real good. Be very Aware!!
Intuit continued charging my business a monthly fee by taking automatic debits out of my account for months after the account had been closed. Contacting Customer Service to resolve this was a nightmare, I was repeatedly put on hold and disconnected. Eventually I had to close my checking account. I will be reporting Intuit to the Better Business Bureau.
I’m really disappointed and angry with Intuit. I feel ripped off. I recently purchased QuickBooks for Mac 2011 and only began using it in July. After only 5 mos, it developed a file error. Called support in India. Nice guy, but sometimes hard to understand. He advised me to upgrade to 2012 assured me that most of the time errors. Because I am desperate to get this fixed (my business is paralyzed until it is), I agreed. I was charged $200 simply to “upgrade.” Really??? After upgrading, the file error remained. They uploaded the file (and all my client info) to repair. Also, they claim the file error is a “chargeable error.” Meaning, I need to buy a protection plan just to get support to fix an error on a brand new product. I so regret buying QuickBooks for Mac.
Yep, same problem when I upgraded to QB2011. it imported my data after I finally got it installed, but promptly lost much of the years information. Not to worry, for $25 they can restore the file, just email it to India. After a few days, they say they cannot recover any lost data. Lesson learned, always backup every week. Intuit spends too much time trying to get you to buy more stuff from them when they should make sure the stuff they already have, works!
Nightmare upon nightmares setting up credit card processing through Intuit. Dozens of hours on the phone, you get told a completely different story depending on who you speak with. Dealing with them was taking so much of my time I finally had to wait until a Saturday to call in and it took over three hours! And all the errors are on their end! Finally to add insult to injury they told us Amex would contact us directly about adding them as an option, never heard from them…no that was wrong, we had to contact Amex ourselves, which we did. Got approved and now Intuit can’t/won’t link Amex to our account, even took the Amex button off our page after Intuit sent a fax saying it was added. My assistant is on the phone with them now, again, as usual….it’s ridiculous!!!
Not only does Innovative Merchant Services charge their $295.00 closing fee, they will charge you $500.00 for the so called “FREE” terminal if you don’t have the box the machine was shipped to you in. LOOK OUT!!!!
Warning to all who would use Intuit Merchant Solutions. After being with them for 3 years, I am being charged $295.OO cancellation fee. This was not an early cancellation.
I would not recommend this company. I have had nothing but issues with them. I have a small business and was looking for a way to process Credit Cards. Intuit seems like the perfect solution. Instead they needed up being more of a headache then helpful. I have had to call their customer service multiple times for issues with my account. I ran credit cards one week and the next I could no longer log into my account. It somehow was disabled however I was never informed. Once reactivated which took over a week, I was able to log in and reprocess my transactions and then the transaction where never deposited into my account. I had to call them again to see what the issue was; the employee on the other line response to me was I don’t know. You’ll have to call back tomorrow. Once calling back again, they were then able to fix my problem when asked if I would have an issue moving forward I was told they couldn’t see into the future. I figured this is what I get for signing up with no monthly fees. But then last month a 12.95 fee hit my bank account no warning. Then this month a 14.95 fee hit my account. Once I figured out it was from Intuit I called customer service yet again to try to figure out why I was being charges and they said they didn’t know why I was being charged all of a sudden but corrected it so I wouldn’t be charge next month. However, they could not refund my account for any of the pervious fees I was charged where I shouldn’t have been. I would not recommend them. Not only do you spend more time on the phone then using your account, it’s a headache you want to avoid.
ABSOLUTELY NOT!!!! Do not use Intuit. Worse customer service ever. Long long wait times, they hold your funds and when problems come up, they do not want documents to prove anything.
Here is my story. I sold cosmetics to a buyer for $1250.00. Intuit processed the payment. After 4-5 business days, this still did not go through. I called them and I was told they needed to verify with the buyer. No problem. I confirmed the buyer’s phone number as they had the phone # as well. Two days later, I was told the funds cleared, it was deposited into my account. I sent the goods to the buyer.
Buyer receives goods, then she went to the bank and lied that she never authorized the transaction. Bank immediately accept buyer’s complaint and withdrew money from Intuit’s account. Intuit tries to withdraw the money from my account and refused to accept documents/ shipping receipts from me that will prove that the goods were sent to this buyer and that she indeed authorize the transaction.
I tried several times to have them accept my proof that should have been sent to the buyer’s bank and the bank would have reversed the funds from the buyer to intuit but intuit did not want to deal with it and told me that I had to sue the buyer and they did not want to get involved.
This was stupid. This only made everything complicated. If they had sent my proof to the bank, the bank would have withdrawn the money from the buyer’s account and deposited it back into intuit’s account and case would have been closed. My proof would have showed that the items were sent to the same address as in the buyer’s bank account.
After 4 months, intuit decides to send my account to collections., What kind of a company is this? They would not take documents to send to the bank, they try to withdraw the funds from my account twice which would have overdrawn my account and they decide to send my name to collections.
Do not use this company unless you are willing to deal with this mess
I will never use Intuit Credit Card processing services!
While just checking for more information on their integration with Quick Books Online they took all of my info and started an account for me without my knowledge! I believed I was just collecting info so that I could compare it with other credit card processors. There was no follow up letting me know HOW to use the credit card processing which would have given me the heads up that they were charging me and that I had an account with them. (They do our company payroll and the bank charges we got I assumed were related to that.)
It was only after I received an email that they were raising the rates (15 months later) that I wondered why I would get that email from them IF I didn’t already have an account with them. I called and closed my account right away but the best they could do for me was give me a 3-month refund.
I’ll never even consider using Inuit Credit Card Processing again!
If you are interested in making money, which I am sure you are, stay clear away from this company. They hold your funds without any sort of deposit schedule which makes it nearly impossible to pay your vendors and keep your business intact. Wow I cannot believe these clowns are still in business. They should have been sued a long time ago.
Wow. I am just now researching merchant service companies and after reading all of these comments, guess Intuit will not be on my list of choices! Here I thought they might be decent since I do use their accounting products! Perhaps Intuit should pay attention to what’s written here – it definitely has an impact on potential customers!
This would actually be an OK company to work with if they didn’t have a dysfunctional non-working customer service department. It’s a complete waste of time to call them over anything (but I have a solution below!). To begin with after waiting for 5 minutes through their never ending phone ads, redundant info and menus you can’t get anyone on the phone in less than a 1/2 hour minimum wait and you can be assured that the first person finally answering will tell you you’ve got the wrong department and then transfer you for another 1/2 hour + wait. One of those messages they give you during that 5 minute initial ad period is that they are experiencing “unusually heavy call volume”. It doesn’t matter what day of the week you call or what time of the day you call it will always be a time of “unusually heavy call volume”. It’s true they do offer a nighttime call number but they only are their to take your call and tell you their is nothing they can do for you no matter what your problem is and to call back during business hours. The couple times I did call and wait them out their CS dept they seemed to be completely clueless and borderline incompetent. I had a couple mis-charges that came from errors on their part and was told they would be refunded on the next statement but that will never happen. If they ever tell you a charge will be refunded rest assured it won’t get refunded and when you do call up after your next statement comes out and you don’t see it and you wait the obligatory hour on the phone they will have no idea what you are talking about. Fortunately I have found a workaround for their non-functional customer service department. Just call what they call their “customer retention department” and they answer the phone right away! Their number is 800-397-0707 (BTW, even finding phone numbers for this company is a major challenge. It once took me over a week to even get the right department to open a new webstore account with them). They will take care of whatever problems you have right away! So the main takeaway which I hope will save people hours of potential frustration and wasted time is don’t even bother with their so-called “customer service” dept., just call their customer retention dept. no matter what the issue may be, it seems to be the only real functioning dept. Other than answering the phone issue they seem to a pretty good processor… at least so far!
I had the same experience as some of these people. Who has time to wait through endless phone menues only to find that the live people you get have no answers either. The company seems to exist by keeping the money from their merchants until they run the gammit of excuses and maybe finally release payment after they…. i don’t collect a months worth of interest? It’s beyond me how a company this big can have this poor of service record and remain in business.
Had I read the reviews before choosing them I would have chosen to pay the higher interest rate my local bank had to offer in leu of some kind of customer service. God forbid I have to call with a question about a customer card transaction. This all came after ….one…thats right …my first transaction with these people. Take some advice…choose another provider
As another followup I’ve decided to finally part ways with this company. The final straw was I had two small chargebacks cases opened on me due to a couple late deliveries. I submitted via email my rebuttal packages with all the required paperwork e.g., delivery confirmation etc., which takes a while to compile and scan in to send to their chargeback department. Periodically I would login and check my account on the status of those cases and they were never updated. I tried emailing multiple times asking for status updates for those cases and got ZERO response. I tried calling once or twice but after sitting on hold for almost an hour I concluded it’s pointless and not worth my time. I have no idea what these people are doing. One of my two cases is closed now, they never did their job to represent me in the case and I have no idea what they did with the rebuttal packages I submitted, I can’t get any response out of them. I’m out about $70 due to their incompetence. I have zero confidence that if I ever did receive another chargeback case that they could competently process my rebuttal response. Now I have to file formal complaints with the Attorney General and BBB about their chargeback dept failing to do their jobs. I have no idea what these people are doing but they’ve lost me forever as a customer.
These guys are complete lying weasels. Here’s a link to my BBB complaint (they have had 400 complaints filed against the BTW).
http://www.la.bbb.org/DV.aspx?BBBDOC=8tMxjo+Yntg=
I had a small chargeback. I sent in the rebuttal package showing the merchandise had been delivered. What do I get from Intuit, no update of my case and they become completely unreachable to confirm if they ever received it. They don’t answer the phone, they don’t respond to emails… what is with this company? Then they flat out lie about a submittal deadline which I busted them on with my screenshot. Not only are they incompetent they are just flat-out lying weasels… I encourage everyone who posts here to also follow-up with a BBB complaint. Thanks Intuit for screwing me out of $42.69 plus your $20 chargeback fee.
Avoid Intuit at all costs. I used ECHO for years and no issues..and then they were absorbed by Intuit. After Intuit Payment Solutions charged me for some contrived fee, I spent weeks trying to get hold of someone. Every phone call to customer service led to a long hold time. No email addresses were available for support either. Finally I found a small textbox on a website to enter my concern. An employee called me and agreed to withdraw the odd fee. But, it appeared on my next bill and everyone I talk with stonewalls me or gives me an obviously prepared sales speed about how “small the fee is” and “it’s a one time fee”–like I’m supposed to thank them for charging me unauthorized amounts.
Without a doubt their service is horrible, some of the worst service I’ve ever seen, with uncaring people. But I’d go even one step further and classify them as petty criminals.
I would never consider doing business with these people.
I considered Intuit because they were the only ones I found that wouldn’t demand a contract. I now regret my decision since it has been a nightmare dealing with them. As some others mentioned, customer service is a joke .. hold times are way longer than they should be (maybe too many people calling to complain about their service). I had to call every time if I wanted to know the status of my application … only to be told that underwriting didn’t like one thing or another. Not sure who’s at fault (sales or underwriting) but either way is Intuit’s reputation on the line. A full 20 days after applying I called customer service and the person I spoke to (after a very long wait on the line) told me that he found no record of my application. I proceeded to leave a voicemail with my sales contact about withdrawing my application so we could stop wasting each other’s time (mine mainly) … then I sent him an email. Four days later he hasn’t acknowledged either. Not even an apology or any attempt to keep my business. I never got the service, so I’m writing here about the application process. I honestly don’t think they even care about the bad reviews, they are too busy selling their other services … which people complain about all the time. Avoid them if you can.
Intuit has the most pathetic customer service i have ever received from ANYONE! Had a few chargebacks so of course they looked at the account and held some funds… ok i get that. The guy in the risk management dept. that was assigned to my case was a complete joke. He called me once to notify me of the hold, after that, he never answered calls from me or returned voice mails. my funds were then held for another 90 days because i was unresponsive he says. ??????
so i begin to speak with someone else at risk management to try to get details sorted out. she is speaking to “mike” while i’m on the phone with her. So i ask if i can speak to him directly. she says “no, he’ll just let it go to voicemail, he picked up for me because he saw it was a coworker” What a bunch of BS! He single handedly caused over 1,000 to be held for over 6 months.
My rating? 0-5 for intuit. For mike and his customer support? -5 out of 5.
This company withheld $10,000 of my money for 290 days because the first month I opened the account I apparently had too many credit card transactions. They said as a precaution they will withhold this large amount, without interest, for 290 days, because they claimed that’s how long a customer had to dispute a charge. Renee Wilson from Risk Managment told me if my account is in good standing and I have no charge-backs for 290 days, she would release the $10,000. Not to mention, she was really rude about holding the money and saying she’s not here to finance my business. Well excuse me Renee but $10,000 is a lot of liquid money for a small business to help it run. Well 290 days passed. They deposited $5,000 back into my account but are now withholding $5000 still for a security deposit. I left 3 messages for Renee but I didn’t get a call back. I spoke to 3 others at Risk Management and they claim that I can only speak to Renee, that no others have access to any other information. I caller her manager Stephan Van Lar and still no response.
I have been using Intuit Merchant services for over 3 years now. I have never had problems or issues with their service. In that time, I’ve only personally experienced one down time situation and it was back up within 24 hours. Yes, that was inconvenient, but I survived. Personally, I can’t beat the integration with my Quickbooks and for me, that is the biggest perk! I try to integrate as many things as I can with my quickbooks. Makes life that much easier. I have never had issue with Intuit holding funds or anything like that. Everything has been pretty smooth. No issues.
I WAS VERY PLEASED WITH INTUIT QUICKBOOKS. BUT SINCE WE HAD TO UPGRADE AND WHICH WE DID ON MAY 29, 2011 I CANNOT GET ANYONE IN
CUSTOMER SERVICE TO HELP AND THE HOLDING TIME IS OVER 45 MIN.
AS I AM WRITTING THIS THEY STILL HAVE NOT ANSWERED AND I HAVE A BUSINESS TO RUN. I HAVE LOST 2 CUSTOMERS BECAUSE I CAN NOT PROCESSES A CREDIT CARD, IN THE PAST CUSTOMER SERVICE HOLDING TIME WAS AT THE MOST 5 MIN. THIS IS 45 AND SOME, THIS IS ON CALL FOR AND I FEEL YOU SHOULD OF STAFF MORE PEOPLE WHEN YOU NEW THAT YOU WERE DISCONTINUING 2008 QUICKBOOK YOU NEW THAT CUSTOMER AS MYSELF WILL HAVE QUESTIONS
JUST WANT TO LET YOU KNOW HOW I FEEL AND HOPE YOU CAN DO SOMETHING ABOUT THIS PROBLEM IN THE FUTURE
PETERSON SERVICES
ANITA
In 2007 I bought Quick Books and saw where I could get my credit card credits posted automatically. So I checked into it on line filling out certain information. I got down to the last part and discovered I would have to change to Innovative Merchant Services as my credit card processor. I knew that I could not do that as my business software was incompatible with anything other than the company we were using (already blackmail there). So I stopped and pursued no further. About a month later I got a paper bill from Intuit. I called and explained it never was set up and could not use. They never even gave me the information to switch over for that matter. They told me it was cancelled. In May, 2011 I am now changing the credit card processor for my business and have found one that is compatible with my software. Everything is changed over smoothly and I notice one charge still occuring on my bill that should not be there. I call thinking this is one thing left from the old processor only to find out it is Intuit. I tell them I have never done business with them and then they remind me of 2007. Wow was I shocked. They have been billing me since 2007 anywhere from $39 to $49 per month. They offered to refund me 3 months. What an insult. I told them I expected it all because they never were my vendor and never set me up to be their vendor. We are fighting it out now. Perhaps I should mention that I am a lawyer as well as a retail merchant. I do plan to sue if I do not get results. I never had a valid contract with Innovative Merchant Services, Intuit or any other name. And, I was never given the means to use the service they claim I could have used. They were rude on the telephone and told me they would kiss my ass if it were not so big. Not a good business!!!
Worst company to deal with – avoid them! I signed up for a free gopayment merchant account in January through their gopayment website. Free being advertised as no sign up fee and no monthly fee for service only charges per transaction. Also offered a free iPhone card reader. After sign up I got no confirmation email or anything about how/when I would get the reader. Called them several times and their people (said they) knew nothing about the free offer. Eventually got to a supervisor who acknowledged they had problems with the launch and promised that my account was set up and she was sending out the reader. She called a few days later to check if I got it and it came that day. Then in February I saw a charge on my bank account of $50 that I did not recognize. Called the bank and they refunded because they could not trace the company making the charge. Then I worked out from the reference it was Innovative Merchant Solutions (div of Intuit) making the charge. Called them and they said I signed up for a full price merchant account. When challenged to show proof they backed down and said they changed it to the free account and would refund the erroneous charge. Then I get March bank statement and once again they charged a fee. Called 3/14 and closed account and they said they were refunding the fee and it would show in bank in 7 business days. Now 3/31 and no refund. Called them today and was told the refund wasn’t authorized until 3/29 and will take 14 business days to go through. So they have had my money for 4 weeks so far and probably 6 weeks in the end plus I’ve spent considerable time on phone trying to get my money back dealing with some of the most rude and unconcerned ‘support’ staff I ever experienced. My advice – stay away from Intuit/GoPayment/Innovative Merchant Solutions. I am looking into other solutions like Square to see how they stack up.
A- ! What a crock. I am a QuickBooks Pro Advisor dealing with Innovative Merchant Services every day (and HATING every minute of it). This company has absolutely THE WORST SERVICE AND SUPPORT RECORD OF ANY COMPANY I HAVE EVER DEALT WITH IN MY 27 YEARS IN THE IT INDUSTRY. If you check their uptime record over the last year, you’ll find that they have had NO LESS THAN 8 UNPLANNED OUTAGES, SOME LASTING SEVERAL DAYS! This isn’t just sour grapes because my performance as a consultant is measured by how well the solutions I recommend and implement WORK. If the solution works, I get KUDOS, but if it doesn’t, I get brought out back and SHOT, and my back is perforated with so many Intuit Merchant Services BULLET HOLES, it’s pathetic. I will NEVER recommend them again, EVER, and I will tell EVERY customer using this service to RUN, DON”T WALK THE OTHER WAY!
Thinking about bringing your concerns to management at Intuit Merchant Services? GOOD LUCK. I tried to bring them a customer who processes $300,000 in credit card charges PER MONTH, and when I had problems with poor performance and support, I called Jackie, who is a director level manager. She couldn’t have cared less, wound up losing the client, and never even called to ask why. THIS COMPANY DOESN’T CARE ABOUT YOU, ME, OR ANYONE ELSE EXCEPT THEMSELVES. Sure, they make it easy to record credit card deposits in QuickBooks, BUT WHEN YOU CAN’T PROCESS YOUR CREDIT CARD CHARGES BECAUSE THEY ARE DOWN, THEY HAVE INCOMPETENT BOOBS AS SUPPORT REPS, AND THEIR MANAGERS DON’T CARE WHETHER THEIR CUSTOMERS ARE HAPPY OR NOT, WHAT ARE YOU REALLY GAINING?
IF YOU SIGN UP FOR THIS SERVICE, DON’T BE SURPRISED WHEN THE MERCHANT SERVICE CENTER TAKES 45 SECONDS BETWEEN SCREEN REFRESHES, YOU ARE LEFT ON HOLD FOR HOURS AT A TIME, THEN GET A LEVEL 1 IDIOT WHO TRIES TO SHIRK RESPONSIBILITY FOR THEIR PATHETIC RESPONSE TIME, ERRONEOUS AND DUPLICATIVE CREDIT CARD CHARGES, AND NUMEROUS OUTAGES. ALL I CAN SAY IS … CAVEAT EMPTOR!
A- … hah!
i use square (squareup.com) my self and love it. THEY SENT ME LIKE TEN READERS SO I CAN PUT ONE EVERYWHER I NEED. Just ask and they will deliver. Never had any issue but their penny rounding where they win the battle on the rounding but that noting compared to what i am reading on this forum. Good luck to all of you.
We have a small shuttle business and decided to give the Intuit credit card a try. BAD DECISION!
I am VERY frustrated with Intuits Merchant Service. I overlooked the charge that was coming out of my checking account on the 3rd of each month. We tried the credit card with Merchant Service and could not get it to work AT ALL. We filled out the form and sent it back to them. The service had two months “free”. We thought that it was all canceled until I checked into it and found that they have been stealing money out of my bank account for 1 year and one month( March 2010 to March 2011) . They started taking $39.95 out of my bank account each mouth. After two hours on the phone they said that they would refund the last three months. I have not seen a penny of the promised return. I am thinking I will get my bank to block the charges and contest the charges for the last couple of months. It sounds like Rob is having problems getting his charges blocked/stooped. I will work on it more soon and follow up with what happens.
Randy Norman
Some story for us. Nothing went right with Intuit/IMS. Several faulty attempts to program our new card-swipe machine, numerous delays in deposit of funds, frequent mismatched & mysteriously vanishing batches, expensive check processing fees, no printed statements. Every call to custumer service involved at least 30 minutes of being repeatedly put on hold by English-challenged reps before reaching anyone the least bit helpful, who would promise to resolve the issue but rarely did. Notified them in writing to cancel service, but they continued to withdraw fees from our bank account for months. When my banker called Intuit to dispute, Intuit rewarded me with an EXTRA withdrawal from my bank account the next day. We finally had to close that bank account.
Hmmm, when I was pressured into signing up with Intuit (Innovative merchant solutions), it seemed I was going to save money. After I looked at the paperwork, I noticed the Cancellation Fee of $295. Some companies have these to make sure you stay with them for a year or two. Intuit’s cancellation fee NEVER goes away. If you cancel for any reason, ever, you will be charged $295. Since I don’t like companies blackmailing me I canceled immediately and paid them their ransom. I certainly was not going to let them collect fees from me for years and one day have to pay them anyway.
On top of the QB 2011 loss of data problem I had, Intuit will never get any more of my money. I’m, looking at Peachtree when QB 2011 “expires”.
We were very unhappy with the Intuit Mearchant Service (e-checks) that we received. We had numerous returned checks charged to our account because of “security” on their checking account. I think that they misrepresent their service as being easy and convenient, which it is not.
I also called in at one point to ask what I should do about our first returned check. Theirr representative told me to physically deposit it at the bank. I did this, which we were later told by another representative, was the incorrect thing to do. They cleared the check and I cleared it at the bank. Our customer was then charged twice for the same amount, which is now a situation that I have to fix. Even though their representative gave me the wrong advice, I was told their company has no means of fixing the issue.
From now on, our company will think twice before trying out Intuit’s services.
Absolutely the worst credit card processing company on planet earth. Held money, customer service sucks and is horrific and my company was absolutely hindered by their processes, which took me weeks to clear up. How did I clear it up? I left them and went elsewhere.
Do NOT USE THIS COMPANY if you want to run YOUR company smoothly.
DO NOT USE INTUIT MERCHANT SERVICES OR HOMESTEAD!!!!! First they set up my account wrong, held my sales hostage for over a week, then told me “oops, we set up your account wrong” made me send in all my corporate paperwork and then held my funds another 72 hours. Because they set up my acct wrong the bank rejected the deposit so Intuit charged me over $116 off my first deposit and never told me about any of it. Shady shady shady shady!!!!! Trust me, its more of a headache then what its worth. HORRIBLE CUSTOMER SERVICE! HOMESTEAD IS A JOKE AS WELL.
Intuit has, on two separate occasiions, withheld payments made by my clients! I believe Intuit is using money belonging to subscribers to feather its own nest. I’ve been told by a “risk management” person that transactions are subject to “review” by staff members to make sure that everything is okay before passing money paid by clients to our firm on to us. If you imagine how much money Intuit is amassing and using – free of interest – while some mope conducts a review of a perfectly legal transaction.
I’m on the hunt for a different payment service!!!
I’m furious with the cloak and dagger business approach by INTUIT. I don’t care if they use third party processors. INTUIT has extremely poor customer service. Explicitly, uneducated staff, uneducated superiors, and most likely a policy not to assist merchants with a valid dispute.
Most important is their lack of respect for their customers. I suspect that their billing practices are unethical and unconstitutional. Either way, I am reporting my poor experience to my local congressman, the BBB, and mainly my lawyer.
BAD COMPANY!!!
Hi Kevin,
Would you mind elaborating on your experience with Intuit Merchant Services in another comment? Not only would it be helpful to other readers, but it could help you resolve the matter.
I am a marketing manager for GoPayment, a new product from Intuit that allows merchants to accept credit cards using their mobile phone. We really appreciate all the candid feedback about our services and are working hard to make our pricing as transparent as possible and removing extraneous fees. For example, GoPayment costs $12.95 / month, and discount rates as follows: swiped rate: 1.7%, key-entered: 2.7%, and non-qualified: 3.7%. We charge a $0.30 per transaction and $0.37 per transaction for non qualified transactions. That said, we have no cancellation fees, no set up fees and no monthly minimums. You can look for similar pricing changes/options for our other products in the new year. Thanks again for the candid feedback.
What good is a competitive discount rate when your company can’t keep it’s service working and your support sucks?
Ben Ellerd
QuickBooks Pro Advisor
thanks to all these people i will definitely not be using Intuit and stick with square (squareup.com). I had a merchant before and after fees was being charged 12%.
IF A COMPANY DOESN’T HAVE TRANSPARENT PRICING I WILL NOT DO BUSINESS WITH THEM. (PERIOD)
Michelle,
You know the day I made my first transaction using my cell phone I was singing the praises of intuit. The transaction went through and I got an email confirmation. I was happy.
Three days later when I still didn’t have the money in my business account I called and found out that you guys put a 1250.00 a week limit on my deposits and that triggered some kind of a case to be investigated. Get real….your product has great potential but your customer care and service needs some serious attention.
I plan to travel a lot with my business and really like the portability of the card reader. I guess I just need to find someone that has a real company that puts the money in my bank account in 1 or 2 days like you guys promised.
Michelle,
I was reading reviews on your company in hopes I could save some money and get rid of my processors for my business.. Thank god I read the reviews I need my money in my account within a day or two I can’t wait 290 days for my money. Your gonna lose a lot of clients and your business is gonna get sued.. You may want to start looking for a new job.. start one yourself and use your own people see if you can handle everything these people have.. Your company is being looked at by attorneys hopefully they shut it down. Food for thought tho imagine not getting your paycheck and fees being taken out by your employer for something you werent aware of.. No to inuit for me I have a business to run I will keep doin what I am doin
i just recently started using intuit gooayment i made two transactions in one day from same credit card from a customer of mine for years next day u guys canceled my account said it was fraud even know u contacted customer and cleared up and it was a prepaid card her funds were there now we are having trouble even getting her a refund of her 1200 dollars i dont even care it was my payment im more embarassed my customer has to deal with trying to get her money back any suggestions