ComplaintsforIntuit, Inc.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 08/20 I received a payment from a client through Quickbooks online merchant services. The amount was of $10.000. On 08/22 I was told that the payment was under review. I was asked to submit supporting documents to my business to which I obliged. On 08/29 my merchant account was closed and I was told that my funds would be held for 90 days and then returned to my client.I have spent 8 hours on the phone with Quickbooks support and always get different answers. I was not given a reason as to why the funds were held. For a small business like mine this is a very dangerous situation.

  Business response

  09/06/2024

  To Whom It May Concern, 

  Thank you for the opportunity to respond. We have thoroughly reviewed Mr. ********************* account closure and are pleased to inform him that we have successfully re-opened his payments account. Furthermore, his funds have been released to the bank account on file. Those funds should be visible in your account within ***** hours. We consider this matter closed. 

  Respectfully, 

  *****

  Office of the President 

  Customer response

  09/06/2024

   
  Better Business Bureau:
  
  I worked with a risk assessment manager called ***. She was extremely diligent and resolved my issue within 2 days. I am satisfied with the results and thankful that the BBB stepped in and helped me with this problem.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have had a Quickbooks ********************************* account for my business since September of 2020. Last Thursday 8/29/24, at 2:39 am, I received 3 emails from Intuit Quickbooks stating that both my ********************************* account was closed and that my "funds were transferred". I didn't initiate this and immediately thought it was either fraud or a glitch on their side. Since then, I have contacted 3 agents and none can provide any information outside of the following: 1. They don't know why it happened, but that the closure was a "business decision". 2. They don't know where my funds are or when they will be returned to me. 3. They don't know if or when I will be contacted and when/if my funds will be returned. The amount in my account was $38,123.33 which is money that is need to pay bills and also can't earn interest when a company is holding it without my permission. This to me is 100% fraud and robbery and Intuit should have to pay me for my troubles and lost interest. It's absurd that I can't get someone on the phone to discuss this matter. It's not an insignificant amount of money that I need and fast. They should be held liable for this and need to contact me ASAP.

  Business response

  09/11/2024

  To Whom It May Concern,

  
  We are grateful for the opportunity to address the issues brought forward regarding *****************************.

  
  We have addressed ********************' concerns with his Merchant Service and GreenDot accounts. We thank him for his patience while we worked toward a resolution.

  
  Respectfully,

  
  Office of the President - Intuit

  Customer response

  09/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed my taxes with them and never received it but it's been processed

  Business response

  09/03/2024

  Thank you for contacting Intuit via the Better Business Bureau.
  
  We were unable to find a case associated with the contact information provided the BBB where Epiphany has allowed our frontline experts an opportunity to assist with their inquiry. The Better Business Bureau is not an Intuit Support Channel. You must visit **************************************** to engage with our experts, either via chat or phone call, to receive assistance. Once you have contacted support you will receive a case number. If the expert is unable to resolve your issue, please reply with your case number to this BBB thread and we will investigate further. We cannot assist you until you have gone through dedicated Intuit support channels.
  
  Sincerely,
  Intuit

• Initial Complaint

  08/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Intuit QuickBooks Online prominently advertises 5% *** with its QuickBooks Checking accounts (**********************************************************************************), but various parts of its website obscure that the advertised interest ONLY applies to money in designated "savings envelopes." Under "Important pricing details and product information" about the ** Checking account, the website states that:"Annual percentage yield: . . . The *** is applied to deposit balances within your primary QuickBooks Checking account and each individual envelope. We use the average daily balance method to calculate interest on your account. . . . "This would confirm a common consumer assumption that the advertised *** applies to the total balance of the QuickBooks Checking account and not just the balances set aside in "savings envelopes." In addition to its website, QuickBooks Online features advertising in its app for users who have not opened a ** Checking account, prominently promoting a 5% ***.Several months after transferring a large cash reserve balance into my ** Checking account, I noticed that I was not receiving interest deposits proportional to the advertised interest rates. When I brought this discrepancy to **O support, I received the runaround for over an hour, being transferred to different internal departments that did not know what I was talking about. Eventually, I reached an agent who informed me that the advertised interest rate only applies to balances in savings envelopes. I directed the agent to review the quoted statement above on the ** website, and they admitted that it seemed to match my interpretation that the interest rate applied to the total balance. Still, she understood that it only applied to money placed in envelopes.I want ** to honor its implied interest rate on my total account balance for its open duration and update its marketing to show that the ** Checking primary account balance receives 0% *** and savings envelopes ONLY receive 5% ***.

  Business response

  09/06/2024

  To Whom It May Concern, 

  Thank you for the opportunity to respond. We spoke to ************** and explained customers could earn 5.00% APY on the average daily available balance distributed across their envelopes. Additionally, we are currently working on updating our website to ensure clarity for our customers.

   

  Respectfully, 

  *****

  Office of the President 

   

• Initial Complaint

  08/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have signed up for Quickbooks Online. Quickbooks put credit card payment links on several invoices that I emailed out and then accepted payments from my customers. Since catching this deceptive activity I have attempted to remove the payment link from my invoices and I have attempted to reverse the card charges back to my customers. I formally demand that ********************** immediately and fully reverse the charges to my customers' cards. I also demand that ********************** immediately cancel and completely remove the Merchant Account that they auto-created for me. I don't want this Merchant Account and I never signed up for it. This is 100% a fraudulent and deceptive business practice intended to sucker Quickbooks' customers into using ********************** Services thru Quickbooks. I decline to use this service.

  Business response

  09/03/2024

  Thank you for contacting Intuit via the Better Business Bureau. A senior member of our Intuit team has investigated this matter. We have contacted ******************** directly and have provided him with a resolution. The merchant account has been closed and all funds have been dispersed back to his clients. 

  Thank you
  Intuit

   

• Initial Complaint

  08/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In April 2023, I was locked out of my Inuit Account for ********************** Online, when I called to inquire as to why, they said the account had been shut down because of suspected fraudulent activity. I could no longer access the account. I created a new account that same month and did not realize I was being double-billed, and that there was a duplicate account. I contacted QB today and have attached the chats. They refuse to assume liability but it is clear that there was an account I could not access. I am not asking to be refunded for the account I am still using, only the one that was charged to my debit card, see attached account statements as well.

  Business response

  09/06/2024

  To whom it may concern,
  
  We worked directly with *************************** to address her concerns.
  
  Respectfully,
  Intuit's Office of the President
  
  

• Initial Complaint

  08/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called Intuit on 8/14 to inform them of fraudulent activity on my account. Someone took control of my intuit account and processed a $4,200 invoice to a customer named ********************** using a bank account that I had no knowledge of. I am not affiliated with this customer. Im assuming they stole their bank information and used my intuit account as a cover to process this payment. They then went into my account settings and processed the payment as an instant pay-out and had the funds go to a master card ending in 3977 (this is not my card). My deposits always go straight to my bank account. The hacker stole the $4,200 and $736.16 worth of invoice payments I had already processed earlier in the day. The fraud department had me reset all my logins, passwords, and run virus scans. A few days later, the $4,200 was attempting to be debited from my bank account. Im assuming because that company disputed the charge. I called Intuit and they instructed me to issue a stop payment on this because the fraud department was still investigating it, and if I had paid it, they said I may not get the money back. I called my bank and did what they asked. A few days later, I noticed that Intuit was withholding deposits from invoices that I had processed. I called and asked why, and the agent said it was because I had a $4,200 hold on my account, so they were applying these invoice payments towards this balance. I explained the situation to the agent, and they opened another case and gave me the case number. I called back yesterday to check on the status of Intuit removing the $4,200 hold from my account and releasing the funds that they were withholding, and the agent said it has been resolved. I told him nothing was resolved. That the hold was still on my account, and the funds were still being withheld by Intuit.The fact that Intuit is holding me responsible for this fraudulent activity is alarming. Not to mention the fact that their software allowed this.

  Business response

  09/06/2024

  To whom it may concern,

  ***** has been working with our Merchant Services escalation team. He was informed of the Terms of Service and explained his liability for the payment. A refund of $1600 was issued as a courtesy to help alleviate some of this, and a payment plan has been set up, which allowed his account to have the hold removed.

  We have reviewed interactions with our experts, identified knowledge gaps and training opportunities, and will be taking action regarding their behavior.

  We thank ***** for bringing this matter to our attention and the opportunity to assist.

  Regards,
  Office of the President
  Intuit

  Customer response

  09/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Quickbooks and Intuit have repeatedly charged our bank account without authorization on many instances. When I reach out to their customer service, they do not have any clear information as to why and who is responsible within their company for these charges.Then, they tell me they are "escalating" my concern to the back office team (which are unavailable to contact). But the escalation takes 1-2 business days. Meanwhile, additional charges are being withdrawn from our bank account that they have full access to.It is criminal that they are allowed to withdraw monies from our account. Moreover, they act like a banking entity but say they are not a bank and are powerless to refund any money. This excuse only benefits them, not the consumer. Quickbooks/Intuit has grown at such a large and rapid rate, also owning companies like Turbo Tax. It's dangerous for.a corporation to have this much power and ties to consumers finances. I tried to file complaints with at the *** but since Quickbooks claims they are not a financial institution, it doesn't apply. They are hiding behind that to avoid repercussions of their actions.

  Business response

  09/06/2024

  To whom it may concern,
  
  We worked directly with ***************************** and addressed her concerns.
  
  Respectfully,
  Intuit's Office of the President

  Customer response

  09/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Client paid four invoices via Intuit's ACH link. Intuit has held the funds for more than two weeks without any justification, and when we call we are told they will be released in ***** hours. We have been told this for over 10 business days.

  Business response

  09/04/2024

  To whom it may concern, 
  
  We are writing to express our gratitude for the chance to collaborate with Mr. ************************** We are delighted to inform you that all of ****************** concerns about his merchant service account have been satisfactorily resolved. We'd like to take the opportunity to acknowledge ****************** patience and cooperation throughout the issue's resolution.
  
  Sincerely,
  
  Office of the President - Intuit
  
  

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Turbo tax never sent my tax return to the **** They do not pick up the phone when you call. They are a total scam. I paid them for a service and they took my money and did not do their job. I demand a response.

  Business response

  08/28/2024

  To Whom It May Concern,

  We reached out to **************** regarding their concern and was informed that it was already resolved. No further action is needed at this time.

  Respectfully,
  

  Office of the President

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩