Delayed Payments on our Account

Email to Support at QB

Overview of What Happened

Our company recently received a large payment from one of our biggest clients, a client we've successfully worked with for over three years. Instead of processing the payment as expected, our payment processor, QuickBooks, placed a hold on the funds and requested additional documentation, including bank statements and a copy of our contract with the client.

What made this especially frustrating was that QuickBooks stated our account had a $50,000 inbound transaction limit. However, I have multiple emails from QuickBooks confirming that our account is approved for a $500,000 rolling 30-day limit. The information being provided was completely inconsistent.

To comply with their requests, I was forced to go back to a major client and ask permission to share a confidential contract with a third-party payment processor. This was not only embarrassing, but it also put me in a position that conflicted with the confidentiality expectations outlined in our business relationship.

As a result of these delays, funds that should have been readily available to our company were locked up during a critical payroll period. The hold on this payment created a situation where our small business was unable to process payroll on time, directly impacting our employees and their families.

The most frustrating part is that none of this was caused by our client, the transaction itself, or any issue with our business. It was caused entirely by our payment processor's decision to hold the funds while requesting sensitive documentation and then providing explanations that contradicted their own written communications regarding our approved transaction limits.

Small businesses depend on reliable access to their funds. When a payment processor unexpectedly changes the rules, delays payments, and demands confidential client information, the consequences can be significant for business owners, employees, and customers alike.

Dear Support

I am emailing you regarding a delayed payment from a client that my company has worked with for over three years. This is an established business relationship with a history of successful transactions, which makes the current situation even more concerning.

My issue began when I called regarding a hold that was placed on my client's $50,000 payment. I was informed that additional verification was required. Although this was not the first transaction we have completed with this client, I was asked to provide banking information as well as a confidential contract between my company and my client.

After supplying all requested documentation, I was then told that my account has a $50,000 transaction limit. This directly contradicts numerous emails I have received from your company stating that my account has a $500,000 rolling 30-day transaction limit.  Copys of the emails from Quickbooks stating this have been attached to this email

I am extremely concerned by this disconnect and the lack of consistency in the information being provided. Despite complying with every request made by your team, I continue to receive conflicting information regarding my account and the status of these funds.

As a direct result of this hold and the contradictory information being provided, I am currently unable to access funds needed to meet payroll obligations. This situation is placing my business in a very difficult position and may prevent my employees from being paid on the 15th. This is an unacceptable position for my company to be in, particularly given that this payment was received from a long-standing client.

I expect an immediate explanation for this discrepancy and a prompt resolution to release the funds. Please provide, in writing, the specific reason the transaction was held, why confidential documentation was required, and why I am now being told there is a $50,000 transaction limit despite prior written confirmation of a $500,000 rolling 30-day limit.

I would appreciate your urgent attention to this matter and a response as soon as possible.

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