Escalation: Request for One-Time Refund of Undisclosed Keyed Card Processing Fees

Dear QuickBooks Payments Support,

I am writing to formally escalate an issue that has remained unresolved since May regarding the additional processing fees we were charged for manually entered (keyed) credit card transactions.

Our company has been using QuickBooks Payments for quite some time and currently has three active merchant accounts. One of these accounts processes a significant volume of transactions because we manage events and regularly collect deposits and final payments from clients. Many of these payments are processed using customer authorizations to manually charge their credit cards.

Throughout our time using QuickBooks Payments, we understood that our credit card processing fee was 2.99%, as this is what is prominently displayed when creating invoices and selecting payment methods. At no point during setup or within the invoice payment workflow was it made sufficiently clear that manually keyed credit card transactions incur a higher processing rate of 3.5%.

While reconciling our books, we noticed discrepancies between our expected payouts and the actual deposits we received. After contacting QuickBooks Support several times, one of your representatives finally explained that the additional charges were due to the higher keyed-in transaction rate. They also showed me where this information is located under Account Settings > Rates per Transaction, which I had never been directed to before.

After I explained that these additional fees had never been properly disclosed or explained, the representative agreed that my concern was valid. I was informed that my case would be escalated to the appropriate review team (Tier 2) for consideration of a one-time refund for the additional fees that had already been charged. I was also advised that, moving forward, I would now be aware of the higher keyed transaction rate.

Since then, I have contacted QuickBooks Support numerous times for updates. Every representative has told me that the request is still "under review" and that I should continue waiting. The only reference I have ever received is:

Case ID: [removed case ID]

It has now been several months since I first reported this issue, and despite multiple follow-ups, I have not received a resolution, a decision, or even meaningful communication regarding the status of my refund request.

This is a legitimate request based on the fact that these additional charges were not clearly disclosed in a way that allowed us to make informed payment processing decisions. I fully understand the pricing structure now and have adjusted our expectations going forward. However, that does not change the fact that the previous charges were incurred without our understanding of the higher keyed transaction rate.

I respectfully request that this matter be resolved immediately. Please complete the review and process the promised one-time refund for the additional keyed transaction fees charged prior to my initial report in May.

If any additional information is required from my end, please let me know as soon as possible. Otherwise, I ask that someone with the authority to resolve this case review it without further delay and provide a definitive response.

I appreciate your prompt attention to this matter and look forward to your immediate resolution.