Pay Feature

Although our company never signed up for the new pay feature, QBO has allowed one of our customers to use it anyway. The customer made a payment in the amount of $10,500 eleven (11) days ago and QB is STILL HOLDING THIS MONEY!

I have spoken to three different people with QB and am being told that the only way to get this money released to us is if we sign up for the new “Pay Feature”. We DO NOT WANT TO DO THIS. I have spent hours on hold with QB trying to resolve this, and I can’t understand for the life of me how this could possibly be legal. I have asked to have the money returned to our customer, but am told that they will hold the money for 30 days before returning it to the customer.

I do understand that this is a payment that our customer willing made to/through QB, but I feel that QB is playing pretty dirty here. They are giving our customers those “PAY NOW” buttons that make the customer believe that we have signed up for this payment service and they are making money by holding somebody else’s money hostage.  

Has anyone else experience this? Any suggestions on how to handle? How to keep this from being repeated?