I run four companies with QuickBooks Online (QBO), three of which are very active. In Fall 2024, I created a new company, assuming the fees would match my existing accounts under the same QBO service level. Unfortunately, I was wrong.
Upon receiving a $200,000 ACH payment via invoice, I discovered that for businesses started after September 2023, QBO charges a 1% processing fee with NO CAP—meaning I paid over $2,000 for a simple ACH transaction my bank would have processed for as little as $1.
After escalating my complaint three times, QBO’s response was simply to "read the terms and conditions." I admittedly missed this policy, but I never expected QBO to charge different fees based on a company's start date or demand such an outrageous cut of my transactions.
After 2 hours and 45 minutes on the phone, I was told I could get the fees refunded if I issued an eCheck refund and had my customer pay me outside QBO. That seemed like a solution—until I learned that QBO would charge me another $2,000+ to process the refund!
How is this real? I feel completely robbed by QBO. A 1% uncapped fee on ACH payments? Why would anyone use QBO for invoicing under these conditions? This is beyond unreasonable. I was also informed I could apply for a discount rate in another month, great, but this is no help, I will never allow ACH payments on my invoices.
One QBO representative even admitted that I’m not the only one caught off guard and complaining. Clearly, this is a widespread issue. Intuit needs to address this predatory pricing model immediately.
