Hi Zack, thanks for responding.
In this thread you’ll notice that most have already called/chatted with support without resolution. For us we’ve called many, many times, have spent hours with intuit support. They’ve never found the source of the issue and nearly every time we called/chatted the people in payments support came up with a different reason - never positively identifying the reason and almost always the “solution” was to tell the customer to use a CC.
Support refuses to escalate the calls - and says there is no way to do so. They blame customers who verify there are no issues and never have been, use ACH with other vendors. Our customers tried paying over 20 times. When speaking with our banks there are no restrictions, prohibitions and as the failures are instantaneous they are clear it can’t be them as they don’t process the ACH that quickly.
From payments support we’ve heard it’s customer, our bank, new fraud detection, etc. but never “here is the problem and here is how to resolve it, when it will be fixed”.
We check the merchant service center - there is zero useful information. ACH that had been working stop for no reason. One time we called into support saying “it’s too much money”, we ask “what’s the limit & where’s that policy” and they say they can’t provide it - but Intuit claims they support transactions over $90K in the few documents on line.
I’d like to know how we’re supposed to “work with our customers to see why payments have been declined”. They pay, we receive - Intuit is the common link, in the middle. They have the money, we await the money, neither bank is blocking the transaction - yet while it works with other vendors it doesn’t with Intuit. Intuit must take some ownership of the issue, not just throw it back to their customers. We pay you for a service - and expect that service to work reliably and be fully supported.
Many of us never receive a “reject code”. We’ve no idea why things stop working - and so we call into Intuit who can’t tell us and won’t support us.
We never once received a failure code but still went through the process of re-entering all bank account info on both ends. As you’ll see if you spend the time to actually read this and other threads like it no codes, no support from Intuit, no escalation, no resolution. That’s unacceptable.
The “you can find another method of payment” is not an acceptable response. Many have had working ACH fail for no reason suddenly. We tested with customers for 2 weeks - 2 weeks of not getting paid, frustrating customers, getting behind on receivables, holding up payroll - all for an issue Intuit provides zero support & resolution for. That makes every one of your customers look bad with their customers. We can’t demand that customers pay with a CC “forever”. That’s not a solution.
Zack, what limits.
Your documents don’t include them.
There is no published policy regarding them.
There is no warning when you exceed them.
Customer Care? They’ve no idea what you are talking about - and we’ve asked many, many times.
its a shame that Intuit resources like yourself ignore years of posts providing a great deal of information regarding our problems and the lack of resolution. We’ve been through every document you’ve posted and still nothing works - the whole “code” thing is maddening as many Intuit people are aware many failures don’t have a code and yet that’s still the standard response.
We moved all of our AR, AP & payroll out of Intuit. If you can’t support your own services and provide a cause and time to resolution your a risk to every business who purchases your services. We’re not Guinea pigs nor do we have the time to be ignored by Intuit.
Many of the items you reference in your response don’t work and don’t apply to this thread and the experiences of the people on it. This is unfortunately typical.
We all feel the pain of those on this thread who trusted and depend on Intuit services. Our issues were never resolved. There was no effort by Intuit to resolve them, no escalation, no root cause, no solution. As such we’ve moved away from Intuit and we are very happy to find companies who are ready, willing and able to support us. Many we now work with? Are taking customers from Intuit.
