It's never a good feeling when your cash flow is inaccessible (i.e. on hold, held, delayed, under review, etc.). All the "what happened" and community horror stories start to flood your mind. I just had the misfortune of going through this twice for reasons that were miniscule, but normal. My big problem is how the situation was handled and how little tweaks could've prevented further delays, unnecessary stress, and negative domino effects.

This suggestion somewhat "preps" the merchants by answering the "why" their credit card payment deposits are delayed. I understand that some holds are more complex than others, but I feel confident stating that a majority of the time it's a handful of the same common reasons...and THIS is what should be resolved quickly and efficiently. ESPECIALLY having dealt with the same **** day in and day out! (Hint, hint CSR)

Anyhow, these are my suggestions:

• Use different terminology relevant to general assessment of each type of hold.

For example:

If a deposit is delayed due to random routine for review, label as " routine review protocol"

If a deposit is delayed due to a customer dispute, label as "charge back review".

If a deposit is on hold due to insufficient funds for fees, label as "partial funds hold"..etc, etc.

This not only alleviates alot of back and forth, but it prepares the client's mindset prior to communicating with the agent. Also, it will get to the bottom of the cause and accelerate the resolution.

• The word "Escalate" used by customer service representative is misused. In actuality, that department merely delegates the issue to the department that resolves the issue assessed. It barely even"expedites" the process (which expedite is more appropriate), let alone "ESCALATES" it. This misuse of term gives the client assumed (understandably so) false timelines of their case and the assumed priority it (doesn't) entail. Which leads to added and unnecessary frustration to an already stressful situation because it implies that the ultimate resources have already been exhausted to no avail and without expected urgency.

• Due to having service agents nationally and internationally, strict verbatim dialogue while trouble-shooting or communicating
  should be consistent across the board to confirm adamancy of rules or guidelines. It's not uncommon for clients to call multiple times in hopes to reach "THAT" person that (might) have a better connection or greater knowledge, for example...mainly due to having dealt with different information given by each new rep, with every new desperate inquiry. This further frustrates the merchant as their charm, clever wit, or even rant, will not better or accelerate the situation...sooo, I propose implementing something pertaining to the above suggestion.

Not sure where to post this, but due to my "fresh" recent negative experience, I had to voice my irks.