Quicken Support (not we users) should contact FIs when connections break or Change

thecreator

Idea:
Since all problems are coming from using the Quicken program and Quicken Support passes the buck to the Customer to contact the Bank in question, would it be better for all, that Quicken Support contacts the Bank, for the Customer? There has to be more than one Customer using the same Bank and Quicken.

Examples:
PayPal Credit.
Citibank Checking and Savings accounts
and others.

splasher

IF it is truly a bank issue, why should the bank listen to Quicken?  Quicken is not their customer, they get no money from Quicken, the user/customer is the one that the bank might listen to about fixing things, especially if enough users/customers complain.

Q needs to complain, but the user/customer is the one that can threaten the bank with losing a customer.

thecreator

How do we know it is truly a bank issue? Quicken, Inc. would be better explaining the issue than the Customer. The Bank would not be talking to the Customer but to Quicken, Inc. and Quicken, Inc. has more clout than a single customer.

alaskowski

The issue is about integration of Quicken online services and the bank's online services. As Quicken promotes their product as capable of being able to download your transaction history from the bank in question, and it is presently unable to do so, the responsibility of resolving the issue lies directly with Quicken working with Citibank to do so. And since we, the customer(s) have no visibility into the inner workings of how the two services are integrated, how can we be expected to effectively troubleshoot the issue with the bank? If Quicken wants to give me full access to the scripts they use for Express Web Connect to interface with Citibank's online services and their log files, I'd be happy to take a look. Otherwise Quicken needs to step up, or they risk losing a customer.

[email protected]

@alaskowski I couldn't have said it better myself. Customers being expected to troubleshoot why Quicken won't work as advertised with their banks makes for a horrific customer experience. Most of the time when I've attempted to contact my bank with Quicken issues, I get some support agent who barely even knows what Quicken is, and from there it's impossible to get escalated to someone who is actually involved in the arrangements that have been set up between the bank and Quicken (and/or Intuit, since some things are still shared between the two, from what I understand). Quicken is in a much better position to know who to contact at each financial institution, and to be able to effectively troubleshoot and figure out why things are not working properly, as they are the ones who have back-end access to the methods of connection between financial institutions and Quicken. Being tossed back and forth between Quicken Support and banks because neither one wants to be responsible gets really old for the *paying* customer caught in the middle.

Wayne Daren

You're right! We are paying both parties for their services. It is THEIR problem to fix. I too am tired of wasting my time troubleshooting for companies.

Yes, I too, have been tossed back and forth between "support" for various products.

markus1957

The root cause of the problem is that Quicken lacks the tools/ability to detect when a connection issue is truly an FI/Quicken interface issue versus a user one-off like an outdated/incorrect password.  That may be changing soon.  Complicating the matter is that Quicken still pays Intuit for the FI connection service so they have to go through Intuit to get it fixed.

When they do finally realize it's a system issue versus a user issue they do contact the FI and/or Intuit.

thecreator

Hi @markus1957 ,

Ebates Cash Back Visa Credit Card had a Name change. Ebates became Rakuten Cash Back Visa Credit Card.

The User can't make any changes, except to change the name of the Register in Quicken. The URL can't be changed by the User.



Quicken needs to contact Intuit, because the User Can't. Intuit needs to Rakuten to find the correct URL to use for the Back-end.

https://www.ebates.com is no longer.




Ebates and Rakuten is just one that affects me, but there are others out there that affects more than one User. The User can't make changes to the Back-end, Intuit needs to do it. Hence, this Idea.

Quicken Sarah

Hello All,

This Idea has been marked as "Not Planned" due to security and privacy concerns. 

Quicken is unable to speak with Financial Institution Representatives on behalf of a mutual customer regarding financial information/account history, which includes downloading personal account and transaction data into third party programs such as Quicken.

Account/Transaction downloads are facilitated through the use of third party Service Providers and if an issue exists, it should be reported to Quicken Support and/or the Financial Institution Support teams depending on the connection method being used to download the transactions.

For issues occurring with Express Web Connect/Quicken Connect connections - please contact Quicken Support.

For issues occurring with Direct Connect or Web Connect (.QFX) connections please contact your Financial Institution Support Team.

For more information on how Quicken connects with your Financial Institution please visit FAQ: How Quicken Connects with your Financial Institution - tips, tricks and best practices.

This Idea thread is being closed for commenting, however, if you wish to see a change to the current process and procedure for downloading transactions, please add your vote.

Thank you,

Sarah