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Unable to add BBVA USA account

1) I've been tracking my BBVA HELOC manually for some time and thought I'd set it up to download activity. Since I don't have the option to do so with the existing account I'm trying to add it as new. However, when I provide the username/pwd it always fails even though I can login at their web site with these credentials without fail. I've called BBVA but got transferred around four times and was finally disconnected.

2) if I can get #1 above resolved is there a way to then merge this new HELOC with the existing so the existing transactions in the registry will show up?

Thank you...

Answers

  • Boatnmaniac
    Boatnmaniac SuperUser ✭✭✭✭
    edited August 2020
    @Scott - Have you set up authorized access for Quicken in your BBVA online account?  That needs to be done before Quicken will be able to set up BBVA for online services.  If you haven't done that, yet, log into your online account and click on Service Center and under Online Banking Services click on Quicken and Quickbooks Access Self Service.  Then on the Register New Access tab, click on Register and follow the prompts.  Once this is completed you should be able to complete setup of BBVA in Quicken.
    During the setup process in Quicken, you should be prompted by Quicken to make a decision about what to do with the data imported from BBVA:  Add a new account, Link to an existing account or Ignore.  If your HELOC account is included in the data downloaded from BBVA, be sure to select Link and select your HELOC account in Quicken.  (Note:  This linking process might cause there to be duplicate transactions entered into your HELOC account.  These duplicates will need to be manually deleted.  This would be a 1X event and should not happen, again, in the future.)
    (QW Premier Subscription: R32.12 on Windows 10)
  • Scott
    Scott Member ✭✭
    Well, the first part did the trick. Thank you. But after choosing BBVA USA as the institution and logging in and the "we found the following" option comes up this window is blank and has nothing to choose. I can only choose Next and the window closes and nothing has happened. I tried it three times.

    I did register as you described. Says it has to be completed in 24 hours.
  • Boatnmaniac
    Boatnmaniac SuperUser ✭✭✭✭
    I tried logging into my online account earlier this morning and I got the following message.  I was also not able to complete OSU for BBVA.  Perhaps this (system maintenance?) was the reason why your setting up BBVA in Quicken failed.:

    I just now successfully logged into my online account and completed OSU in Quicken so whatever was happening before appears to be concluded.  Try setting up BBVA in Quicken, again, now.
    (QW Premier Subscription: R32.12 on Windows 10)
  • Scott
    Scott Member ✭✭
    edited August 2020
    I still have the same issue. I even went back and registered again for Quicken self service at BBVA. This is for the HELOC.

    Getting this screen and then after hitting next it simply closes.
  • Boatnmaniac
    Boatnmaniac SuperUser ✭✭✭✭
    @Scott - This screen shot shows you tried to set up a credit card account.  There is another setup available for BBVA HELOC accounts under Loans & Debt.  Did you try setting up with that one?

    (QW Premier Subscription: R32.12 on Windows 10)
  • Scott
    Scott Member ✭✭
    That's the process I've tried every time. On the next screen I type in BBVA and then select BBVA USA. No idea why it's "add credit card account". I do have a CC that's tied to this account for using the HELOC but the CC # and the account number are the same.
  • Boatnmaniac
    Boatnmaniac SuperUser ✭✭✭✭
    Have you tried using the Credit Card setup link instead of the HELOC link?
    (QW Premier Subscription: R32.12 on Windows 10)
  • Scott
    Scott Member ✭✭
    edited August 2020
    No. I tried the BBVA Net setup option. I tried logging in but it said the option was able for use yet. I noticed that pointed to bbvacompass.com instead of bbvausa.com. The HELOC was opened with Compass.

    If I try adding a CC instead I get the same responses for BBVA USA and BBVA Net setup options.
  • Boatnmaniac
    Boatnmaniac SuperUser ✭✭✭✭
    BBVA Compass changed its name to BBVA USA so the BBVA Net setup link (bbvacompass.com) is not valid.  I don't know why BBVA Net is still shown as an option in Quicken.  It should be removed.
    Did you try setting up your account in Quicken with the BBVA USA link?  If the HELOC set up option doesn't work, try using the credit card set up option.
    One last suggestion if this doesn't work:  Log into your online account and verify that it shows your Quicken access registration (this time on the Manage Access tab instead of on the Register New Access tab) is complete.  It should show "Registered".  If it doesn't, you will need to go through the registration process, again.
    (QW Premier Subscription: R32.12 on Windows 10)
  • Scott
    Scott Member ✭✭
    yes I did re-register. I didn't know about the location to verify registration. But it doesn't seem to matter whether I try BBVA USA or a BBVA Net as either way I can't get the account setup. See previous details.
  • Boatnmaniac
    Boatnmaniac SuperUser ✭✭✭✭
    edited August 2020
    Hmmmm....I've been a BBVA customer using Quicken to download from there for many years.  It's worked nearly flawlessly for me.  But I only have a checking account and savings account there.  I also have an overdraft line of credit account but that's never worked very well because it has the same account number as my checking account so BBVA told me to delink that one.
    Some banks only allow certain types of bank accounts to be linked with Quicken.  I didn't see such a limitation listed on BBVA's website but that doesn't mean it doesn't exist. 
    I know you said you've tried contacting BBVA before about this but you might want to try, again.  It's important to ask to be connected with a Digital Services Support Specialist because their Customer Service people don't seem to know much, if anything, about Quicken.  Here is the contact information that BBVA suggested once when I had a Quicken connection issue a couple of years ago.  Hopefully this information is still valid. You might need to wait until tomorrow to contact them since they are likely closed today.:

    (QW Premier Subscription: R32.12 on Windows 10)
  • Boatnmaniac
    Boatnmaniac SuperUser ✭✭✭✭
    edited August 2020
    Sorry, I see that picture attachment with the contact information is pretty hard to read so I'll type is out for you: 
    "...contact our Quicken and QuickBooks specialists at (800) 273-1057, option 1 and then option 3.  To bypass the automated service enter 0.  A Digital Service Support Specialist will assist you..."
    (QW Premier Subscription: R32.12 on Windows 10)
  • Scott
    Scott Member ✭✭
    edited September 2020
    Thanks for this. Hope to get back to resolving this issue soon. I'll follow up. That # and option 1 gets you assistance with your password though.
  • Scott
    Scott Member ✭✭
    edited September 2020
    I called the number and they said they can only assist with the BBVA web site.

    I tried adding the account as a CC but ran into the same issue where the window opens listing accounts but there is nothing in the list.
  • Boatnmaniac
    Boatnmaniac SuperUser ✭✭✭✭
    Hogwash.  That is a typical response from a low level person who doesn't understand anything about the business beyond the narrow scope of their job description.  When this happens, you need to request to be connected with their supervisor or ask to be connected with someone else who can assist with Quicken or can point you in the right direction.  It can take some persistence.  Eventually you will be put in touch with someone who can assist you.
    BTW, what revision of Quicken are you running (Help > About Quicken)?  The current revision is R28.28.  There were a lot of fixes and product improvements implemented in several revision updates in the last couple of months.  If you are running an older revision, you might want to update to R28.28 (Help > Check for Updates).
    (QW Premier Subscription: R32.12 on Windows 10)
  • Scott
    Scott Member ✭✭
    Yep, R28.28
  • Scott
    Scott Member ✭✭
    I called back and it's pretty hilarious. I had to hang up. They have no idea what is going on. None.
  • Boatnmaniac
    Boatnmaniac SuperUser ✭✭✭✭
    I'm sorry to hear that.  I dug through some old (Jan 2017) email communications I got from them when they did a system upgrade that affected all Quicken, Quickbooks and Mobile app users.  They had a telephone number listed in there just for customers who needed assistance with that upgrade.  It is a different number from what I'd posted above.  You might want to try this one to see if it still works and if it gets you in contact with someone who can assist you.:
    "Should you need assistance, please call us at 1-800-603-3579. We have a dedicated group of agents to assist you, Monday-Friday (7 a.m. - 10 p.m. C.T.), Saturday (10 a.m. - 4 p.m. C.T.) and Sunday, February 5th (9 a.m. - 4 p.m. C.T.)."
    (QW Premier Subscription: R32.12 on Windows 10)
  • Boatnmaniac
    Boatnmaniac SuperUser ✭✭✭✭
    One last suggestion if the number in this last reply of mine doesn't work or help:  You could try contacting Quicken Support.  I don't know if there is anything they can do to assist you regarding this issue but maybe they can give you a BBVA USA contact name/number.  I would think they must have some BBVA contact information for their own use so maybe they could provide that to you?
    (QW Premier Subscription: R32.12 on Windows 10)
  • Scott
    Scott Member ✭✭
    Called the BBVA number but she seemed somewhat lost and wanted my SSN and Driver License which seemed a bit odd. I might reach out to Quicken. Not sure it's worth the brain damage.
  • Boatnmaniac
    Boatnmaniac SuperUser ✭✭✭✭
    It would be odd if she requested your full SSN but it would be odder (and very concerning) if she hadn't asked for the last 4-6 numbers of your SSN and perhaps your DL number since they need to verify who it really is they are talking with before they start accessing your account and discussing it with you.
    Anyway, I've come to a dead end on suggestions to offer you.  Sorry.  Maybe someone else will be able to step in and offer you something new.  Hope everything works out for you.
    (QW Premier Subscription: R32.12 on Windows 10)
  • Scott
    Scott Member ✭✭
    edited September 2020
    I appreciate your help.

    They directed me back to Quicken. So I reached out to them. They had me create a test file and attempt to create this BBVA USA online account but I had the same issue. They had me upload the OFXLOG.txt and CONNLOG.txt. Then
    they told me to go to BBVA for help and to provide them with those two files.
  • Scott
    Scott Member ✭✭
    Never was able to get this completed. Neither side was helpful so it never got done. Disappointing.
  • Boatnmaniac
    Boatnmaniac SuperUser ✭✭✭✭
    Sorry to hear this @Scott .  I wish I had some other suggestions to make but I've run out of ideas.

    (QW Premier Subscription: R32.12 on Windows 10)
  • Scott
    Scott Member ✭✭
    Appreciate the help Boatnmaniac. Maybe someone else will chime in. Seems like an issue with Quicken or BBVA.
  • Scott
    Scott Member ✭✭
    edited December 2020
    Finally, but not a good answer. BBVA says they do not have a HELOC setup as something to be accessed via Quicken. Quicken can show that BBVA is not passing data back once I'm logged in and the BBVA account list shows blank.
  • Boatnmaniac
    Boatnmaniac SuperUser ✭✭✭✭
    So BBVA does limit which of their products can work with Quicken after all.  Sorry to hear that.  It must be frustrating for you, especially to find out just now after all this time. But at least now you know that if you want to track your HELOC in Quicken you will need to do it manually.
    (QW Premier Subscription: R32.12 on Windows 10)
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