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Why can't I download an account from Chase

etpho

I have five accounts with Chase and I frequently have trouble updating one of the five with Web Express (always the same one). All the others continue to update appropriately. This happens spontaneously about every five or six months and I have to call support several times before someone can make it work. The other times I'm told that there is nothing they can do and it must be Chase's fault, but it is not Chase's fault because sooner or later there is someone at Quicken who can solve the problem. But it takes several calls and many hours on the phone before I find the right person. Any ideas what I can do to solve this problem?

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Comments

Sherlock

Intuit continues to have difficulty maintaining the Express Web Connect connection method for Quicken. If you are not willing to accept the unreliability of this connection method, I suggest you use the Direct Connect or the Web Connect connection method if available instead. If you haven't already, you may want to review: https://www.quicken.com/support/how-quicken-connects-your-bank

etpho

Thank you, Sherlock, thank you. During my last marathon session yesterday with a Quicken tech (1 1/2 hours), I asked about that possibility and he assured me that it would make no difference. I never thought to try it anyway, but I will certainly do so.

Chris_QPW

etpho said:

I asked about that possibility and he assured me that it would make no difference.

I guess the person thinks they are in marketing instead of support.

Direct Connect:
Quicken talks to financial institution's OFX server using the OFX protocol.

Express Web Connect:
Quicken "syncs" your data with the Quicken cloud account, which in turn talks to the Intuit server, which in turn uses a "agreed upon method" to fetch the transactions from the financial institution's unstandardized webserver. (Note Quicken Inc pay Intuit for this service)

How anyone would believe that these two process "make no difference", is beyond me.

etpho

Thanks, Chris. Do you know if there is any way to reach a supervisor at Quicken Tech Support? When I ask the agent I am told there is no such thing. But I presume someone must be watching over the asylum (at least I hope so).

Chris_QPW

There are "managers", and there is more support "levels". I don't know of any magic way to get the support people to let you talk to them.

etpho

OK, Thanks.

unknown

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etpho

Hi Richard, don't know if it's related but Direct Connect has worked for me. At least so far. The previous problem I had was intermittent so I won't know for sure for a while.