When Customer support ends conversation without resolving issue?

tgspencer6

Issued multiple payments to multiple payees and only one did not get there. It is listed as "online payment processed on 2/9/2021" and was supposed to be delivered on 2/16/21. It was for a large credit card bill and they only way I knew it didn't post was because my card was declined. I connected with chat this morning and was having what I thought was a polite conversation for an hour. When I pressed for more than "waiting for a response" -- which I only got when every 10 minutes I asked about progress. The last time I asked, the agent closed the discussion. Just to show that I was not rude, I am pasting an unedited copy of the conversation below. My question is, how am I supposed to get assistance when the support people close the conversation when it gets difficult?

Thanks for chatting.
Agent joined conversation

AgentFeb 21, 2021, 10:50am
Hello there, thank you for contacting Quicken Support! My name is Mei, with
whom do I have the pleasure of speaking today?
MeFeb 21, 2021, 10:51am
Payment for USAA credit card not received on 2/16 as entered in billpay. This is Theresa Spencer

AgentFeb 21, 2021, 10:51am
It’ll be my pleasure to assist you with that today; just in order
for me to register all of our interaction may also have the email address
registered to your Quicken account, please?
MeFeb 21, 2021, 10:52am
would that be the intuit login email?

AgentFeb 21, 2021, 10:52am
Yes.
MeFeb 21, 2021, 10:52am
[Removed - Email]

AgentFeb 21, 2021, 10:53am
Thank you. Allow me a moment, please.
Do you have an active subscription?
MeFeb 21, 2021, 10:54am
yes

AgentFeb 21, 2021, 10:54am
I was unable to found your account with that email.
MeFeb 21, 2021, 10:54am
try [Removed - Email]

AgentFeb 21, 2021, 10:54am
Ok.
What is the status of the payment on Quicken?
MeFeb 21, 2021, 10:56am
“online payment processed 2/9/2021”

AgentFeb 21, 2021, 10:57am
Can you share your screen with me?
MeFeb 21, 2021, 10:57am
sure
how do i do that?

AgentFeb 21, 2021, 10:58am
Go to help> share screen
MeFeb 21, 2021, 10:59am
in quicken?

AgentFeb 21, 2021, 10:59am
Yes.
MeFeb 21, 2021, 11:00am
[Removed - Verification Code]

AgentFeb 21, 2021, 11:00am
Thank you
MeFeb 21, 2021, 11:01am
what now?

AgentFeb 21, 2021, 11:01am
Can you one step update?
please
MeFeb 21, 2021, 11:02am
OK. The update is running.

AgentFeb 21, 2021, 11:02am
thank you
What financial institution is presenting the problem?
MeFeb 21, 2021, 11:04am
USAA

AgentFeb 21, 2021, 11:04am
Thay payment was sent from USAA to USAA?
MeFeb 21, 2021, 11:05am
I know there have been download issues with them but nothing was said about payment problems! No, Suntrust to USAA.

AgentFeb 21, 2021, 11:05am
Thank you
MeFeb 21, 2021, 11:08am
there is now a pop up that is blank

AgentFeb 21, 2021, 11:08am
I was checking Suntrust payment success on bill manager and unfortunately, we are having issues with them
Only 6% of sucess.
MeFeb 21, 2021, 11:08am
Why are there no notifications of this?
All of my other payments have gone thru as scheduled

AgentFeb 21, 2021, 11:09am
I apologize for the issue
MeFeb 21, 2021, 11:09am
what should I do about the pop up in Quicken that is blank?

AgentFeb 21, 2021, 11:10am
show me
close it
MeFeb 21, 2021, 11:10am
and this one?

AgentFeb 21, 2021, 11:10am
cancel
MeFeb 21, 2021, 11:11am
what now?

AgentFeb 21, 2021, 11:11am
The accounts that you have issues with
it is because they are not connected to the correct server.
MeFeb 21, 2021, 11:12am
I am confused

AgentFeb 21, 2021, 11:12am
Why?
MeFeb 21, 2021, 11:13am
I don’t understand what I am supposed to do about the accounts not being connected to the correct server.
are you still there?

AgentFeb 21, 2021, 11:15am
Firstly, you should navigate to Tools and click on Account List.
Then, you must click on Edit for the accounts having “Error ol-220-a”.
After that, click on Online Services tab and then select Deactivate
Now, click on Yes to confirm.
Lastly, select Ok and click on Done.
MeFeb 21, 2021, 11:16am
I did all of that.
When I did, A new account appeared with USAA but the old one was not updated as I had requested.

AgentFeb 21, 2021, 11:17am
Do you have duplicated accounts?
MeFeb 21, 2021, 11:17am
some of the transactions are duplicates
I still don’t understand what this has to do with my payment being sent from Suntrust to USAA. This would seem to only effect downloading transactions.

AgentFeb 21, 2021, 11:18am
Nothing I was just asking.
about the SunTrust payment we have issues with them on bill manager
MeFeb 21, 2021, 11:19am
Again, if my payment wasn’t successful, why was I not notified? Why does it show up on my end as if everything is OK?

AgentFeb 21, 2021, 11:22am
I am sorry you were not notified.
MeFeb 21, 2021, 11:22am
One of the issues right now is that because we did significant amount of charitable donations at the end of the year on credit card, our bill was $33,000. We pay our bill each month to avoid interest charges. Due to this error in bill manager I now have a $185 interest charge and I want to know how you will fix it.

AgentFeb 21, 2021, 11:24am
Allow me a moment, please.
MeFeb 21, 2021, 11:25am
How do I stop the screen share now?
sorry, just found it.

AgentFeb 21, 2021, 11:26am
one moment, please.
MeFeb 21, 2021, 11:25am
How do I stop the screen share now?
sorry, just found it.

AgentFeb 21, 2021, 11:26am
one moment, please.
MeFeb 21, 2021, 11:34am
Any luck?
AgentFeb 21, 2021, 11:34am
Still waiting for a response.
MeFeb 21, 2021, 11:44am
what response are you waiting for? Resolution of the issue with SunTrust or about the refund of interest charges due to the connection errors in Quicken?

AgentFeb 21, 2021, 11:45am
Resolution of the issue.
MeFeb 21, 2021, 11:53am
status, please?

AgentFeb 21, 2021, 11:54am
still checking on the payment.
MeFeb 21, 2021, 11:55am
Could you please explain who is working on this and what is happening?
Agent left conversation
Conversation Ended

Quicken Anja

Hello @tgspencer6,

I have sent you a direct message, please navigate to the inbox in the top right-hand corner of the Community page and check your inbox.