I am caught between a rock and a hard place

How do I fix an online biller issue where neither Quicken support nor the biller is willing to step up and address the problem? My current problem is with a Gap credit card. My account is being reported to Quicken as locked. It isn't. Synchrony Bank, the issuer of the card, agrees with me that my account is not locked. Yet, even though they are aware of Quicken (help desk support from some billers do not know about Quicken), they don't have access to the server which communicates with Quicken. Nor do they know of any such server.

I have talked with Quicken support several times about this issue (ticket number T8595313). Their advice is to tell the online biller support person that I am looking for an Online Banking Service specialist. I talked to a person who claims they are the online specialists for Synchrony Bank, and they don't know anything about Quicken. As far as they're concerned, I can log onto their Web site, so I have no problems with them.

How do I resolve this untenable position by both parties? I have tried to mediate between the parties by having Quicken support on the phone while chatting with Synchrony Bank support. That was a fruitless exercise as it appeared that neither party would divert from their script. It is frustrating.
Quicken Premier R33.24
Windows 10 Pro 64-Bit Version 10.0.18363 Build 18363
USA

Answers

  • GeoffG
    GeoffG SuperUser ✭✭✭✭✭
    If you are looking for suggestions... put the responsibility on the credit card company for making payments. All major CC companies provide autopayments for the full balance or set amount. There are no late fees, no timing issues and best of all, once set up, nothing more to do but ensure you have enough funds in your checking account.
     user since '92 | Quicken Windows Premier - Subscription | Windows 10 Pro version 21H1
  • UKR
    UKR SuperUser ✭✭✭✭✭
    Looks like @GeoffG beat me to it. I am going to suggest the same, in my words ...

    Be sure to avoid late fees and penalty interest rates

    Are you about to be late with making your bill payment due to failures or unexpected delays in Quicken Bill Manager (Quick Pay or Check Pay) that can't be resolved in a timely fashion?
    I recommend you logon directly to the biller's website and authorize them to direct debit the next (and perhaps all future) payments from your checking account or a credit card. The biller will make an electronic debit on the due date and you don't have to worry about being late. In Quicken just record a scheduled reminder that does not execute as an online payment into your account register on or before the Due Date and before you download transactions from the bank or credit card containing the debit transaction. That will allow Quicken to match your register transaction to the downloaded data and not cause any further issues.


  • virbert
    virbert Member ✭✭
    Hi @GeoffG and @UKR,

    Thank you both for your replies. I am not using Quicken to pay my bills. I am using the Online Biller functionality to fetch the amount due from the biller. My dilemma is neither party is willing to help fix the problem.
    Quicken Premier R33.24
    Windows 10 Pro 64-Bit Version 10.0.18363 Build 18363
    USA
  • GeoffG
    GeoffG SuperUser ✭✭✭✭✭
    virbert said:
    Hi @GeoffG and @UKR,

    I am using the Online Biller functionality to fetch the amount due from the biller.
    So... remove any or all CC from online biller and setup for autopay. The credit card companies email the amount due in advance so there is no need for online biller to provide. In short, it eliminates your issue.
     user since '92 | Quicken Windows Premier - Subscription | Windows 10 Pro version 21H1
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