DCU Login Failing after DCU website update

scott47

Hello again.

I installed a quicken update and after that, I am able to connect to DCU using quicken. As others have reported, the online balance is updated, but no transactions are downloaded.

The BIG problem I have is when I connect the quicken accounts to DCU, quicken changes the starting balances on my accounts so that the online total will match the current balance. Luckily, I had a recent backup, so I have been able to verify this as well as remove the incorrect adjustments.

One checking account was opened around 01/01/2015 with a $0 balance. That is correctly shown in the data from my 03/13 backup.

After I connected one time to DCU in quicken, no new transactions were added by my starting balance was changed to: -$6,635.28. I'm pretty sure no back/credit union anywhere will let you open a new account with a negative $6,635.28 balance!

I have tried every different way I can think of to synch with DCU and every time it comes back with this same problem.

I'm posting this to remind everyone to make regular backups, and to verify their opening balances!

One other thought I've been having is who "owns" the blame in this.

Really, to me, it doesn't make a bit of difference. DCU owns my accounts, and DCU approved releasing this new version of their website without being 100% sure that it would work. At the same time, DCU removed downloading QFX files, which removed the only other option to automatically add completed transactions. Now we're left entering them by hand, which for me isn't a deal-breaker....yet. But it will be soon. Especially when you add in the fact that I sent an email about this 7 days ago, and haven't received any response at all.

I hate to leave DCU after 21+ years, but if they don't get things back on track, that may be what I end up doing.

Thanks for letting me vent!
Scott

chrisclock

Same, I am checking this thread daily for updated. I can connect, but cannot download transactions. DCU tell me to contract Quicken, however DCU was the one that discontinued the Quicken download from their website.

NickB15

DCU member since the 1990s. Quicken user even longer.

Between my wife, daughters, and me, we have ten accounts at DCU. Only our checking account has multiple transactions per week, so I may be able to ride this out until a solution is presented.

In years past when issues occurred that required disconnecting and reconnecting downloads, I would run into a problem during the reconnection process. At the point where accounts are listed, one is asked to choose between three actions: "Add," "Link," or "Ignore." Unfortunately, either DCU or Quicken truncates the account numbers with no option to see the full account numbers. My member number contained seven digits; the member numbers for my wife and daughters were nine digits: two prefix digits plus my member number. The final four digits for all of us are the same, so there is no way to know to which account one is linking.

Has anyone figured out how to resolve this issue? I just know it's going to happen when I attempt to reconnect our accounts after this current issue is resolved.

Quicken Deluxe for Mac Version 6.6.2 (Build 606.43218.100)
macOS 10.15.7

VAUser 222

I just spoke to DCU, the new platform does not support PFMs. Here are some of the things he said: "DCU has severed their relationship with Quicken." "They are working on" getting it to support (I'm not sure how, since the platform does not support it). They have told me to work with Quicken, which does not make sense since the platform doesn't support it - I did ask how working with Quicken would accomplish anything, and he said "that's what we are told to tell people." This is very disappointing to a 35 year member. My search has begun for new different financial institution.

ATC

I switched. If your a veteran Chase offers 2 checking accounts, with waived fee's. Also can connect via web express or download qfx.
Also have Direct Connect which I used today.
Having used it for a number of years with BoA before I switched to DCU. I'm told there is a fee for Direct Connect but it's worth it.
Q user since 1990, DCU for 7 yrs.

LenSe

> @BOB139 said:
> Quicken requires financial institutions to pay licensing fees to connect. Therefore it's impossible for them to have never intended to be usable with Quicken.

I don't doubt you. This was what I was told by the woman who called me from DCU. I also had a hard time believing that DCU had been hiding under a rock for years, not realizing that their customers used Quicken.

I have no idea about any financial arrangements between Quicken and banks.

Sherlock

LenSe said:

> @BOB139 said:
> Quicken requires financial institutions to pay licensing fees to connect. Therefore it's impossible for them to have never intended to be usable with Quicken.

I don't doubt you. This was what I was told by the woman who called me from DCU. I also had a hard time believing that DCU had been hiding under a rock for years, not realizing that their customers used Quicken.

I have no idea about any financial arrangements between Quicken and banks.

It is Intuit that has had the contractual relationship with DCU.  If you haven't already, you may want to review: https://www.intuit.com/partners/fdp/implementation-support/ofx/why-connect/connectivity-types/

Smokey7422

Every time I try to update my DCU account using Quicken, I'm asked to provide a code that Quicken sends to my cell phone. This is annoying and after all of that, it still doesn't download any transactions. A solution to this mess would be great.

vbrown

I am seeing something similar to Smokey7422, but the code comes from DCU (by text or email), which I then have to enter in Quicken. It seems to connect with no error message, but still won't download any transactions. It really is annoying. Do we need to keep bugging Intuit or DCU to resolve this issue, or both?

Sherlock

vbrown said:

I am seeing something similar to Smokey7422, but the code comes from DCU (by text or email), which I then have to enter in Quicken. It seems to connect with no error message, but still won't download any transactions. It really is annoying. Do we need to keep bugging Intuit or DCU to resolve this issue, or both?

At this point, all we need to do is wait for Intuit to complete their work.  I suggest you bookmark the alert as instructed and wait patiently: NEW 3/7/22 Digital Federal Credit Union - CC-503/FDP-103  Unfortunately, Express Web Connect connection method issues may take weeks or months to address.

You may certainly bang on DCU to provide for support of the Direct Connect and the Web Connect connection methods.

HJH Consult

I am not aware that DCU planned to support Quicken downloads with their new banking system. Every Quicken user affected ought to contact DCU and indicate their desire that this functionality be restored to the DCU site..

BOB139

> @scott47 said:
>
> I'm posting this to remind everyone to make regular backups, and to verify their opening balances!

Thanks! I thought I was going broke for a few days. It was obvious on the credit card but not the checking account.

I'm shocked Quicken allows this bug. Of course good luck getting them to fix it, heck good luck getting their overseas tech support to even understand what's the issue.

dhcernese

After reading this mess, I might move to BoA where I also have accounts. It costs me nothing, they pay me $30-$40 to use their rewards card. Quicken integration works fully-- and bill payment integration too (I can pay in Quicken or on BoA web site). I have enjoyed the DCU Platinum Rewards Visa card for a long time, this won't be easy, I' still researching benefits of cards.

crifever

This is ridiculous of DCU and/or Quicken to not have this sorted a month into this mess! This is a great way to lose loyalty. The worst part is not having an ETA at all!

Regards - a pissed off DCU member and Quicken user for past 25 years.

NickB15

> @"VAUser 222" said:
> I just spoke to DCU, the new platform does not support PFMs. Here are some of the things he said: "DCU has severed their relationship with Quicken." "They are working on" getting it to support (I'm not sure how, since the platform does not support it). They have told me to work with Quicken, which does not make sense since the platform doesn't support it - I did ask how working with Quicken would accomplish anything, and he said "that's what we are told to tell people." This is very disappointing to a 35 year member. My search has begun for new different financial institution.

Just spoke with DCU. The rep I spoke with was friendly and said PFM support is the highest priority for the conversion team. They are pursuing a resolution for both the Express Web Connect and .qfx download issues.

Here's what's on their website (https://www.dcu.org/learn/member-resources/digital-banking-conversion-guide.html): "DCU is aware that you may not be able to add your DCU account to a third party financial institution or app. We are working with our vendors to correct the problem with synching your account data with Personal Financial Management tools (PFMs – such as Quicken, Robinhood, Acorns, etc.). We hope to have this problem addressed as soon as possible to ensure a more secure experience."

Quicken Deluxe for Mac Version 6.6.2 (Build 606.43218.100)
macOS 10.15.7

Missi

3/19.. Able to connect. Online balance seems to be correct but still no transactions. I've been with DCU since '80 and I'm seriously disappointed with this software downgrade.. The kicker being you need to use IE (obsolete!) for check deposits! This will affect my vote in the next election of officers!

jstrbck

This is the response I got from DCU and I told them that they should have made sure no functionality was lost with the rollout of the their new platform and since they didn't do that they do not have a customer first model which I find appalling.

"DCU does not support DirectConnect through Quicken or Quicken products or services. If a you have an issue with Quicken Express Web Connect, you should report it to Quicken Support directly, https://www.quicken.com/support.

We are trying to restore the connection and we apologize for the inconvenience. Quicken will need to update their systems to support our conversion."

DCU are the ones that rolled out a new platform that broke the connection to Quicken, it was not Quicken that broke it. Yes Quicken may need to fix it but DCU should have been partnering with Quicken during the build of their new platform to ensure a smooth transition for ALL of their customers.

jbs8u7t

I, too, am frustrated by the lack of compatibility between the new DCU and Quicken. DCU tells me that they are aware of the issue and to contact Quicken Support, although they acknowledge that they are "working on a solution for other export options and third-party logins for members using PFM tools." Is Quicken actively working on a solution to connect?

thenew3

Ok so got my second response back from DCU. the first one said to use the csv export to update quicken. I replied and said that wasn't an acceptable alternative. Today I got a second email that says they are aware of the issue but do not have time to look into it until all DCU members have been switched to the new system which they anticipate to be complete by the end of March. She said once all members are on the new system, they will work with Quicken on getting this issue resolved.

Roland B

It took a week to get a response from DCU, which was like some answers posted in this discussion. It’s unfortunate that we are getting different answers to the issue, which shows that they do not have a standard response coming from DCU Information Center E-Team. Some DCU Support Specialist are also providing a workaround that does not work, which mean that there not verifying or testing the workaround.

I have responded back to DCU asking that DCU provide the members with status provided by the DCU manager that is directly working with Quicken. I’ll update again when I get a response

MyEBDisKing

DCU knows that there are plenty of us that maintain our records through Quicken. QFX files aren't some strange new world to them. They executed the launch of their new website without the support, deliberately. Similarly, they deliberately provided no migration plan for us. Therefore, it's natural for one to conclude that they want us to drop off as customers. Time to move to a different CU. I think for me, this means Alaska CU. Quicken support still exists with them.

Cad Yellow

I called DCU today to add my voice. The represented I talked with knew nothing of the issue and insisted I'd have to call Quicken, that the problem has nothing to do with them. I strongly encouraged her to escalate my encouragement to take this issue seriously and provide the functionality we longtime DCU and Quicken customers so value. I appreciate this discussion providing updates as anyone gets them, since DCU's call center is unable to provide any information.

CMMVM

THANK YOU to everyone here who has shared their discovery about this issue, it has been helpful to me. I, too, will contact DCU to add my voice about restoring support for Quicken download. I am able to connect but no transactions download. Opening Balances were reset for me too; so adjusted those. Been a DCU member 15+ years. Have used Quicken longer. I already belong to another Credit Union which is still supporting Quicken, so I may just fully migrate if this doesn't get resolved in a reasonable amount of time. (Not yet decided on what a reasonable amount of time would be for me...)

By the way, someone posted that e-statements are gone. I find them in DCU Online under Membership > Resources > View Statements. However, I'm not sure if is supported moving forward, that our March statements will be available there. Anyone know?

VAUser 222

> @thenew3 said:
> Ok so got my second response back from DCU. the first one said to use the csv export to update quicken. I replied and said that wasn't an acceptable alternative. Today I got a second email that says they are aware of the issue but do not have time to look into it until all DCU members have been switched to the new system which they anticipate to be complete by the end of March. She said once all members are on the new system, they will work with Quicken on getting this issue resolved.

When I spoke with a "Supervisor" on Tuesday, he said all members have converted to the new system and the old system was deactivated. Again, transparency and honesty is what I'm asking them to provide.

dwight@

I received this response from DCU today. Clearly everyone at DCU is on a different page.

Dear D...,

Thank you for your email concerning Quicken Express Web Connect. I can certainly assist you with this. Quicken relies on customer feedback to resolve the authentication issue and will not accept feedback from DCU. You may report the authentication error when choosing Digital Credit Union to Quicken Support directly here: https://www.quicken.com/support
 For validation purposes, if you need additional assistance, please log in to your Digital Banking and click the Profile icon located at the top right of the page. Select Contact Us to send a new secure email or initiate a secure chat session. Secure chat sessions are available from 8 am EST to 5 pm EST Mon-Fri. We will be pleased to assist you further.
Thank you for being a DCU Member!
 

Sincerely,

John 
Information Center E-Team Specialist 
Digital Federal Credit Union
800-328-8797
www.dcu.org

chrisclock

Is there an email for DCU that we can email? Maybe get a email campaign going, to show how much of a priority this is?

BOB139

I called up DCU, hold time 2-3 hours. Requested a callback about 3 hours ago and still haven't heard back!

HJH Consult

Need to use the secure email link under your profile pic to get a reply from DCU. Phone support people are useless for issues like this, IMHO. I received the reply below this morning from my email yesterday complaining about BillPay quirks... I also ended the email with a cut-and-paste of this whole thread saying that like the people in this Quicken forum, I'm finding another bank if DCU doesn't get Quicken working again.

The DCU reply is below and emphatically insists that the Quicken download problem is a Quicken issue, not a DCU problem. Hard to believe based upon the non-connection behavior I have seen, but I will spend some time now reading other forum threads to see if I can find out to what this guy is referring!!


Good morning,

My name is Judson, and I am a supervisor in the DCU Information Center. Thank you for taking the time to provide us with this valuable feedback, regarding the new Digital Banking platform.

We have received many thoughtful and positive suggestions from DCU members, and we are capturing these suggestions and feedback to share with our development teams. The issue you have described, regarding the 15 minute time-out, has been brought to our attention and has been escalated to our development team for review. DCU is always striving to provide reliable and user-friendly tools for our members, and member feedback is one of the primary ways we recognize areas for improvement.

Quicken is aware of the issue, and they are working with DCU members to help establish connectivity. We are actively monitoring their support channels and community pages, and can see that many DCU members have received assistance and have successfully connected with Quicken. The challenge is that the changes need to be made by Quicken, there isn't anything that DCU can update or change to correct these connectivity issues, the change needs to be made on Quickens side. You may have already done so, but if not, you may want to reach out to Quicken directly and have a support ticket opened for them to review.

As we move towards having all DCU members logged into the new system, we hope that any issues that have been recognized over the last few weeks will get resolved and members will become more comfortable with the aesthetics and functionality of the new system.

Thank you again for providing your feedback and for being a DCU member.

Have a great day.
Sincerely,
Judson D
Information Center Team Leader
Digital Federal Credit Union
800-328-8797
www.dcu.org

NotACPA

@HJH Consult  OF COURSE they claim that it's a Q problem.  Banks/CU's/etc ALWAYS claim that it's a Q problem even when we've proven, as above, that its their fault.

Don't believe their BS.

Per the contract with Q/Intuit, DCU is required to provide Q/Intuit with notice IN A TIMELY MANNER of changes to their website that will impact their mutual customers.  It's obvious that DCU didn't do so ... so now those mutual customers are paying the price of waiting in line until the changes made by other TIMELY NOTICES are completed.

scott47

@NotACPA, I couldn't agree more! Quicken didn't make a new web site and Quicken didn't change the login from our member number to a username....that's all on DCU.

If DCU didn't think it was important to make sure things like online banking were working before flipping that switch, then in my mind this is only DCU's fault. Quicken might have to "fix" the problem now, but that's only because DCU really blew it (IMHO).

On a side note, I finally got a response from DCU. It was pretty worthless.

This is what I asked (I only copied the questions as my email was quite a bit longer):
I just need to know if DCU is going to offer support for Quicken connections?
If so, please provide an approximate timeline. If not, please let me know that as well.

And this was the response:
I am sorry for the late response, Scott. Quicken does not yet support our new platform due to the recent implementation of a username, but we hope this changes in the future. We are certainly willing to work with any aggregator, but it is up to them to start the work since their services access our information through various technologies.

There is so much I've loved about DCU over the years, but based on the comments I have been reading, that may have changed a lot since I joined. I am pretty "low maintenance" so I have not had any need to work directly with DCU for at least 8 or 9 years (their nearest branch now is 1,950 miles away). My only interaction with them was online, and until this happened, I was happy with their service. Now I don't know what to do, other than to give up and find another credit union....which is a bummer.