HSA Bank cc-569 download fail

k_man81

Another discussion for the same problem -

https://community.quicken.com/discussion/7925303/hsa-bank-broken-again

hshemer

> @Brad95X said:
> > @mark320 said:
> > And their customer service email address is [email protected] 
>
> Thank you, added your comment to my post as well. Emailing would probably be more effective.
>
> At a minimum let's all please email HSA Bank about this. Would anyone like to post a good email to send so that we can just copy and paste and send?

Thank you both. Just emailed, no big hopes for response, but at least we make our frustration known.


"
Hello,
Since you've changed your login process (not very elegantly either - took many attempts to finally get it right with no help from your website) your interface for downloading transactions to Quicken has stopped working. 
This is a vital customer service issue, and I'm not impressed at all with the nonchalant and ignoring attitude you showed to fixing it.
I know this affects many other customers as you can see in the link below to a user forum on Quicken. 
https://community.quicken.com/discussion/7925303/hsa-bank-broken-again#latest 

Perhaps you would care to escalate it and make an announcement on your website so we know when to expect a fix for this issue?
Sincerely"

BobM

My error has changed to:

"
Server Communication Error
Quicken encountered an error while communicating with our servers
Server Communication Error
Warning
There was a problem during communication with our servers:
Can't setup 'HSA Bank'
AGGREGATOR_IN_ERROR (ACCOUNT_MISMATCH:FDP-106)
"

I have reported it via the Report Errors mechanism.

IA Beancounter

I also noticed HSA's new website does not have Quicken format download for manual update. I did email them and asked them when they would have that fixed.

AlphaBravo

It has now been 11 days, and this issue is still occurring for me.

ereynold60

I received the following (unhelpful) response from AskHSA. FYI, exporting to an Excel (CSV file) does not allow you to import to Quicken:

_______________________________________________________
From: ASKHSA [mailto:[email protected]]
Sent: Tuesday, December 20, 2022 5:48 AM
To:
Subject: HSA BANK

Thank you for contacting HSA Bank,

Unfortunately, our Consumer Portal does not support Quicken. We apologize for any inconvenience this may cause you.

Meanwhile, please feel free to utilize the “Export Expenses” button located under “Accounts” then “myHealth Portfolio.” This will allow you to download your information into an Excel document and you can then import this information into Quicken. HSA Bank does not have a direct license with Quicken, therefore for technical assistance you will have to contact Quicken technical support directly which can be found in the user’s manual.

If you have any additional questions, please feel free to contact our Client Assistance Center at 1-800-357-6246. Our representatives are available 24 hours a day, 7 days a week.

We appreciate your business.


Cassandra Clark
Senior Associate
Member Services | Contact Center
tel/fax: 800-357-6246 | [email protected]
P.O. Box 939, Sheboygan, WI 53082-0939

Gig

I called (12/20/22) HSA Bank to get the login problem resolved (which I never had before) They advised me their system is not compatible with Quicken and never was. It was only a "glitch" that It was able to connect before. I advised them they need to fix it or I'm finding a new bank for my investment.

I also sent the following email

Hello,
Since you've changed your login process your interface for downloading transactions to Quicken has stopped working.
This is a vital customer service issue. I will be transferring my and my wife’s accounts to a different platform if this can’t be fixed with Quicken.

I do not care who’s fault it is. Calling your customer service people today they told me HSA Bank and Quicken have never been meant to interface and it was a glitch that it was possible prior to the two step authentication change. I would suggest that answer is not true. It worked before and it works with thousands of other financial institutions. I know this affects many other customers as you can see in the link below to a user forum on Quicken.
https://community.quicken.com/discussion/7925303/hsa-bank-broken-again#latest

Perhaps you would care to escalate it and make an announcement on your website so we know when to expect a fix for this issue?
Sincerely

jeremycrandell

I just spoke with HSA Bank's internet banking and connectivity team and they confirmed that they are no longer supporting downloading of their statement data via Quicken. They, helpfully, point out that you can download a CSV from their website. Thanks for that.

I noted that HSA Bank is still listed as an option when one attempts to connect an account via Quicken's Account Settings. Not sure if this is on them or Quicken to remove from the list.

mark320

jeremycrandell said:

I just spoke with HSA Bank's internet banking and connectivity team and they confirmed that they are no longer supporting downloading of their statement data via Quicken. They, helpfully, point out that you can download a CSV from their website. Thanks for that.

I noted that HSA Bank is still listed as an option when one attempts to connect an account via Quicken's Account Settings. Not sure if this is on them or Quicken to remove from the list.

As for me, this resolves the matter. Hopefully Quicken will remove HSA Bank as an option for online syncing.

jeremycrandell, you should bill Quicken for your time on this ; IMHO Quicken should have made that contact to HSA Bank and posted the response you did a week ago. I consider that to be part of the service we purchase with our annual subscriptions.

Boatnmaniac

The financial institution owns establishing or discontinuing their support for Quicken.  Their contract is with Intuit who controls the FIDIR (Financial Institutions Directory) list.  The FIDIR list is a file that tells Quicken which financial institutions support Quicken, which connection method(s) they support and which types of accounts they support.  Only the financial institution has the authority to tell Intuit to discontinue the contract they have with Intuit. 

If/when HSA notifies Intuit, Intuit will then update the FIDIR list and Quicken will then no longer show a connection setup for HSA.

For those of you who do not want to wait for this to all get sorted out by HSA and Intuit:  If HSA does support manual transactions downloads in Excel, CSV or OFX (Money...not to be confused with Quicken's QFX) formats:

• You might want to consider manually downloading in one of those formats 
• Save the downloaded file to your local drive.
• Download a converter program that can convert those files into a QIF file that can then be manually imported into to Quicken.  One such program is ImportQIF.  It is freeware developed by a long time Quicken user and active participant in the Community.  You can read up on it and download it from https://www.quicknperlwiz.com/.  I have not used it myself but if you search this Community you will find quite a few posts by people saying that it works well.

BTW, I would question what any frontline customer service person says about the bank's support or lack of support for Quicken.  That person from HSA's Internet Banking and Connectivity team might know very well that their system does not currently support Quicken but unless that person is also a higher-level management person it is also very possible that the person knows very little about what the plan is regarding their contract with Intuit.  If/when HSA no longer shows up in the FIDIR list we will then know for sure that HSA has no intent to support Quicken...until then it will continue to be a guessing game. 

timmo11

Same problem here

mark320

timmo11 said:

Same problem here

It looks to some of us as though HSA Bank will no longer long allow their transactions to be accessed, either via One Step Update or by a downloadable QFX file.

As for me, I think this issue is now resolved. HSA Bank just isn't going to provide this service to their customers any longer.

NOODLE

Same issue here. HSA Bank was not helpful at all. Quicken Support says they are working on the issue with HSA Bank. Hopefully the issue will be resolved shortly.

Daniel-san

why do you have HSA Bank listed as a "supported" bank? downloads stopped working for them a month or so ago and after chasing them around for weeks, they confirmed that they do NOT work with you because you do not support 2 factor authentication

Jim_Harman

And another discussion, this one with info from HSA Bank

https://community.quicken.com/discussion/7926396/hsa-bank#latest

Jim_Harman

Many other users are experiencing this problem, and Quicken says they are working on it. If this persists much longer, I plan to move my HSA to Fidelity, which offers HSAs with no monthly charges and a more reliable connection to Quicken.

Please see this discussion
https://community.quicken.com/discussion/7925303/hsa-bank-broken-again

KG3

Any updates on this Quicken?

Jim_Harman

I see that this issue (Ticket #: 9955960, CTP-5380) is marked as Resolved in the Alerts, Online Banking, and Known Product Issues section of the Community.

I tried reconnecting today and in the process it sent me two different codes via email. I entered these and it appears that the account is now connected to Quicken but none of the missing transactions while the connection was broken have been downloaded.

I guess I will have to wait until there is a new transaction to download to see if it is working.

KG3

I'm still getting the "It's not your fault." error when trying to reconnect my account. Deactivated it weeks ago because the 2FA process was time consuming for a connection that wasn't working.

Quicken Janean

Hi all, We are seeing that the error code may have changed for some users or is different than the CC-569 error that was originally reported. Can you clarify what error you are seeing so we can look further into this? Thank you! 

-Quicken Janean

Jim_Harman

I am not seeing any error message. The connection seems to be working but transactions from the period that the connection was broken are not downloaded. I would be OK with entering these manually if new transactions are handled properly. Time will tell ...

KG3

On the first attempt to connect, after entering 2FA, the error is...
"Oops. We're having a problem. CC-501"

After the second attempt to connect, after entering 2FA, the error is...
"Sorry. We encountered an error. (It's not your fault.) Quicken is having trouble connecting to HSA Bank."

Jim_Harman

In addition, the Online Balance that was apparently downloaded today does not include the missing transactions, it is the balance as of 12/2/22.

Rebecca

After entering the 2FA code I am still getting, "Sorry. We encountered an error. (It's not your fault.)"

Diver Doug

I tried to connect today. I too have the 501 error.

pmalcam

Here it is, Feb 10th, 2023, and I am still unable to download transactions from HSA Bank. Since December when this problem first materialized, I have had to manually download and reconcile all transactions. What is the point of paying for Quicken software if I have to manually perform these tasks?

Diver Doug

Yesterday, the Quicken team reached out to me regarding this issue. I confirmed to them that I am still having the issue. At least it seems that they are working on it.

KG3

Still not working. No longer getting an error after 2fa, but no transactions since November 2022. Any news?

Quicken Janean

@KG3, We received notice today that this HSA is still being looked into and it has been escalated. Thanks for your continued patience.

-Quicken Janean