I am still having problems with Fifth Third downloads?

Oldjusticepete

Talked with Fifth Third Quicken support desk and they say the problem is solved and referred me to Quicken If the problem is solved, what do I need to do on my end? This is on 02/22/23.

MSeurat

It would be unfair to share disatisfaction without also sharing satisfaction. Based on the issue and the unplesant experience I received from Quicken's Support team, I emailed Mr. Eric Dunn, the CEO of Quicken. I must say, I was pleasantly surprised to receive a well crafted and sincere reply so promptly on a Sunday, when he should be relaxing with friends and family. Here is a brief exerpt of his explanation in reply: "On the connectivity issues, the Fifth Third problem, as I understand it, was caused by an upgrade to their Direct Connect (OFX) server which had some unintended side effects, but which has now been addressed. I am not up-to-date on the Citibank connectivity problems you report [this is a separate issue which conincided with Fifth Third's issue so included it when I wrote Mr. Dunn in the event they may be connected], but I can tell you that before the end of the year we expect them to migrate to the latest connectivity protocol (“EWC+”); our experience with other financial institutions has been that these connections have been significantly more reliable." He went on to further apologize, included Mr. Pehr Lawson, the VP of Customer Care on the email as well. While unfortunate that I had to go to the top of the company to receive appropriate communication, I am very thankful that they are taking this issue seriously and they have renewed my faith in Quicken's commitment to customer service.

Quicken Anja

Hello @Oldjusticepete,

Thank you for reaching out to the Community and telling us about your issue, though I apologize that you are experiencing this.

Could you please elaborate and provide further details regarding the issue you are experiencing? Are you receiving any specific error code(s) and/or message(s) that you can provide us with here, please?

Thank you!

Oldjusticepete

In trying to update my Fifth Third checking, savings, and credit card accounts I am receiving an OL-393-A error. I have reactivated these accounts but no success I also tried going to each account separately and downloading but no success. I am able to update them by going to the Fifth Third website and exporting to a QFX file but that is very time consuming and awkward. Until about the end of January beginning of February I had no problems My connection method is Direct Connect and I have auto entry on and reconcile using online balance on. I also get an error message when i reauthorize the accounts of long past transactions which were not synced because outside parameters. I have been using Quicken for over 15 years. Always able to One Step Update. This is a problem.

catdrich

I'm still having the same issue.

catdrich

I did this to check the password in the vault: select Tools menu > Password Vault > Add or Edit Passwords and discovered that the password I was using was apparently too long based on a message I received. I hadn't had that issue before. Fifth Third must have changed some requirement. I changed it to a shorter password and I was able to get it to sync.

MSeurat

This issue can be dated to February 1, 2023 and is still occurring for me as of 3/4/2023. I have reported this issue through the application reporting nearly 4x per week for the past 4 weeks and there has yet to be a solution. For me, it appears to be impacting only my checking account. I have multiple savings accoutns all attached to the same login with Fifth Third and the savings accounts update as they should. The Checking Account is the only account that is not updating properly. This issue is perseietent for over a month and has been heavily reported to Quicken. Fifth Third bank insists it is Quicken's issue. When can we expect this issue to be corrected and permanently resolved?

MSeurat

I engaged the Quicken Support team yesterday (3/4/2023) to see if they had a solution yet - no one has communicated a solution directly to me even though I have been consistenly reporting this continued error issue and sharing sanitized files and logs providing them all the data Quicken should need to resolve the issue once and for all. The support team, after being rude in their initial response to me, had me walk through the very process I have performed many times over the last 4+ weeks: deactivate online services and then reactiveate them. The initial result was positive. I was able to reconnect the online services and download transactions. While this appeared to have resolved the issue, today (3/5/2023) I once again attempted OneStep Update and once again received the same OL-393-A error. In otherwords, Quicken Support failed to provide an adequate resolution. As shared above, I am able to send data (bill pay transactions) from my checking account, receive transaction data to my savings accounts, but the communicaiton fails to allow receipt of transactions to my Checking accoun. For over a month this has been happening and for over a month I have done all I can to help Quicken. At this point, I am expecting some form of compensation. My valuable time has been spent doing all I can to help Quicken help me and others and nothing has been resolved. This is unacceptable.

MSeurat

And just chatted with Quicken Support again. Their suggested resolution actually was to go somewhere else. They actually suggested that there are many other products on the market, I don't have to use Quicken.

Who taught these people customer service? They should be FIRED! The goal is to resolve the issue but instead they are failing to take accountability, refusing to work with custmoers to solve problems and actively pushing them away to other market products. Unbelievable. The service representative with whom I chatted is named Edwin.

Oldjusticepete

I tried again this morning and still unable to Update. Had to go to 5/3 Web site and force export. This works but is time consuming and awkward. After 15 plus years with Intuit and then Quicken I would really like to stay where I have all my data, but I quessI will start looking for alternatives. Come on Quicken let’s communicate what’s going on.

MSeurat

Given the timing of this transaction, could this be the reason for the OL-393-A issue?

https://investorjunkie.com/personal-finance/quicken-sold/#:~:text=Intuit%20has%20sold%20Quicken%20to,of%20equity%20capital%20under%20management.

MSeurat

It would be unfair to share disatisfaction without also sharing satisfaction. Based on the issue and the unplesant experience I received from Quicken's Support team, I emailed Mr. Eric Dunn, the CEO of Quicken. I must say, I was pleasantly surprised to receive a well crafted and sincere reply so promptly on a Sunday, when he should be relaxing with friends and family. Here is a brief exerpt of his explanation in reply: "On the connectivity issues, the Fifth Third problem, as I understand it, was caused by an upgrade to their Direct Connect (OFX) server which had some unintended side effects, but which has now been addressed. I am not up-to-date on the Citibank connectivity problems you report [this is a separate issue which conincided with Fifth Third's issue so included it when I wrote Mr. Dunn in the event they may be connected], but I can tell you that before the end of the year we expect them to migrate to the latest connectivity protocol (“EWC+”); our experience with other financial institutions has been that these connections have been significantly more reliable." He went on to further apologize, included Mr. Pehr Lawson, the VP of Customer Care on the email as well. While unfortunate that I had to go to the top of the company to receive appropriate communication, I am very thankful that they are taking this issue seriously and they have renewed my faith in Quicken's commitment to customer service.

bbvas

I too have been unable to download from 5th 3rd for two weeks now. what [Removed-Language] is being done?!