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Error 501 ONGOING w/First Command Bank since January ???

Afterprop

First, I really like Quicken, and all the things it allows me to do. OTOH, when my 1-Step Download doesn't work due to an issue that my bank cannot fix, that leads me to think Quicken may not care about me as a long-time customer, since, like last century. So, how much longer is this Error 501 going to drag out w/First Command Bank? You state it is an error on your server. Would appreciate some movement on this error, or at least some on-going communications. Thank you.

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UKR

If you haven't done so already, I'd say it's time to call Quicken Support on the phone during posted hours of operation and request help. Let them do a screen share session with you to review the situation on your computer, to determine the nature of the problem and to figure out how to fix it. This issue may have to be escalated to higher support levels.
Quicken Support:
- To contact Quicken Support, please use this link only:
https://www.quicken.com/support#contact-support and select Chat or Phone support.
- Support is only available during posted hours of operation
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See https://community.quicken.com/discussion/7870684/faq-talk-to-support-does-not-respond#latest
- If you are eligible for Premium Support (purchased separately or included as part of your subscription to Quicken Premier or HB&R) call the number that can be found at the top of your My Account page at https://www.quicken.com/my-account (US) or https://www.quicken.com/canada/my-account (Canada) when you log in with your Quicken ID. Place the call using the phone whose number is recorded in your account profile.
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Afterprop

Thank you for you suggestion . . . Yes, I have not one, but 2 on-going tickets about the same issue, now since January.

bruce_coghill

Is this really a technical problem, or is there a agreement matter between Quicken and First Command Bank? Please give us the facts.

UKR

It appears that there is an open Alert regarding this issue,

https://community.quicken.com/discussion/7928508/ongoing-2-10-23-first-command-bank-wc-501

and a couple of recent discussions on the same matter.

If you haven't done so already, contact Quicken Support on the phone during posted hours of operation
They need to review your download log files to determine the exact cause and what needs to be done to resolve the matter.
You might also want to contact your bank's upper management to report the problem and express your displeasure.

Afterprop

> @bruce_coghill said:
> Is this really a technical problem, or is there a agreement matter between Quicken and First Command Bank? Please give us the facts.

I, too would like to know what the real issue is. Quicken connectivity was working with First Command Bank and then it quit working. Why is this taking so long to fix ? ? ?

bruce_coghill

<UKR> Why contact First Command Bank? In the CC-501 error message is the following, "Do not contact First Command Bank for assistance. They cannot fix this problem." Again, just give us the facts, not the "boiler plate".

bruce_coghill

All we are getting from Quicken is "crickets" !!!

UKR

https://community.quicken.com/discussion/comment/20344227#Comment_20344227

When multiple users have the same problem, there could well be a problem with the bank having made a change to disallow data aggregators like Quicken, Intuit, etc. Depending on how they implement this, all sorts of different problems may manifest themselves. But they should have informed their customers of such changes in letters, emails or message popups on their website.
A letter to the office of the bank's president might give you something more than just “crickets”. It might make someone aware that there is an issue and that might get the ball rolling towards a solution.

bruce_coghill

@UKR Sorry to disagree with your logic. If the problem is at the First Command Bank, Then why is Quicken tell us not to contact the Bank??? I have been in communication with the Bank and they are not aware of any problems at their end. Quicken needs to come "clean". I have had multiple support sessions with Quicken technicians, and all I get is the same Quicken "boiler plate". Yes I am using the special Quicken Support phone number since I am a Premier user.

Afterprop

OK . . . how do we elevate this? Any government agencies that might be interested in an apparent complete lack of service and response to know issues? I really like Quicken, but . . . I'm tired of the boilerplate "we have elevated this internally and are working the issue." I mean . . . I talk to younger people, and they just aren't that interested in what Quicken can do from them. I'm getting ready to quit recommending Quicken as a money mangement tool, and recommend other on-line resources.

bruce_coghill

Following this and other threads, on the same subject, it appears that QUICKEN does not really care about their customers. We are rapidly coming up on the two month mark and the problem is not yet solved. Worse yet, I do not see QUICKEN posting any comments here to give us a status report.

Steven

Interesting. We are having the same problem with the exact same error at a different regional bank. In this case Liberty Bank of CT. Everything was working a week ago. I did have someone at Quicken screen share over the weekend and one thing they tried was start a new quicken program as a test and just add this one account. Same error occurred when trying to setup so may be a quicken issue or bank issue but most likely combination of both.

bruce_coghill

To all First Command Bank fellow customers. Today, 3/28/23, I contacted First Command Bank and they solved the problem. I now have reestablished the connection between my Quicken account and First Command Bank, plus I have all my transactions downloaded. First Command Bank can do this for all customers that are using Quicken, but each customer has to contact the bank individually. First Command Bank technical support has to address the issue on a one on one basis. I was specific to clear this with the bank before I posted this thread. Hope everyone else can benefit from this.

Afterprop

THANK YOU Bruce ! ! ! I just now called First Command Bank. Initially they tried to get me to just DL the data file from the on-line site without using the One-Step Update, but perseverance won the day. The "manager" of the IT specialist I was talking to, made the proper adjustments, and now it appears my FCB One-Step Update is going to work. Note of interest: None of the First Command web works while using a VPN. OTOH, other banks have figured out how to work with a VPN. YMMV.

It is still irritating neither Quicken, nor First Command Bank, seemed that interested in reaching out to their customers, who bank/use their product to fix the issue.

bruce_coghill

Glad to hear that it is working for you "Afterprop". I agree, that it is frustrating when the end users have to work this hard to get a problem resolved.