Black Hills Energy - Online bill not updating amount due but the latest bill has downloaded

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This is a continuation of an issue that was marked CLOSED, but remains without a resolution and is still a serious problem for users relying on the online-biller feature.

Synopsis is that Black Hills Energy, when set up as an online biller (using the predefined dropdown list) will connect, authenticate, and download statements. However it will not update the payment due date nor the amount due.

Originally opened in October 2023, last post (prompting for an update) in January 2024. Marked closed with no further information provided by Quicken Support.

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Comments

  • Quicken Jasmine
    Quicken Jasmine Moderator mod
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    Hello @JimC52,

    To start with, I suggest you try to Review and Repair Online billers. However, I do recommend that you save a backup of your data file first (just in case). After that, please navigate to the Bills & Income tab and click on the gear icon on the top-right. Then, click on Review and Repair > Review and Repair Online Billers in the dropdown menu.



    Once that is done, see if the issue still continues to persist.

    Let us know how it goes! 

    -Quicken Jasmine

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  • JimC52
    JimC52 Member ✭✭
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    Jasmine - I completed that prior to (re)posting the issue yesterday. The Repair Online Billers ran and completed with no error messages, however it did not change the issue. In my last phone conversation with Quicken Support, I was told this was a known problem between the Quicken and Black Hills servers, they were working on a resolution and expected one soon. That was 90 days ago and I've heard nothing since.

  • Quicken Kristina
    Quicken Kristina Moderator mod
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    Thank you for your reply,

    When I check on our end, I don't see any current known issue reported for that biller. Do you have the ticket number from when you spoke with Support, so I can look it up and see what known issue they tagged?

    In the meantime, in case this is a file-specific issue rather than an issue with the biller, I suggest that you try validating and/or super validating your data file.  Please save a backup file prior to performing these steps.

    Validate: 

    1. File
    2. Validate and Repair File...
    3. Validate File
    4. Click OK
    5. Close the Data Log
    6. Close Quicken (leave it closed for at least 5 secs)
    7. Reopen Quicken and see if the issue persists.

    If the issue persists, proceed to Super Validate. If the issue is resolved after performing validation, then please disregard the instructions to Super Validate.

    Super Validate:

    1. File
    2. Hold CTRL + Shift and click Validate and Repair File...
    3. Super Validate File
    4. Click OK
    5. Close the Data Log
    6. Close Quicken (leave it closed for at least 5 secs)
    7. Reopen Quicken and see if the issue persists.   

    Please let me know how it goes!

    Quicken Kristina

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  • JimC52
    JimC52 Member ✭✭
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    I no longer have the incident number, it is not a "file issue". I did some troubleshooting on my own today and discovered that something has changed in the way Quicken determines that amount and date due from Black Hills. If I disable the Black Hills AutoPay (BHAP) option then Quicken will correctly show the correct amount and date due. However, Quicken shows nothing due and a blank date if BHAP is reenabled. Reviewing the actual printed statements reflects the same because since the next amount due is automatically scheduled by BHAP, Quicken assumes there is nothing due.

    The statement does show that $XX.XX payment will be collected on XX/XX, but Quicken isn't seeing this information.

  • Quicken Kristina
    Quicken Kristina Moderator mod
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    Thank you for your reply,

    From what you describe, it sounds like the way the information is being provided to Quicken causes the program to see no payment due. It looks like you deleted that online biller from your Quicken. If you would like me to report the issue to the proper channels for further investigation, please re-add Black Hills Energy as an online biller.

    Thank you!

    Quicken Kristina

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This discussion has been closed.