Why can't Quicken even contact Nordstrom to connect an account?

snafner

I am still suffering from the Nordstrom Card issue on Quicken for Mac. After disconnecting the account, I encounter a completely different error when trying to connect. Quicken cannot even contact Nordstrom, it would seem.

Boatnmaniac

https://community.quicken.com/discussion/comment/20462679#Comment_20462679

Well, I suppose there could be an issue with how 2FA is getting fed back to Nordstrom or how Nordstrom is responding the the 2FA feedback from Quicken but it really could be something totally unrelated to that. IMO it is more likely that the connection issue is related to the Nordstrom website changes that were made earlier this month because it was right after that happened that people started posting of the download connection issue.

I know it is frustrating to have connection issues that seem to take a long time to get resolved but in many cases it is not Quicken that can fix those issues. There are 2 other players who bear more ownership of that: The FI and Intuit. When we report issues to Quicken, Quicken must often get both the FI and Intuit engaged in the resolution and that can be time consuming and slower than we'd like.

Hopefully the Nordstrom connection issue will be resolved soon and it won't be like happened with Kohl's earlier this year. Kohl's made some system/website changes back in June and it wasn't until mid-September before Kohl's resolved the connection issues those changes created.

But specific to 2FA: Quicken does not request 2FAs as Quicken has absolutely no control over that. It is the financial institution (FI) that requests the 2FAs and that requires Quicken to prompt the user for it. Quicken is contractually obligated to follow the FI's request on this matter…it's a security thing. When the FI stops requesting the 2FA, Quicken will stop prompting you for it.

In the past I had 2 FIs that were requesting 2FA with every OSU. I ended up calling them and talking with their tech support folks. They told me that their security protocols were flagging for 2FA because Intuit (the aggregator who connects with the FI during OSU) had not been marked in their security system as "recognized". They then marked Intuit as "recognized" and the 2FA requests stopped. Perhaps what you need to do is to discuss this with Nordstrom's tech support (preferably someone who is involved with downloading data) to see if they can do something to stop the 2FA requests. (Do not waste time talking with their customer support because they are not the ones who can address this.)

Boatnmaniac

You might want to view the Alert that has been posted:

https://community.quicken.com/discussion/7957398/new-11-15-24-nordstrom-card-account-cc-511-fdp-530

Also, you might want to review this other discussion thread regarding this issue. While this is a QWin thread there are other QMac users who have been posting in it as this issue affects both QWin and QMac.:

https://community.quicken.com/discussion/7957381/nordstrom-visa-getting-cc-511-error-starting-11-7-24

snafner

Yes, I saw - and have been monitoring - the 11/15 admin posting. The problem likely stems from the fact that any login to the Nordstrom site now requires two-factor authentication, so unless Quicken implements an allowance for that…

I have other Quicken connections that support 2FA, so I don't know why it is taking so long for Quicken to make the change. It is really frustrating.

NotACPA

Making a SWAG here, but my guess would be that Nordstrom didn't notify Q/Intuit in a timely manner of that change to the website.

SO, Q's changes to accommodate the change to the website get placed at the back of the line … behind the changes requested by those FI's who DID make timely notification.

snafner

Ah, punishing the Quicken customer for the FI's failure. Lovely.

NotACPA

Well, it's Nordstrom that's punishing the customer, by their failure to adhere to the contract provision re: "timely notification".

snafner

True, and my point is that if Quicken, as you say, is prioritizing Nordstrom at the back of the line, they are punishing the quicken customer rather than prioritizing a present failure before one that has not yet happened due to a timely advanced warning.

Boatnmaniac

https://community.quicken.com/discussion/comment/20462679#Comment_20462679

Well, I suppose there could be an issue with how 2FA is getting fed back to Nordstrom or how Nordstrom is responding the the 2FA feedback from Quicken but it really could be something totally unrelated to that. IMO it is more likely that the connection issue is related to the Nordstrom website changes that were made earlier this month because it was right after that happened that people started posting of the download connection issue.

I know it is frustrating to have connection issues that seem to take a long time to get resolved but in many cases it is not Quicken that can fix those issues. There are 2 other players who bear more ownership of that: The FI and Intuit. When we report issues to Quicken, Quicken must often get both the FI and Intuit engaged in the resolution and that can be time consuming and slower than we'd like.

Hopefully the Nordstrom connection issue will be resolved soon and it won't be like happened with Kohl's earlier this year. Kohl's made some system/website changes back in June and it wasn't until mid-September before Kohl's resolved the connection issues those changes created.

But specific to 2FA: Quicken does not request 2FAs as Quicken has absolutely no control over that. It is the financial institution (FI) that requests the 2FAs and that requires Quicken to prompt the user for it. Quicken is contractually obligated to follow the FI's request on this matter…it's a security thing. When the FI stops requesting the 2FA, Quicken will stop prompting you for it.

In the past I had 2 FIs that were requesting 2FA with every OSU. I ended up calling them and talking with their tech support folks. They told me that their security protocols were flagging for 2FA because Intuit (the aggregator who connects with the FI during OSU) had not been marked in their security system as "recognized". They then marked Intuit as "recognized" and the 2FA requests stopped. Perhaps what you need to do is to discuss this with Nordstrom's tech support (preferably someone who is involved with downloading data) to see if they can do something to stop the 2FA requests. (Do not waste time talking with their customer support because they are not the ones who can address this.)

rackuhn4

I called Nordstrom card services and asked to speak to Tech department but customer service took my number and said they would call me back, which they haven't. This is very frustrating. Wish Quicken was more transparent as to what the issue is.

NotACPA

https://community.quicken.com/discussion/comment/20462733#Comment_20462733

And, your personal desire aside, why should Q prioritize a contractually non-compliant FI (Nordstrom) over those who ARE compliant and provide timely notice???

If they DON"T work on the advance notice issues, then THEY turn into the same issue that you're complaining about … even though they've been told IN ADVANCE that this was about to happen.

DON'T REWARD BAD BEHAVIOR!

snafner

In business, the customer is always the priority. Without that POV, you run the risk of losing not only your credibility but future sales/customers in the marketplace. One can focus on the customer and still penalize the non-compliant through the use of monetary penalties - or something else already laid out in the contract. I have worked at companies where hot issues take precedence over other product development in order to avoid the business effects I mentioned above. This isn't a personal desire, this is my actual experience over 40 years in tech. You pivot for the good of the end user.

NotACPA

SO, you''re insisting that Q should "hold hostage"/threaten it's other customers to remedy Nordstrom's mess-up???

Yeah, that's great customer service. And that's the good of ALL end users.

FIRST COME, FIRST SERVED.

jacobs

Ah, punishing the Quicken customer for the FI's failure.

@snafner First, understand that Quicken has little to do with resolving connectivity issues. It's their connectivity provider, Intuit, which must resolve these issue. And in many cases, they must work with the financial institution to achieve a working solution. Quicken has no control over how quickly such matters are resolved.

Next, realize that Intuit always has a queue of connectivity problems awaiting fixes. Let's say they deal with 12,000 financial institutions, and each financial institution makes just one change to their website per year which causes a connectivity change. That would be nearly 50 new connectivity problems each and every weekday, 52 weeks a year. you say the customer should be the priority but there are Quicken customers using each of these financial institutions. Why do you think your financial institution should be jumped up the queue over others who preceded them?

snafner

"each financial institution makes just one change to their website per year which causes a connectivity change"

This argument, being hypothetical, falls a bit flat without supporting figures and trends with regards to FI's changing their connectivity protocols. I would posit that the likelihood of an FI touching their connectivity code is relatively infrequent - it can, in the short term, adversely impact their direct customers. Frustrating, admittedly. But, of course, I cannot prove that either without supporting numbers.

NotACPA

But his point, which you didn't even bother to dispute, is that there are other fish to fry … and there's no reason why your issue should be first in line and that you've been given multiple reasons why it shouldn't be.

wschmidt

it would be nice to know the actual status of this. What does “working on the issue” really mean in terms of progress?

snafner

NotACPA, I have witnessed more than once in high-level meetings in a large corporate setting such decisions taking place. There are more factors regarding issues resolved than FIFO. I have witnessed important/critical feature requests and bug fixes for products shifted/deprioritized for reasons other than "you're first in line" or "we did commit."

wbeier3

Q has not updated the alert since 11/22. Let's go Q, we want an update!

marilyncorbett

Agreed! Let’s get some more information. Quicken please give us an update!

Quicken Kristina

Hello @wbeier3 and @marilyncorbett,

The ticket is still open and in work. No further updates are available at this time. If you haven't already done so, please bookmark the Community Alert linked below, since any updates, once available, will be posted to that alert:

https://community.quicken.com/discussion/7957398/ongoing-11-22-24-nordstrom-card-account-cc-511-fdp-530

 If you do not see the bookmark icon at the upper right, please make sure you are logged into the Community.

Thank you!

(Ticket # 11376942/CTP-11417)

wbeier3

Hi Kristina, bookmarked that weeks ago, which is how I knew the last update was 11/22. We're trying to light a metaphorical fire under Q's posterior, as this issue was identified a month and half ago. Far too long for a pair of companies and their ample resources to figure this out! I've been using Q for 30 years (before that Microsoft Money, remember?) and have not experienced anything like this. Please connect us with a resource who actually knows what the issues are to explain them to us: Q's more than patient customers. Thank you.

jacobs

@wbeier3 I understand your frustration, but as I wrote above, Quicken has little to do with resolving connectivity issues. It's their connectivity provider, Intuit, which must resolve these issue. And in many cases, especially when they drag on, it's likely that there's an issue with the financial institution which must be resolved. And, in many cases, financial institution IT departments treat connectivity with Quicken as a pretty low priority. But Quicken has no control over how quickly such matters are resolved.