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My quicken subscription is not recognized on my account??

Rcf26

Today, I signed up for a quicken web account on quicken.com and then I purchased quicken classic. After some trouble with my firewall I was able to download the file. When I opened the application it requested that I sign in. When I signed in the website did not recognize my subscription. I called quicken support three times, and I received three different versions of what happened.

The first rep told me that he didn’t see my subscription on his system but that the system takes a while to verify my account so I should wait 24 hours and all should be well.

The second rep told me pretty much the same thing except he said it should only take a few hours.

The third rep told me that there is no record of my subscription so I must have made an error when I made the purchase, or made the purchase using another email. I did not. I pointed out that there is a pending charge on my AMEX credit card showing the purchase was made. He insisted no subscription exists, but said I should wait 72 hours until the pending charge is processed to see if the purchase is recognized by quicken.

Is this in anyway normal?

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Comments

Quicken Anja

Hello @Rcf26,

I went ahead and took the liberty of checking the email associated with your Community profile to see if there is a subscription attached to it, and can confirm that there is none. Therefore, I have sent you a direct message to further investigate. Please navigate to the inbox in the top right-hand corner of the Community page and check your inbox.

Thank you!

Rcf26

https://community.quicken.com/discussion/comment/20466563#Comment_20466563

This morning my payment was found by quicken but no subscription was found for my account. The representative said that the payment had been in the system since yesterday which is frustrating since I was assured by three different reps yesterday that no payment had been received. I was told that since for some strange reason the subscription was not reflected on my account they would have to refund the original payment and I would need to repurchase the subscription. I was also requested to download a patch to address some bugs in the software. When we were almost done the system stopped recognizing my password and locked us out. The rep told me it was an internal issue and he had to contact another team to unlock it. That team does not start work for several hours so I am still waiting for a resolution.

Needless to say this has been a terrible buying experience and aside from the representative I dealt with this morning who seems to know what he is doing everyone else was pretty much clueless, with one rep in particular who basically blamed me for the whole debacle.

The bottom line is that the quicken online purchasing process is broken and this is probably well known to the people who work in the company. They really need to figure things out.

Quicken Anja

Hello again @Rcf26,

Has this been resolved since you posted this followup this morning, or are you still experiencing any issues with this?

I went ahead and checked your account again and can now see internally that you have an active subscription.

Let me know if you still require any further assistance! Thank you.

Rcf26

https://community.quicken.com/discussion/comment/20466666#Comment_20466666

Yes I require further assistance!!

On December 12, I tried to purchase the software online. As you know because of some glitch I was unable to do so but I was charged twice in the amount $71.91. When the representative that last assisted me told me I would need to repurchase the software through him a third time he said my other payments would be reversed and credited to my credit card. One of the payments for $71.91 has been credited, but the second payment for $71.91 is still on my card, as is the third payment for the actual purchase for which I was given a small discount as a courtesy.

Today, I called in again. The representative that assisted me said she can only find a record of two payments. The reversed $71.91, and the third discounted payment. This is INCREDIBLY frustrating since when I first attempted to buy the software I was told the same thing by three people and then the next day someone actually found the payments.

So in summary, I have been charged three times, credited once, and now have two charges on my credit card for the same purchase. Please see what you can do. I have initiated a dispute with my credit card, but it is incredible that quicken can’t find payments in their system.

Edit - Never mind. My credit card just told me they have removed the second charge for $71.91

Quicken Anja

Thank you for following up! I very much apologize for this experience.

While I see you edited your comment as the bank was able to remove that second charge, I will still go ahead and check again internally as well as forward these details to my team to have it looked into so we can hopefully prevent this in the future.

Thank you!