Terrible support service

hamoja

On Dec 9th after two hours on the phone with first tier, my call was routed to a "supervisor" who gathered a bunch of information to build case #11435345 for escalation regarding sync failures between Quicken for MAC and Space Coast Credit Union constantly failing.

Approx. four weeks passed, no feedback from Quicken escalation group in spite of me requesting updates several times on the ticket that was open for the case.

I contacted support again Dec 30th to follow up on the case, only to be told some type of solution was provided on Dec 13th. As of this writing the problem is still broken, no response nor feedback from this "escalation team" about a working solution.

The lack of interest by these supervisors is pathetic, one of them tried to create another case instead of focusing on getting the old case resolved, like they needed another ticket to show progress.

So what the supervisor hs done is to re-escalate the ticket again under a new case and was told there is no ETA when it will be fixed. Service seems to get worse each year.

Anyone over there caring enough to fix this ongoing problem?

Quicken Kristina

Hello @hamoja,

To assist with this, I took a look at the ticket number you referenced. I can see that the escalated ticket generated from that contact is ticket # 11435890. The escalated team did send an email on 13 December. It was sent to the email address you provided Support when you contacted us on 9 December. If you didn't see that email in your inbox, it may have ended up in your junk or spam folder.

That email said that the team working on the issue believed that they had resolved it, and wanted you to deactivate and reconnect your account(s) with Space Coast Credit Union, then let them know if the issue persisted.

When you contacted Support today, they scheduled a callback for you on 7 January 2025. Did you receive the confirmation email for that callback?

I look forward to your reply!