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!

vdub972

I have the same problem (have had them since 8 Oct). I contacted technical support today and after ~ 40 minutes, the guy gave up and said he didn't think the problems had been resolved. Gee wizz, it has been 3 months and still no connection. Help!

Quicken Kristina

Hello @vdub972,

I'm sorry to hear you had a bad experience with Quicken Support. For us to be able to assist you on the Community, please provide more information. What issue are you encountering? Are you seeing any error messages/codes? Which financial institutions is this happening with? Did you have any of the ticket numbers from your contacts with Support handy?

I look forward to your response!

hamoja

UPDATE #1:

Quicken escalation tier 1 contacted me yesterday and we reproduced the problem over screen share. It appears there are numerous problems between Quicken backend interface and Space Coast.

First major problem, I reported two months ago to Space Coast useless service desk where two factor authentication presents a list of contact emails and telephone numbers to choose from to get the OTP code, but I'm also seeing a list other Space coast customers emails and telephone numbers 😫 as OTP code options as well.

This issue was reported to a branch manager but no resolution from their internal IT department since. Space coast is aware of this security exposure but have no sense of urgency after three months. Totally inept IT security group at SCCU.

Second problem, I created a new profile for tier1 and started the sync process. After a minute I receive and enter my OTP then after 2 minutes Quicken finds my accounts, I get another two factor challenge just to add accounts to Quicken 🤨, kludgy. After another 2 minutes, my accounts and balances appears in Quicken but ALL transaction history missing, smh.

Takes five minutes to sync with two OTP challenges in between versus ~ 1 minute prior to the bank upgrade. Space coast profile is the only account with these sort of problems since the bank upgraded their system last Oct-Nov and created this mess, technically a disaster even today with major security risks.

All this time the Quicken escalation saw the issue over screen share and his only comment is that he needs to assemble details for tier2, which he did and spent another hour putting the case together for "tier2" but ended the call on a hiatus by stating there is no ETA when it will get fixed.

[Removed - Speculation/Inaccurate]

Quicken Kristina

Thank you for your reply @hamoja,

I can see the escalated ticket (Ticket # 11494674) is open and in work. They should contact you by email if they need any further information/action from you or when the issue is resolved.

Since an escalated team is working on the issue, I recommend waiting for them to resolve the issue. Attempting troubleshooting while they are working on the problem may undermine their efforts.

 I apologize that I could not be of more assistance!