Truist still doesn't work

Another Doug

Just another day of Truist misbehaving. Tried to reset one of my accounts to see if that would help, and now it will not connect to setup online services. CC-502, as usual. I would ask for help, but I don't think this has anything to do with things on my end. Truist and Quicken, someone needs to get their act together.

FWIW, here's my post responding to someone else's complaint about how bad this is. Maybe someone will see this and step up. Thanks.

"Let me add to the chorus of complaints about how poorly Truist is working with Quicken. I've used both for years (coming from SunTrust) with no problem until a couple of months ago. Truist now routinely times out and will eventually update after I go through the error recovery process. Sometimes. Sometimes not. It's the only financial institution I pay for an online service ($7.95 per month), and it's simply terrible to use. Plus, Truist gives you no way to contact them about your complaint unless you go through the dreaded telephone support line, which I've done, and which accomplishes nothing. Truly abysmal service. I don't know whose fault it is, but it's close to unusable at this point."

ChrisBiggers

[Removed - Off Topic]

Quicken Jasmine

Hello @Another Doug,

I have looked into this issue further and can see that you are internally receiving an FDP-102 followed by "Security verification is currently unavailable. Please call Truist online support for assistance.". Due to this message, I suggest calling Truist directly for further assistance. It is recommended to request to speak to a tier 2 agent or a supervisor as they are generally more familiar with third-party applications such as Quicken.

Please let me know how it goes!

Another Doug

Jasmine, thank you for your help. Getting Truist support on the phone is no easy task, but I will try. Just call the support number on their webpage, or do you have a more direct contact for this kind of problem?

Quicken Jasmine

Hello @Another Doug,

I would contact Truist via their regular customer support line, then request to speak to a tier 2 agent or supervisor as they are generally more familiar with third-party applications.

I hope this helps!

Another Doug

Thanks Jasmine. It actually was not that difficult to get a representative on the phone (call their online and mobile support number), and they were very helpful. Turns out, four of my five accounts connected through direct connect and the other through express web connect. Took a deep breath and deactivated all of the accounts, then reactivated. Now they all connect via express web connect and it appears the issue may be resolved. Thanks for your help.

Quicken Jasmine

Hello @Another Doug,

I am happy to hear that you were able to resolve the issue! Thank you for coming back to let us know!

Another Doug

My time out issues have been resolved, but now all five accounts connect through express web connect instead of direct connect, so no bill pay, transfers, etc. I spoke with a Truist representative this afternoon, and she confirmed direct connect is still supported and available, and my $7.95 monthly fee to pay for a direct connect subscription is in place and active. I've gone through the datafile registration process on the bank's webpage and it shows "success." I've deactivated and reactivated all accounts in Quicken twice now, and they still connect through EWC instead of direct connect. I get no option during the setup process to choose the connection type. Truist online support has no further help to offer.

If my datafile is not registered, I'm told Quicken will default to EWC instead of direct connect, so I'm guessing it may be something about the registration process. Is there a way to manually de-register then reregister my datafile from the Quicken side? I guess I could cancel my subscription, then reactivate it, but that sounds extreme. Any help would be appreciated. Thanks.

Another Doug

Hopefully my last post. The solution is to deactivate all accounts, then when setting up online services, add an account, even if you already have accounts set up, and choose advanced options. There, and only there, you can specify direct connect instead of EWC. I probably should've figured this out sooner, but maybe it will help someone along the way. Thanks.

Quicken Jasmine

Hello @Another Doug,

Thank you for coming back to update us! I am happy to hear that you were able to reach a resolution!