Quick Pay (Biller) Issues

pgdco

I've been a consumer of Quicken software for many of years, a few times wanted to go out and find a different solution, but I stuck in there with all the challenges and changes this software has gone through over the past 20-years.

Here's what your consumers of this product would like to see.

1. When calling into L1 support, do not inform the consumer to reach out to the biller for anything. I have not found a single biller support channel that can help the consumer for any Quicken related issues other then my password does not work.
2. Over the years I have found many billers that has never worked for me. It has caused me to think they will never work and I really question, why are they on the list as a biller. Billers that has never worked for me: Verizion Business, The Hartford, Lowe's,
3. I would suggest, a dashboard be created for L1 support to be able to inform the consumer we have consumers using this integration or we have no consumers using that integration, this would be much better then informing a consumer to contact the biller as this is a useless road to travel for a consumer. We want to keep our consumers happy.
4. The consumer wants this integration to work just as much as Quicken but right now, I have to assume its on the Quicken list as a marketing perspective to show large number of billers, even though the integration no longer works, or has never worked.

Maybe someday, these biller issues your consumers have will someday just work, but until then, I will continue to look for better solutions then what has been laid out from a Quicken perspective for their consumers to use.

Quicken Jasmine

Hello @pgdco,

Thank you for sharing your experience and frustrations with Quick Pay and biller integrations. We understand how important it is for these connections to work reliably, and we appreciate your long-term commitment to Quicken despite the challenges you've encountered.

Regarding biller issues, we do have an internal system that allows us to check the status of billers and their connection history. While this tool helps us determine if other users are successfully using a particular biller, there are cases where a biller may appear on the supported list but has intermittent or ongoing issues. If a biller is consistently failing, we recommend reporting it to Quicken Support so it can be further investigated.

For the billers that have never worked for you—Verizon Business, The Hartford, and Lowe’s—do you receive any specific error messages when attempting to add or pay them? Additionally, have these billers ever worked in previous versions of Quicken, or have they always been problematic?

We recognize that contacting the biller directly is rarely helpful, as most support teams are unfamiliar with Quicken integrations beyond basic login issues. Your suggestion for a more transparent dashboard for users and support staff to see the reliability of billers is a great idea, and we will pass this feedback along.

We appreciate your feedback and your patience as we work to improve the biller experience. If you or other users have found any workarounds, feel free to share them here!

pgdco

These billers have never worked in any release: Verizon Business, Version Wireless, The Hartford, Lowe's. We have created a brand new quicken file, to test this integration with no resulted change. When I click go to biller's web site — I am able to logon every time.

The questions here are:

1. Is there evidence to show it has worked for other consumers using any version of Quicken?
2. Does Quicken have a integration resource manager for each integration?

Suggestions: Every time a consumer contacts Quicken after diagnosing the issue, we should bump the issue to L2 support not inform the consumer to contact the biller. I can tell you — the norm is to inform the consumer to contact the biller and not to open a L2 support case. I'd like to see this common theme within Quicken changed as this is how we lose consumers, without consumers we have no product. I'm here to keep the product alive as I have 20+ years of investment in this product line.

Quicken Jasmine

Hello @pgdco,

Thanks for reaching out and for your long-term dedication to Quicken—we truly appreciate your investment in the product.

At this time, Hartford, Lowe’s, and Verizon Business are showing a degraded status, meaning they will not work or connect successfully. Unfortunately, there is no current ETA for a resolution. We understand how frustrating this can be and apologize for any inconvenience.

Regarding your questions:

• We don’t have confirmed evidence that these billers have ever worked for other Quicken users, but we are continuing to monitor their status. Have you seen reports from other users indicating they were able to successfully connect at any point?
• Quicken does have an integration team that works on maintaining and troubleshooting biller connections, but we do not have publicly available details on how individual biller integrations are managed.
• Your feedback on escalating these cases to L2 support is valuable. While we do encourage users to check with their billers in some cases, we understand that persistent issues should be investigated internally. If you haven’t already, I recommend submitting this as an Idea Post so other users can vote on it and bring more visibility to our development team.

For your regular Verizon Wireless biller, does it show an error code, or does it simply not update?

Let us know any additional details, and we’ll do our best to assist!

pgdco

If your L1 technical support has no technical insight to know if a integration has ever worked or not, then technical support is wasting valuable consumer and company time investigating a problem they are not aware actually works.

Thank you for your time, as you have help me to confirm L1 support does not have the proper tools to assist the consumer, nor do we have any notion if a integration works, nor if there are any SLA tied to integrations between your Quicken software and the integration.

A company selling a product and a service I think this is bad for business all the way around.

Quicken Jasmine

Hello @pgdco,

Thank you for sharing your concerns. To clarify, L1 support does have access to the specific tool that I had mentioned. Unfortunately, in this instance, the agent you spoke with provided incorrect information, which was an error on their part. We sincerely regret any confusion or inconvenience this may have caused.

We appreciate your feedback and will ensure this matter is addressed internally to improve the accuracy of support provided. If you need further assistance, please let us know.