Quick Pay Transactions (Not Canceled)

Question

I created a transaction on (2/17) to pay a large sum of money to JP Morgan Chase via Quicken I found the transaction stay in the processing state for several days I contacted Quicken L1 Support on (2/19) explained the situation and we agreed to cancel from within Quicken, found I was unable to cancel from within Quicken and I asked if Quicken back end support had the ability to cancel this transaction and was told they could cancel this transaction.

I went ahead and paid Chase using Chase website and in the meantime expected this Quicken transaction would be canceled.  The next day (2/20) I found it was not canceled and the transaction went through.  I did contact Quicken again the L1 technician stated it did not look as if the previous L1 support technician canceled the transaction.  (I did appreciate his honesty).

The question here:  In the future should the consumer be requesting a transaction ID showing the transaction was canceled or what is the Quicken Policy here with regards to cancelling a transaction?

Please know I now have to wait 2 to 3 days for the funds to transfer before Chase can refund one of my transactions.  Not a good day for the consumer or Quicken?

Since this site was down for several days, I would assume Quicken and Chase has some type of SLA that was not met?  (Yes/No) — Please don't say its best effort.

pgdco · Answer

I see the issue happening again where I submitted payment to Chase on 2/25 and now its in a processing state.  Last week it took 2 to 3 days and when I called technical support, I was told the Chase was having connectivity problems.  I will reach out to Quicken technical support tomorrow to see if I get the same response.  In a few days, my delayed transaction will come back as processed.  The point here is we do not know why its coming back with such a long delay.

I have 5 quick pay billers most goes smoothly, this is the only one I have issues with and its sad when you can't call technical support to get a quantifiable answer you can trust.  I work in the financial industry in production support deal with hundreds of financial institutions (including Chase) and I know how they operate.  There is no way Chase is going to have a server down for a few days.  This issue is else where.

mshiggins · Answer

@pgdco which site was down for several days?

NotACPA · Answer

You're asking policy questions that no one on this site can answer.  We're other Q users, not Q management.