Frustration with customer support

msoultan

I just called customer support about an issue where receiving a invoice payment to an account with a downloaded transaction was not always matching (even though I had the date and amount matched). I let the support representative know that this worked fine before, but now it wasn't always matching, which I found to be odd. The answer I got back was that either my file is corrupted, or I need to sign out or sign back in, or that I need to talk to my bank because when I'm using an online account there might be a conflict with the bank. I had already ruled out the first two issues as this was a brand new file, and the last suggestion made zero sense because the transactions are downloaded into the register and at that point the bank has nothing to do with how Quicken decides to store the data - that seemed to go over the representative's head.

After that call, I did a bit more experimentation and I found out that Quicken won't receive an invoice payment to a transaction in an account if that transactions category is already marked as a transfer (even if it's a transfer to itself). This just boggles me the complete lack of understand the rep had for the workings of the software and is really unfortunate because when I provided logical explanations on how this worked fine before, I was given answers that were way out in leftfield. There was no further support given, either - just essentially deal with it.

Just to add to this (which has nothing to do with the representative), when you try and receive an invoice payment against a transaction that already has a transfer category assigned to it, it just creates another transaction in that account. If you try and match the transaction to the downloaded transaction it will do it, but the category is incorrect (it's whatever it was, and not Customer Invoices). This rabbit hole gets even worse the deeper you go, but I'm out of patience to type it all out at this point. Overall this is just poor design.

Oy… I'm really trying to support this software, but man, sometimes the design and lack of support is so frustrating!

Quicken Anja

Hello @msoultan,

We appreciate you reaching out to bring this to our attention and understand your frustration.

I have sent you a direct message, please navigate to the inbox in the top right-hand corner of the Community page and check your inbox.

Thank you!