MetLife eService accounts not updating (again) (FDP-176)

Eli Sherer

Since 2 weeks ago, I have had errors updating MetLife eService (2 accounts, separate logins, neither works). The errors are similar to what I have seen in the past, but no matter how I try to reset, I see the same response.

We were unable to connect to MetLife eService. Please try again later. If this issue persists, contact Quicken Care and report this error code and institution name. (FDP-176)

Error Code: CP_SCRIPT_ERROR (FDP-176)

Any thoughts since this happens every couple of months??

Quicken Anja

Hello @Eli Sherer,

Thank you for sharing the details about your MetLife eService accounts. Please review this support article on FDP-176 for more information.

As noted in the article, these errors indicate an internal issue and require direct assistance from Quicken Support. Our support agents will need to collect and review your log files to determine the cause and escalate the issue if needed.

Unfortunately, there isn’t a workaround for this type of error, so contacting support directly is the next step.

Thank you!

Eli Sherer

Hi… well, I contacted Quicken Support as you noted back on August 14th. I sent the agent files, and he went back and forth with the next "level" of support.

In the end, I was told that they would continue to "investigate" and I would hear back directly when a solution was known. I have since heard NOTHING and do not even have a case number or anything to reference if I were to call back again.

Any additional ideas?

Quicken Anja

Hello @Eli Sherer,

I completely understand how frustrating it must be to not have any updates or even a case number to reference after going through all those steps. I’ve sent you a DM with your ticket numbers so you’ll have them for reference moving forward. Please navigate to the inbox in the top right-hand corner of the Community page and check your inbox.

Please know that your escalation is still open and active. At this time, we’re unable to provide any additional troubleshooting, as doing so could interfere with the escalation process. We truly appreciate your patience while the team continues to investigate.

Thank you!

Eli Sherer

I see the direct message (emails for some reason keep ending up in my junk folder, no matter what I do).

I believe you are saying that I should WAIT for a little longer to see if there's a solution offered. That's OK, since it's mostly the not knowing or having those reference numbers that left me concerned that the work was lost.

I'll give it another week or so and check back on progress.

Quicken Anja

@Eli Sherer Yes, that’s correct—your escalation is still open, and at this point the best step is to wait while the investigation continues. I completely understand how concerning it is to feel “in the dark,” so I’m glad you now have your ticket numbers for reference.

If you don’t hear back within the next week, please feel free to check in here or with Support directly using those case numbers.

Thank you again for your patience!

Eli Sherer

As suggested … I am checking back. Still no connection.

Should I now try calling again?

Quicken Anja

Hello @Eli Sherer,

Thanks for checking back! I completely understand how frustrating it can be to still see the connection issue. From what I can see internally, your escalation ticket is still open and actively being worked on.

If you’d like, you can certainly give Support a call to check in using your ticket numbers—it won’t hurt and may give you additional peace of mind—but there’s no need to repeat any troubleshooting steps that could interfere with the ongoing investigation.

We really appreciate your patience while the team continues to work on this!

Eli Sherer

Really getting frustrated on this one. I have four accounts under two logins and after having them start working again for a while, I am now seeing this same message every few days, and then it doesn't work for a while…

Please try again later.

Care Code: FDP-176

Details:
CP_SCRIPT_ERROR
A bill was not found at the site. No Active Accounts Available

I removed downloads on one account and tried to reconnect again, but still nothing. Is there any full solution in sight?

Eli Sherer

I have now removed the download action from ALL accounts and tried again to re-add any of them… I am still receiving the same error though my login on the MetLife website is valid and working. This is an ongoing issue !!!

Quicken Anja

Hello @Eli Sherer,

Thank you for following up—I know how frustrating it is to have this issue keep recurring after it had been working again for a while.

I’ve reached out to the team assigned to the internal escalation and submitted a request to have your ticket reopened so they can review the ongoing connection failures you’re seeing. Once the ticket has been reactivated, it will continue through the same investigation channel as before.

Thank you again for your continued patience!

Eli Sherer

Are you saying I should WAIT to hear back, or should I reach out again? Also, please remind me of the case number… I believe it was sent in a separate email some time ago, but I cannot find it in my history).

Quicken Anja

@Eli Sherer Thank you for following up. I reached out on your behalf via your internal escalation ticket (CTP-14189) to have the ticket reopened and the ongoing connection failures reviewed.

If you’d like, you can certainly reach out to Quicken Support again for peace of mind. Please note, however, that frontline (Tier 1) agents do not have access to review CTP tickets directly, so they won’t be able to provide updates on that internal investigation.

The other tickets I previously shared with you privately in your Community Inbox—Tier 1 (first contact): T11902076, Tier 2: T11902154, T11902224, and Escalation: T11902255—have been closed. You can still reference these numbers if you contact Support again about this issue.

Thank you!

Eli Sherer

I have not had a chance to call in to Support… but since last Friday I WAS able to download from MetLife eService. However the listing now shows the total value of Life Insurance policies instead of the Cash Value that had been downloading for years!

Is this a NEW ticket (since the login works)? Or is this still a part of proper login?!

Quicken Anja

Thanks for the update and follow-up.

Since your login is working and you’re able to connect, but the displayed data has changed, this would be considered a new issue. When contacting Quicken Support, a new ticket will be opened so the team can investigate this specific data discrepancy.

Thank you!