New York Life Virtual Service Center

naples98

Quicken does not download the correct information from the New York Life Virtual Service Center even after reconnecting accounts, creating a new test Quicken file, etc.

Troubleshooting with Quicken support and I get this response:

"I apologize for any inconvenience you may be experiencing. It seems that your bank is still experiencing some connectivity issues, resulting in incorrect information being provided to you. To help resolve this issue, I recommend reaching out to your bank's online banking department in a kind and courteous manner to inquire about the situation. Your understanding and cooperation in this matter is greatly appreciated. Thank you."

What a terrible response, especially because I am paying a yearly fee for this product.

jacobs

@naples98 I obviously don't know the specifics here about what is incorrect in your downloads, but the general issue is that Quicken can only import what each financial institution provides; incomplete or incorrect data is almost always the fault of the financial institution rather than Quicken.

naples98

https://community.quicken.com/discussion/comment/20513387#Comment_20513387

Below is from a mod on another thread regarding the same topic. So which is it? Does the user have to troubleshoot with the bank or does Quicken? I pay Quicken for a service which they are not providing so I would expect them to troubleshoot the issue.

"As mentioned there, if the instructions don’t resolve the issue, the next step is to contact Quicken Supportdirectly. Our support agents will be able to collect and review log files, and if necessary, escalate the issue to ensure it’s properly addressed."

jacobs

I didn’t suggest that you need to troubleshoot this on your own. I agree that contacting Quicken Support allows them to see exactly what you’re seeing and document it. In some cases, it’s a known issue; in some cases, documenting it helps them see what the problem is. It’s not clear from your first interaction with Quicken Support whether they were saying this is a known problem or not; I would try again with Support, and this time ask them for a ticket number documenting the issue to insure this is already documented or that it gets passed up the chain to their connectivity team.

What I was noting in my prior post was that in most cases, the problem is with the financial institution having made a change, and remediation requires the financial institution to fix it. In some cases, a fix can be made by Intuit, the company which provides connectivity services for Quicken, and the party which would communicate with the financial institution. In only a small percentage of cases can the developers at Quicken effect a fix. So my point was that while you’re paying a fee to Quicken, they usually don’t have control over fixes to connectivity problems.