New Problem Adding Online Bill for Southern California Gas Company

cyberphile

I just tried adding an online bill for Southern California Gas Company again in Quicken Classic Deluxe R66.28. The last time I tried was December 2025 when it would fail to be added and returned an error. Now, with this latest release of Quicken Classic Deluxe, I'm getting a new error regarding the account number field when I follow the data field hint:

(I changed the account number in this example for the purposes of security.) If I leave off the ZIP code and only have the 11-digit account number, the form accepts the account number but will generate an error the next day but does not indicate what is in error. The account number perhaps?

The problem with Southern California Gas was reported many months ago (Sept 2025) to a manager at Quicken Customer Support and still has not be resolved. There are over 20 million Southern California Gas Company customers. There must be a sizable amount of Quicken users that are affected by this!

[Edited - Removed Account Number]

Quicken Alyssa

Hello @cyberphile,

Thank you for reporting the issues you are running into.

I reviewed your previous interactions with support regarding this issue, and I do not see an open escalation. It appears it was escalated to a higher level of support, but no escalation ticket was opened because the biller was unavailable at the time.

Given the circumstances, it would be best for you to reach out to Quicken Support directly. They have access to tools that we don't have access to from the Community. They can look into this further and escalate if needed.

Thank you!

cyberphile

@Quicken Alyssa

The biller was available at the time according to the list of available online billers just as it is now.

This is why I dislike dealing with Quicken Support. I have found them to be of little use and required irrelevant information or access. I have to request escalation to a second level support and even then they avoid documenting Quicken issues as in this case.

You appear to have overlooked the contradiction between the data requirement in the Account Number syntax as implemented in the form and that which is documented in the "hint".

cyberphile

Well, bless the Quicken developers hearts! I just spent the last hour or more in a Chat session with Quicken Support in which they once again insisted on all of my logs from my production datafile which includes very sensitive information about my assets (e.g. OFXLog) or they wouldn't accept an escalation ticket. I even offered to reproduce the issue in a test file without all of my asset information but they refused that. I was only after I said I would post this interaction on the forum or they could have a supervisor call me that the support agent offered to call me to discuss further. Once again, this issue is easily reproducible with an essentially empty datafile.

After the support agent called me and also discussed this issue with some others that she said this unspecified error during enrollment was due to already being enrolled in paperless billing and that Quicken can't enroll me if that is the case. I had to call to Southern California Gas company to have them unenroll me! I don't remember if I requested paperless billing or if that was left over from the previous online billing service. I will try again to set up the online biller in Quicken over the next couple of days to allow for the change in status to be reflected everywhere it needs to be.

I did point out to the support person that all of the problems with this for the last 6 months could have been avoided if only Quicken had returned a useful error message!

Quicken Alyssa

@cyberphile,

Thank you for providing an update.

I am happy to hear you were able to get to the bottom of this with the help of our support team. Do let us know how it goes when you try setting this up again.

If you need more help, we will be here.

cyberphile

I don't think they resolved all the issues. I am still getting the account-number error when I try enter the information in the enrollment form as specified in the "hint", i.e. the 11-digit account number followed by the 5-digit ZIP code. The form will only allow the 11-digit account number. I will see happens after 24 hours.

Quicken Alyssa

@cyberphile,

Sounds good!

If you are still having issues when you try again, please reach back out to Quicken Support.

Thank you!