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Ticket Escalation Oversight - 8 Weeks w/no Response on inability to download Fidelity transactions

Brad F

I have spent several hours on the phone with support. After Quicken reps escalated my issue, sharing screens and uploading data, I have heard nothing. Multiple calls. I asked about prorating my subscription because the bulk of my data comes from Fidelity. "When your problem is fixed, call us." No one can tell me when anyone will get back to me. A few weeks are reasonable to wait, but not months without an update. What must I do?

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Comments

Brad F

@Quicken Kristina @Quicken Anja Just wanted to tag you on this—I think this might actually belong in the Download & Add/Update Accounts section since it's a structural investment download ticket that has been stuck in tier-3 escalation for 8 weeks. Any guidance on getting a status update would be incredibly appreciated.

Quicken Kristina

Hello @Brad F,

Thank you for reaching out! To clarify, are you asking about ticket# 12431036, from 27 May 2026?

If that is the one you're asking about, I can see that the ticket is open and in work.

It's normal for our escalated teams not to provide an ETA. Typically, they will send an email when they believe the issue is resolved or if they need additional information.

Brad F

Hi Kristina,

Thank you for the update.

It's now approaching eight weeks since this issue was escalated. At this point, an open-ended "it's in work" response no longer feels like a customer-centered approach.

Is it reasonable to expect that I may have to wait months for a resolution? If so, shouldn't customers receive some form of credit toward their subscription fee while they're unable to use a core feature because of an unresolved issue?

I would appreciate anything more specific you can share regarding the status or expected timeline.

Thank you,

Brad

Quicken Kristina

Thank you for your reply,

Unfortunately, I don't have access to more detailed information. I can see the ticket, but it does not have detailed notes on its status. It just has general information for tracking.

How long it takes to resolve an issue depends on the root cause and whether it can be corrected completely in-house or requires coordination with the aggregation partner and/or the financial institution.

While it's more time-consuming than posting to the Community, contacting Quicken Support during business hours by phone or chat would be the best way to get a more detailed update (Note: They won't be able to get an ETA because our teams do not give ETAs), since they would be able to contact the escalated team for an update, as long as you're willing to wait with them on the line while they reach out. I can't make any guarantees, but they may be able to assist with your request for some form of credit for how long it hasn't been working. Such requests are handled on a case-by-case basis.

Quicken Support's contact information can be found through this link here. Phone support is available from 5:00 am PT to 5:00 pm PT, Monday through Friday. Chat support is available from 5:00 am PT to 5:00 pm PT, 7 days a week (Please note that the escalated team is not available on weekends).

I apologize that I could not be of more assistance!