Schwab Download Issues and Support Inquiry [Edited]

Question

Special premium Family Enterprise support line doesn't answer after 35 minutes on hold; chat support is a joke robot.  Can't download transactions from Schwab - and no support.  Only downloads 90 days from bank despite them having 1.5 years on their own download and don't support uploading the spreadsheet they provide.  Not even a vague AI effort at classifying transactions (it's 2026 people).  And all for the low price of $400.  Also make sure there's nowhere to request a refund.  Sheesh.

Boatnmaniac · Answer

@Quicken Anja - I believe they are referring to Quicken Family Enterprise which was released not long ago…

https://www.quicken.com/products/quicken-family-enterprise

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@Bob 367203 - If you tried to call Quicken Support today it is because phone support is only available from 5am-5pm PST on Mon-Fri.  This is clearly mentioned in the Support Article:  https://www.quicken.com/support/search-opt/ .

Online Chat is available with real people.  If you were getting AI support then you apparently connected with Quick Assist instead of with Chat.  Both of these options are also listed in Contact Quicken Support article.

It's the financial institution that determines how far back the transactions go that they will download.  Quicken has no control over that.  If that is an issue then you need to take it up with the financial institution.  That being said, there might be ways to get older data downloaded but you would need to provide the specific name of the financial institution(s) so that review and assistance might be able to be provided.

If you are within 30 days of the purchase of the subscription you can request a full no-questions-asked refund.  See this Support Article about how to do that:

https://www.quicken.com/support/Terms-and-Conditions-For-Exchanging-Canceling-or-Refunding-Quicken-Products/

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Quicken Anja · Answer

Hello @Bob 367203,

Thank you for reaching out.

I'd like to clarify a few things, as I'm not entirely sure which company you're referring to. Quicken is not affiliated with any company called "Family Enterprise."

If you're experiencing an issue downloading transactions in Quicken, please know that Quicken does not charge separately for phone or chat support. Support is included with your active Quicken subscription. You can find the official ways to contact Quicken Support, along with our hours of operation in this support article.

If the company you contacted charged you approximately $400 for support, it is very possible that you were dealing with a third-party or scam company rather than Quicken. If that is the case, we recommend contacting your bank or credit card issuer as soon as possible to dispute the charge.

Additionally, if you have any information about the company you contacted (such as a website, phone number, email address, invoice, or receipt), please forward those details to spoof@quicken.com so our Fraud team can investigate.

If you'd like to elaborate on the issue you're experiencing in Quicken, please provide a few more details, including any error messages or codes you're seeing, and we'll be happy to assist here in the Community. If you prefer immediate assistance, you can also contact Quicken Support using one of the methods outlined in the article above.

Thank you!

NotACPA · Answer

How far back you can download transactions is determined by the financial institution … not by Quicken.

[Removed - Unhelpful]