Unable to make payments from Fifth Third checking account after getting "Bill Payments Enabled"

Question

I am a long-time Quicken user with my old bank, Comerica, which merged with Fifth Third, with the new 5th-3rd accounts established over a month ago.  Downloads and transfers with the new accounts (checking and savings) are working.  I am unable to get Bill Pay capability even though I have, on several occasions, gotten the message "Bill Payments Enabled".  I am expecting to see a PAYMENTS tab in the ONLINE CENTER, but it is never available for the account in question.

I have been unsuccessful in getting resolution support from Fifth Third and Quicken which I will continue to work.

Any ideas or recommendations appreciated

[Edited - Readability]

jthelw · Answer

HELP: this is way down the road for me - I can't get Quicken to recognize my Fifth Third accounts at all!!

Sceptic · Answer

@JeffW That's a very significant finding. If the General tab shows the new Fifth Third routing number but the Payment Account setup under Online Services still shows the old Comerica routing number, it suggests the Bill Pay configuration may still be linked to the legacy Comerica information.

I'm not aware of any way to directly edit the routing number in the Payment Account setup. In many cases, Quicken obtains that information from the financial institution and the bill payment enrollment. It may be necessary to deactivate and then re-establish the payment service so Quicken can retrieve the correct Fifth Third routing information.

Before making changes, I would recommend documenting the current settings and discussing this specific routing number discrepancy with both Quicken Support and Fifth Third. The fact that two different routing numbers are displayed for what should now be the same account certainly seems like a possible root cause of the payment issue.

JeffW · Answer

Thanks for your comments and ideas.  I may have uncovered an issue and also have tried to answer your questions.

A problem/conflict I have found is that Under Account Details, GENERAL tab shows the Routing Code for fifth-Third.  However under the Online Services and then edit the Payment Account it shows a ROUTING NUMBER for the original Comerica Account  At this point I have not found a way to change the routing number to see if that change will clear the issue.  It seems like there is a a problem as old Comerica Routing numbers should be replaced with fifth Third routing number.  Further suggestions are appreciated and I will also present this info to Fifth third and to Quicken for a solution.

The Online Bill Pay shows

The message / screen shot below appeared after I confirmed the two small deposits made by Quicken.