No refund on failed payment, now WE owe YOU?

We were using Quicken Bill Pay to handle a car payment to a credit union. Then we were told to convert to Quicken Bill Manager, and then we could no longer manage the automatic payments until the new Bill Manager completed authorizing the account.

In the intervening 6 MONTHS it took to verify our bank account with a microdeposit, the car was paid off, but the payments from the frozen Bill Pay system kept going out. For a while, the credit union just put the excess payments into the savings account attached to the loan. Then the CU started rejecting the payments. We would get an email from Quicken, and a couple of days later the money would be refunded. We kept calling Quicken about this and were told our account was still "being authorized".

Finally, the Sloth Express confirmed our bank account information in May, and we forgot to immediately go in and disable all of the old Bill Pay settings. On June 18th, the car payment was taken out like usual.

In an unrelated event, our bank account number was compromised, and our bank froze our account on June 19th. That meant the refund normally processed bounced. We know it didn't go into the credit union savings account because we have a statement on that account.

Quicken/Metavante responded to the failed refund transaction by converting the credit owed to US into a debt owed to THEM and turning us over to a debt collector without even attempting to contact us.

This is utter nonsense. We don't use Quicken's money to pay our bills! The only thing we can owe Quicken is subscription fees. Quicken uses OUR money to pay OUR bills, and now they won't give it back. They already have nearly $300 of our money, and they want us to pay them more.

Calls to customer service give us the runaround, and they finally tell us to take it up with the collection agency. The agency gave us a phone number for Metavante, but it was answered as FIS Global, and that number has a recording, "We are not accepting calls at this time."

We sent an email to the address in the message, but it is clearly unmonitored since we never even got an auto-reply that it was received.

So now, we are expected to pay a collection agency plus fees for the privilege of being robbed, all due to Quicken's bungled software conversion process.

This is THEFT, FRAUD, and FALSE REPORTING. We had been loyal customers for over 20 years, and we have been turned over to a collection agency for YOUR mistake!