Is Quicken Support chat worth using?

Hi -

I've been a Quicken user for many years and have mostly been happy. But, lately I've been having an intermittent problem with some of my credit card accounts updating using one-step update. My Amex cards and investments update fine, but my credit card accounts with Chase, CapOne, Citi, and Target sometimes won't update (even though one-step update shows them complete). I don't get any error messages, the accounts just don't update.

I used chat support on Monday and spent 45 minutes or so troubleshooting. The agent had me upload a few log files, analyzed them, and said he needed to escalate the issue since my Quicken file was "corrupt". I haven't heard anything since Monday, so I went to chat today to follow-up and the agent said there was no record of the escalation, and the notes from my chat on Monday were minimal. Has anyone else experienced this? I really don't want to start the troubleshooting over again just to reach a dead-end like this again.

Thanks!
-Eric