Money Market FZDXX not tracking in Quicken Mac (Ticket #12299543/CTP-16655)

Sammy
Sammy Quicken Mac Subscription Member ✭✭✭✭
edited March 28 in Investing (Mac)

Hi Laura,

Thanks for looking into the Quicken and Fidelity issue. Getting hold of customer support during the day is not convenient.

Could you please share the information we need to resolve this? I am pretty sure the customer support team is given a list of items to check off; we can follow the same list. This would be a lot more convenient.

Thanks

Quicken Deluxe for Mac (8.5.1)

(Quicken User since 1988)

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Comments

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @Sammy,

    Thanks for reaching out!

    We understand wanting a checklist or list of items to work through; it would definitely be more convenient. Unfortunately, in this case, there isn’t a standard list we can provide. As advised in the Community Alert, contacting Quicken Support is necessary because the team needs to gather specific information, such as screenshots, log files, and account details, to properly escalate this issue to Tier 2.

    There’s no way to bypass this process, as the data collected by Support is necessary to investigate and resolve the problem with FZDXX not tracking in Quicken for Mac.

    We appreciate your understanding and patience!

    -Quicken Anja
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  • Sammy
    Sammy Quicken Mac Subscription Member ✭✭✭✭

    Hi Anja,

    This does not sound like an issue that Fidelity and Quicken are working on, rather it sounds like something that every individual who has this problem needs to contact customer support?

    I spend more time fixing Quicken these days vs actually having it help me do my financial management.

    I beg you guys, please bring back the old semi-reliable quicken.

    Quicken Deluxe for Mac (8.5.1)

    (Quicken User since 1988)

  • jacobs
    jacobs Quicken Mac Subscription SuperUser, Mac Beta Beta

    This does not sound like an issue that Fidelity and Quicken are working on, rather it sounds like something that every individual who has this problem needs to contact customer support?

    @Sammy Quicken has been playing whack-a-mole with Fidelity since Fidelity changed its connection method last year. the reason the Quicken folks ask you to contact Support so they can get log files from you is because various problems with Fidelity money market accounts have been fixed, but sometimes the fixes cause other problems, and they need to see what exactly is happening for you to determine if it's a Quicken problem, and Intuit problem, a Fidelity problem, or some combination of those. Just because you haven't seen a fix yet doesn't mean it isn't in front of one or more of those teams to be addressed. Financial institutions are often slow to prioritize IT code fixes for third-party connectivity like Quicken, but Quicken will never post publicly blaming the financial institution for being slow.

    Quicken Mac Subscription • Quicken user since 1993
  • Quicken Anja
    Quicken Anja Moderator mod

    @Sammy I understand your concern, and I definitely hear the frustration.

    @jacobs is correct here. To clarify from our side, this isn’t that each user is being asked to solve the issue independently, it’s that these types of issues can vary depending on account setup, connection data, and how the financial institution is returning information.

    Because of that, our teams need to review specific logs and account-level data to determine exactly where the breakdown is occurring and whether it’s part of a broader issue or something more isolated. That’s why contacting Support is still a necessary step, even when it may seem like a widespread problem.

    I know that’s not the most convenient path, and we appreciate your patience while this is being worked through.

    Thank you!

    -Quicken Anja
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  • EK118
    EK118 Quicken Mac Subscription Member ✭✭

    @Quicken Anja I did contact quicken support to report the new bug with FZDXX and with transfers not being downloaded. The support tech I worked with via chat did not know about the issue, did not know that you were collecting logs related to the issue, and wanted to start troubleshooting over again from scratch. They seemed unable or unwilling to check on an earlier call for this and other related issues that were escalated. I have already spent a great deal of time with support duplicating basic troubleshooting steps only to be told that the issue must be escalated and then never receiving any further word.

    It would help if you could post some specific instructions on how to get to a person who knows about the issue and can help, or who is actively collecting the logs as noted in the Community Alert.

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