Synchrony/CareCredit

Tater · April 13

Subject: Ongoing Synchrony/CareCredit Connection Failure – Unacceptable Service

Dear Quicken Community,

I wanted to post this on Quicken Community before I send to Management.

I want to share my growing frustration with the ongoing inability to download transactions from Synchrony Bank (CareCredit) into Quicken.

I have been a loyal Quicken user for over 20 years and rely on it to function as advertised—specifically, to reliably download and manage financial transactions. This issue has reportedly been ongoing since October, yet there is still no resolution and no clear timeline for a fix.

Frankly, this is unacceptable.

Automatic transaction downloads are a core feature of the service I am paying for. The current situation forces users into manual workarounds that defeat the purpose of using Quicken and significantly reduce its value.

Even more frustrating, Synchrony/CareCredit does not provide a straightforward way to download transactions in Quicken-compatible format (QFX/Web Connect), leaving users stuck between two companies with no solution.

I would like clear answers to the following:

What is the root cause of this issue? If it involves the aggregator (Intuit), why has it not been resolved after months? This is NOT Rocket Science!
What concrete steps are being taken by Quicken to fix this problem?
What efforts are being made to work directly with Synchrony to restore proper connectivity or provide compatible download options?
Will Quicken offer any form of compensation or subscription credit for this prolonged disruption?

As a long-time customer, I expect better transparency, communication, and accountability.

If this issue cannot be resolved in a reasonable timeframe, I will have to seriously reconsider continuing my subscription after more than two decades.

I would appreciate a clear, honest, and substantive response from Quicken.

Quicken Anja · April 14

Hello @Tater,

I understand your frustration, and we appreciate you taking the time to lay out your concerns clearly. I’ll address your questions as directly as possible based on the information we currently have.

This issue with Synchrony Bank/CareCredit (CC-503/FDP-103) is a known issue and is being actively investigated under ticket #12105591. It has been ongoing and involves multiple parties—Quicken, the aggregation service provider, and the financial institution—which does add complexity and can impact resolution time.

To your specific questions:

Root cause: At this time, we do not have a confirmed root cause that can be shared publicly. These types of issues are typically related to connectivity, authorization, or changes on the financial institution/provider side.
Steps being taken: The issue has been escalated and remains actively worked on by the appropriate teams. This includes ongoing coordination with both the service provider and Synchrony.
Work with Synchrony: Yes—resolving issues like this requires collaboration between all involved parties, and that coordination is part of the current effort.
ETA: There is currently no estimated timeframe for resolution. Any updates will be posted to the Community Alert.
Compensation: We’re not able to address subscription credits or compensation here in the Community. If you’d like to explore that, you would need to contact Quicken Support directly, as those requests are handled on a case-by-case basis.

For the latest updates, we recommend bookmarking the Community Alert for this issue, as that is where any new information will be shared as it becomes available.

We understand this impacts a core feature and appreciate your patience while this is being worked on.

Thank you!

Tater · April 20

Quicken Anja,

Thank you for the response, but I have to be candid—it does not address the core concerns being raised by long-time customers.

Saying the issue is “known,” “being worked,” and “involves multiple parties” after more than six months is not a meaningful update. At this point, customers need more than general statements—we need accountability and transparency.

A few points that remain unresolved:

If there is no confirmed root cause after this length of time, that in itself is concerning. What specifically is preventing identification of the issue?
“Actively being worked” without any measurable progress or milestones does not provide confidence that this is close to resolution.
There is still no explanation as to why Synchrony/CareCredit does not offer a reliable QFX/Web Connect download option as a fallback. This leaves customers with no viable solution.
Deferring compensation discussions to individual support cases avoids addressing the broader issue: customers are paying for a core feature that has been unavailable for months.

Respectfully, this situation has moved beyond a typical connectivity issue. It is now a prolonged service failure affecting paying customers, with no timeline and no clear path to resolution.

At a minimum, Quicken should be able to provide:

A more detailed explanation of what is actually failing (even at a high level)
Whether Synchrony has restricted or changed third-party access
Whether Quicken is pursuing alternative connection methods or fallback solutions
A proactive position on customer compensation, rather than requiring individual requests

I have been a Quicken customer for over 20 years. I am not looking for a generic support response—I am looking for a substantive update that reflects the seriousness and duration of this issue.

@tater

GMK · May 1

I have a Carecredit Mastercard account and a Walgreens Mastercard account through Synchrony. I have had no success downloading transactions for either account into Quicken. Please fix. Thanks.

Quicken Anja · May 1

Hello All,

We understand your concerns and the level of frustration around a long-running connection issue like this.

At this point, there isn’t additional technical detail or new status beyond what has already been shared in this Community Alert. As mentioned previously, these types of connectivity issues involve multiple parties (financial institution, aggregation provider, and Quicken), and resolution depends on coordination between them.

Because of that, we do not currently have further updates, or a timeline we can provide.

For the most accurate and current information, please continue to refer to the Community Alert, as that will be updated when more information becomes available.

We appreciate your patience while this is being worked through! Thank you.

Synchrony/CareCredit

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