Quicken Technical Support - NOT!
Stewart Berman
ME:
I have two credit card accounts with Bank Of America (All other
states). I had them both set to download. One of them stopped working.
When I checked I saw that the account number in Quicken had been
changed to the last four digits of the account. I clicked on change
online services. Remove from one step update. I then put in the
correct account number and pressed active online services. I entered
the customer id and password and pressed Next. First I got an error
message saying the product was not enabled. When I closed that box I
got a prompt to answer a security question which I did. Quicken
connected and then I got a box saying you are setting up the following
accounts. Under Account Type it said Credit Card, (xxxx) where xxxx
was the last four digits of the account. It also showed the account
name from Quicken. I pressed and the Account Number in Quicken was
changed from sixteen digits to the last four digits of the account.
The download summary then said that error CC-506 had occurred.
How do I get around this bug in Quicken?
QUICKEN TECHNICAL SUPPORT:
, if I understand your issue correctly you are not able to use online
services from your financial institution due to error code CC 506.
I am happy to help you out with that, in this concern I would request
you to please visit the following web link to get more information and
resolve this issue -
[Note: the link is to a web page that addresses CC-506 errors -- it
doesn't address my problem]
ME:
The account that has the problem did not have any transactions last
month so there is nothing to download. Besides the problem is that
Quicken is changing the account number from 16 digits to 4 digits.
That is a bug. Tell me how to stop Quicken from changing the account
number.
QUICKEN TECHNICAL SUPPORT:
, I do understand your concern and would like to inform you that
Intuit does not have access to this information. Financial
institutions provide Personal Identification Numbers (PIN) when you
apply for online services. This information can be given by your
financial institution so I would request you to please contact it with
your financial institution.
ME:
I assume this was a response from a poorly programmed bot. Nowhere in
any of my correspondence did I say I did not have my PIN. I hope the
bot is smart enough to give this email chain to a human that can read
and understand English.
There is a bug in Quicken that replaces the 16 digit account number in
a credit card account with the last 4 digits of the account number
during the on-line setup process. Can I make that any clearer? Then it
says it can't find the account it is downloading.
QUICKEN TECHNICAL SUPPORT:
, I do understand your concern and would suggest you to please open
your automatic backup file. Quicken makes a historical copy of your
data every seven days and stores these copies in the Quicken/BACKUP
folder.
When naming backups, Quicken assigns the same name as your data file,
followed by a number. For example, if your data file is named QDATA,
Quicken names the most recent copy QDATA1. When Quicken creates a new
backup, it renumbers the other backups so that the most recent copy is
always QDATA1 and the oldest one is deleted.
Please follow the steps given below to open the automatic backup file
–
To restore a backup from the Quicken Backup directory:
1. From the Quicken File menu, choose Restore Backup File.
2. In the Select Restore Drive window, choose the drive letter where
the backup directory is located, and then click OK.
3. Open the Backup directory, and then select the file to restore.
4. Click OK to the File restore successfully message.
The file will have been restored to the directory that the backup
directory was located in and will have the same file name as the
backup.
For example, if the file you restored was C:\Quickenw\Backup\Qdata1,
the new file will be C:\Quickenw\Qdata1. To open the file, choose Open
from the File menu.
ME:
Are these responses generated on a random basis because they have
nothing to do with my problem. I never mentioned backup. Please give
this to a human that understands written English.
QUICKEN TECHNICAL SUPPORT:
, I believe that we can best handle this issue via telephonic
conversation. I would request you to schedule a time between 5 AM PST
to 5 PM PST on Monday to Friday and please visit the following web
link to setup a call back arrange – The support person call you within
10 minutes.
==============================================================
Every time I try to get Quicken Technical support to help with a bug
in Quicken I wind up in an extended exchange of emails that always end
with a request for a telephone call. Unfortunately, usually I am not
home between 8:00 EST and 8:00 PM EST. (I was home early once and
contacted Quicken's telephone support. The person that took the call
had no idea what he was talking about..)
I would not recommend Quicken to anyone looking to start using a
financial management software package. The only reason I continue to
use it is it has all of my data locked up and no easy way to port it
to another product. I feel like a serf that once every three years
has to pay tribute and knows that all they will get in return are
lashes from a whip. Being forced to upgrade would be bad enough but
each new version comes with an increasing number of bug.
Mark R. Cusumano
by people to whom English is not their native language. I have gotten as
equally bad tech support especially when it comes to the broken attachment
feature in Quicken which they refuse to acknowledge even exists. I have to
save everything as a PDF file if I want multiple attachments. The person I
wrote to (if it was a person, sometimes even I think it might be a poorly
written AI program) but I have dealt with enough off-shore tech support to
recognize language barrier problems. Also when you farm out tech support,
the tech staff really don't know anything about the product. They have a
script of "PAT" answers with which they look up based on keywords in your
problem. If it's a real person responding it might as well be a computer
for all the help they are.
"Stewart Berman" <Stewart[RemoveToUse]Ber...@optonline.net> wrote in message
news:8qh9s3l4lda6t4kra...@4ax.com...
> -
>
> To restore a backup from the Quicken Backup directory:
>
> 1. From the Quicken File menu, choose Restore Backup File.
> 2. In the Select Restore Drive window, choose the drive letter where
> the backup directory is located, and then click OK.
> 3. Open the Backup directory, and then select the file to restore.
> 4. Click OK to the File restore successfully message.
>
> The file will have been restored to the directory that the backup
> directory was located in and will have the same file name as the
> backup.
> For example, if the file you restored was C:\Quickenw\Backup\Qdata1,
> the new file will be C:\Quickenw\Qdata1. To open the file, choose Open
> from the File menu.
>
> ME:
> Are these responses generated on a random basis because they have
> nothing to do with my problem. I never mentioned backup. Please give
> this to a human that understands written English.
>
> QUICKEN TECHNICAL SUPPORT:
> , I believe that we can best handle this issue via telephonic
> conversation. I would request you to schedule a time between 5 AM PST
> to 5 PM PST on Monday to Friday and please visit the following web
> link to setup a call back arrange - The support person call you within
> 10 minutes.
>
> www.quickendirect.com/phone
>
> ==============================================================
>
> Every time I try to get Quicken Technical support to help with a bug
> in Quicken I wind up in an extended exchange of emails that always end
> with a request for a telephone call. Unfortunately, usually I am not
> home between 8:00 EST and 8:00 PM EST. (I was home early once and
> contacted Quicken's telephone support. The person that took the call
> had no idea what he was talking about..)
>
> I would not recommend Quicken to anyone looking to start using a
> financial management software package. The only reason I continue to
> use it is it has all of my data locked up and no easy way to port it
> to another product. I feel like a serf that once every three years
> has to pay tribute and knows that all they will get in return are
> lashes from a whip. Being forced to upgrade would be bad enough but
> each new version comes with an increasing number of bug.
--
Mark R. Cusumano
Skype Name: mark.cusumano
Web: http://The-Padded-Cell.spaces.live.com
Oilcan
attachments as described. I can attach two jpeg images plus a PDF at both
the transaction level and account level. Saves fine, reopens and displays
fine. However I am pulling in previously saved files - not a copy from the
clipboard or directly from a scanner. In very rare instances I have more
then one attachment and when I do usually do not add them at the same time.
Also, I do have problems with Bank of America downloads - I just gave up
after a year of them sometime working and sometimes not. I am not certain
that switching the Account Number in the Account Set-up is necessarily a
problem. They might be doing this for security reasons. I have other
accounts with other FI that do the same thing and Express Web Connect works
fine.
Oilcan
"Mark R. Cusumano" <sp...@bitbucket.com> wrote in message
news:tNWdneGkv8WpT1na...@comcast.com...
Don B
software companies today.
Take Microsoft for example. I can remember when , not that long ago really,
I was on the phone with MS tech support, can't remember which OS it was
regarding, I think it was Win95. Anyways, talked to a guy in Redmond, in an
office in the MS complex, he was very helpful, stayed on with me till the
problem was resolved. Man, I miss those kind of days.
To tell you the truth, it has been some time since I have even bothered with
calling tech support for most anything. I tend to use the newsgroups,
website forums, google searches, etc. Takes some time at times, but
inevitable I end up finding the answer I need, without the type of
frustration mentioned below.
Don
"Mark R. Cusumano" <sp...@bitbucket.com> wrote in message
news:tNWdneGkv8WpT1na...@comcast.com...
Robert Cheney
telephoned technical support and spoke to someone in India who I could
barely understand because of his accent. He worked with me for about 30
minutes and finally said he had to do some research and get back to me. He
did get back and transferred me to someone else who was even worse. I gave
up trying to use the program. Much to my amazement, a couple of weeks later
I got an email from Microsoft asking where I purchased the program and how
much I paid for it so that they could refund me since they were unable to
fix the problem. About a month later a check for $35.99 arrived.
"Don B" <d.bur...@clothes.comcast.net> wrote in message
news:ff2dnRYDL5eORFna...@giganews.com...
L
news:8qh9s3l4lda6t4kra...@4ax.com...
Your problem is that Quicken no longer recognizes one of your BOA accounts.
The solution, as stated in the link you provided, is to "to update the
accounts from your financial institution's Web site."
Your assumption that the problem resides only within the Quicken software
was predicated on the observation you made that Quicken shows only the last
four digits of your sixteen digit account. There may be any number of
reasons for that, including the possibility that your Financial Institution,
BoA, may mask the display of the first twelve digits.
In any case, going to the BoA website should solve your problem.
On the BoA website, open your account and initiate downloading into Quicken.
It is important that you initiate the download THROUGH THE BOA WEBSITE.
If Quicken cannot find the appropriate account (because it cannot match to
the information currently in the program) Quicken will ask if you want to
create a new, or use an existing, account.
Select the account to download to.
Post back if you continue to have problems.
Laura
"L" <lisaanne_qui...@hotmail.com> wrote in message
news:47c6ebaa$1$15196$607e...@cv.net...
You should be able to go through Quicken to add the account. I just added an
new ID and account from BoA without any problems. I was prompted to select
which accounts I wanted to add. The accounts all had names like
Checking-xxxx, savings-xxxx. You have to know which account you want to
select. It was added into Quicken using the full account name.
Another thing to note, the first time I accessed this account it asked me
for the passcode. I would suggest that you are able to access the account
online so that you know that your id/password/passcode all work properly.
Mark R. Cusumano
jpeg images I can only view the first one. There is no menu on the left
hand pane.
"Oilcan" <nos...@nospam.org> wrote in message
news:4J4xj.16766$0w....@newssvr27.news.prodigy.net...
Stewart Berman
if you read the entire chain you will see that there isn't any because
web connect only works if there are transactions to download -- it
doesn't work if you have an inactive account -- it doesn't download
just a zero balance.
The reason I posted the email exchange was to point out that Quicken
is not supported. The support was out sourced to folks that (1) do
not read or write English -- if you read carefully you will see that
the responses from Quicken are stock phrases pasted into the response
without understanding -- and (2) that there isn't an review of the
email exchanges by management.
Now I do not know if this was deliberate -- Intuit wants to stop
supporting the desktop version and is masking that by offering
technical support that will get users to stop using it -- or if it is
just management stupidity. The effect is the same either way.