billpay verification issues

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  • Updated 3 months ago
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This is the worst experience I've EVER had. I've been with Quicken and Quicken BillPay since the '90's and have never been treated so callously or disrespectfully until now. I upgraded to the new yearly plan since my 2015 standalone started to have problems with downloading transactions from BillPay. I get it, a new business model and a new service provider that is unable to communicate with the previous provider; and that means reverifing a new BillPay account that will actually talk to Quicken. Despite my reluctance to supplying such a broad range of verification materials (enough to allow someone to steal my identity), I sent the information via fax to the number they provided. Several weeks go by and I get another email requesting the material all over again. I call customer support who confirms they don't have it despite the confirmation page I have showing they do. So I send all of the information again. And after several weeks guess what? Yep - they send another email requesting it a third time!! WTF?? I check, I double check and the fax number is correct! I respond to their email telling them that they already have the info and they don't respond. I call the support line and they tell me they need the info. When I ask to talk to a supervisor, they refuse; respectfully. Now they have opened up a support ticket - which is what they did the second time - and I now sit waiting 24-48hrs for their response, which, if anything like the last time, will be to ask me to send the information AGAIN...

Really?!?!?

Sorry - rant off - but wtf?     
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mfischler

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  • very pissed...

Posted 3 months ago

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ericweiner

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Two things:

1) The service provider is the same. I think this was about KYC compliance. Still, they did not need to start everyone over...only verify information.

2) I used the service GotFreeFax.com to fax them and it went through. Perhaps there is an issue with your fax machine, or their machine.
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mfischler

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@ericweiner - I know they got the information the second time since they sent me an email saying the DL came out blurry. I sent a new copy of everything (not just the DL) to an email they sent me and they never responded and then sent me the third request.

VERY disorganized...
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ericweiner

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Appears so. I did not struggle like this. Have you called quicken directly to complain. Maybe they can exert pressure?
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mfischler

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UPDATE: I just got request #4 for the information I've sent to them twice before. This is after I called customer service yet another time to ask where the info I sent them went. This has now gone on since March 2018 and STILL NO BILLPAY. Seriously - QUICKEN wtf are you doing dealing with a company like this?!?! I've been with you and Billpay since the beginning and you've been flawless until now. From all the other posts I've read, Billpay is becoming a scam to create more revenue by converting old $7.95/20 trans per month account to $9.95/15 trans accounts all while claiming the service is free with the yearly subscription.

Quicken - clean your laundry and get this fixed. It's ruining an otherwise great system.
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ericweiner

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I was always paying $9.95/20, and $3 for each additional 5 I believe. There is no reason this should not be complete. Did you call Quicken directly to complain?
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mfischler

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I did and they suggested I reach back out to the BillPay folks. A vicious circle. If this latest round doesn't work, I'll be reaching out again.