Quicken Bill Pay not commencing as promised

  • 1
  • 1
  • Problem
  • Updated 6 days ago
  • Acknowledged
I bought 2018 Quicken Premier for Windows (upgrading from Deluxe) because they said it included Quicken Bill Pay.  That was maybe a month ago.  I heard nothing further from Quicken or any of their contractors for Bill Pay.  I called and they said they had been swamped with new orders for QBP, causing delay, sorry, but I'd bee seeing two micro-deposits to my checking account "soon."  I've not received them.  They did give me detailed instructions of how to make the switch from my bank's online banking and bill pay (which works with Quicken) when and if I'd ever get the two micro-deposits.  Time passed and, frustrated, I today found a conversation here where folks are complaining bitterly about QBP and the sub-contractor providing it.  I think I was mis-led into signing up for Premier under the (apparently inaccurate) representation that I'd be getting QBP for free (free, maybe, but did I get QBP?  NO!!!), thus avoiding my bank's $9.95/mo charge for online banking and bill pay.  Sounds like I'd be better off sticking with my bank (which I have, so far, anyway).  What is the best way to deal with this?  Ask Quicken to refund the difference and go back to Deluxe?  Help!
Photo of David Kosterlitz

David Kosterlitz

  • 530 Points 500 badge 2x thumb
  • frustrated and mis-led

Posted 4 weeks ago

  • 1
  • 1
Photo of GeoffG

GeoffG, SuperUser

  • 83,526 Points 50k badge 2x thumb
Agreed, this is very poor service.  I've forwarded your concerns to someone at Quicken to look into this.
Photo of jacobs

jacobs, SuperUser

  • 102,966 Points 100k badge 2x thumb
David, if one of the Quicken moderators here doesn't reply or can't do anything about this, you might want to try contacting Quicken Support (chat or phone) and telling them you'd like to downgrade from Premier to Deluxe and get a refund (or extension?) for the difference in cost, due to their third party provider of Quicken Bill Pay not being able to fulfill your order. (Editing to add that Quicken Support is closed on Thanksgiving.)
(Edited)
Photo of Sherlock

Sherlock, SuperUser

  • 435,876 Points 100k badge 2x thumb
Just to be clear, you should be following the instructions provided here: https://www.quicken.com/support/sign-quicken-bill-pay  

So, if you haven't already, you should enroll to create and activate your Quicken Bill Pay account at: Quicken Bill Pay website

(Edited)
Photo of David Kosterlitz

David Kosterlitz

  • 530 Points 500 badge 2x thumb
Thanks GeoffG, jacobs, and Sherlock! 

GeoffG, it is nice to hear that someone agrees with me that this is poor service and thanks for trying to "raise" someone at Quicken (though apparently a separate business unit, QBP, handles this instead of Quicken themselves, and to further complicate matters, QBP uses a third-party subcontractor). 

jacobs, I am inclined to do exactly as you said.  Even if I were able to wake up someone in Quicken to get my order fulfilled, this ordeal already has undermined my confidence in QBP and their subcontractor enough that it seems better to forget about QBP and instead just keep on paying my bank $10/mo for their online bill pay service, which has worked well for years.  If it ain't broke, don't fix it.  You get what you pay for; QBP was supposed to be "free" upon upgrading to Premier; I now see that QBP's service is worth that "free" ($0) price (i.e., QBP's service is non-existent and worthless).  I upgraded to Premier from Deluxe, paying an incremental amount over the Deluxe price.  It seemed like a good deal (I'd save $10/mo ($120/year) that I pay my bank), if QBP service worked, but it doesn't.  I wonder if the marketing executive at Quicken who rolled out this offer knows how bad the implementation is.  

Sherlock, I looked at the website you mentioned, but found nothing helpful to my particular situation.  Also, Quicken told me about two weeks ago to wait for two micro-deposits that they said were coming to my checking account before switching, in Quicken software, my provider of online payments from SunTrust to QBP.  No micro-deposits have come weeks after I bought Premier.  I think it is time for me to follow jacobs' advice.  I feel entitled to a refund of the incremental cost of Premier over Deluxe.    

Like many in this forum, I've used Quicken for centuries and I really like the software.  If I didn't, I'd have quit after my first 100 years with them.  I buy every new release as soon as it is available (there really is no choice if you want to try to stay sane, and Quicken probably knows that).  I've usually had good tech support from Quicken.  But the execution of this offer of "free" QBP for upgrading to Premier has been botched.  Quicken is responsible, along with QBP and the subcontractor.  I plan to keep using Quicken software, but not QBP.  I expected better from Quicken.  
Photo of GeoffG

GeoffG, SuperUser

  • 83,526 Points 50k badge 2x thumb
Have you considered a different bank?  I'm not suggesting this to bail on your current bank or excuse QBP, only to offer alternatives.  There are some banks (perhaps fewer each passing day) that offer free bill pay service with direct connect.  PNC (my bank) is such a bank.  I don't know if I'm grandfathered in or if it and others still offer bill pay free, but it might be something to consider.
Photo of jacobs

jacobs, SuperUser

  • 102,966 Points 100k badge 2x thumb
Just to clarify, Quicken really has nothing to do with Quicken Bill Pay, other than making their applications interface with this service. The service is run by a separate company, Metavante. Those are the only two parties involved.

You’d think Quicken could exert some influence on Metavante about their less-than-stellar customer service, but that doesn’t seem to be the case from the comments I’ve read on this site over the years. Metavante is a very large company providing a wide range of services in the financial services industry — Metavante has multiple services and divisions, and is owned by Fidelity National Information Services — so I’d guess Quicken Bill Pay is a very small piece of what they do.
Photo of GeoffG

GeoffG, SuperUser

  • 83,486 Points 50k badge 2x thumb
"Quicken really has nothing to do with Quicken Bill Pay".. I'm not saying you are wrong, I know nothing about QBP.  However, the manner in which Quicken has made QBP front and center when establishing a bill payer provider, I can only assume they have a financial gain.  I recently setup a new data file and needed to reestablish all existing accounts.  Setting up the bill payer service with my existing bank was an expedition!  I think it has been intentionally buried in the software to promote QBP.
Photo of jacobs

jacobs, SuperUser

  • 102,966 Points 100k badge 2x thumb
Geoff, I was only clarifying David's comment above mine in which he referred to three different entities of Quicken, a separate business called Quicken Bill Pay, and a subcontracted service. There are, I believe, only two parties: Quicken and Metavante, which run the Quicken Bill Pay service. 
Photo of David Kosterlitz

David Kosterlitz

  • 530 Points 500 badge 2x thumb
Thanks, GeoffG and jacobs!  You've both given me good options to consider.

GeoffG:  I'll consider a different bank that (like PNC) does not charge for online bill paying but does use Direct Connect.  Direct Connect is a critical element required for online bill paying to work well, in my experience.  I tend to agree with your comment that "the manner in which Quicken has made QBP front and center when establishing a bill payer provider, I can only assume they have a financial gain."  One part of such gain could be the incremental cost to upgrade from Deluxe to Premier that I've paid recently (for nothing, apparently).

jacobs, I take your point that only two entities, Quicken and Metavante are involved.  So the name, " Quicken Bill Pay" would be just a servicemark, trademark or trade name (together "servicemark") for Metavante's QBP service.  But I'd think that Metavante would have to compensate Quicken somehow for the use of it's company name in their servicemark, by royalties or other payment.  So Quicken would benefit not just from the incremental cost to upgrade to Premier, but also from royalties (which Quicken may have already received for years). 

I am surprised that Quicken would get itself into a situation like this particular QBP promotion and that no one from Quicken has stepped up to post an answer and resolution in this thread.  I'll post what I end up deciding to do.  

  



Photo of Quicken Sarah

Quicken Sarah, Official Rep

  • 43,224 Points 20k badge 2x thumb
Hello David,

My name is Sarah and I am a Moderator for the Quicken Community and Official Representative of the Quicken Support teams.  Thank you for taking the time to share the details of your experience with the Community and I apologize for any frustration or inconvenience experienced.

I'd like to provide a little background on the relationship between Quicken, Metavante and the Quicken Bill Pay service.  Prior to the split between Intuit and Quicken; Intuit had contracted with Metavante to provide bill payment services for Quicken Users (and Users of other Intuit Products/Services).  When Quicken separated to become a standalone company, all customers with a Quicken Bill Pay account were able to retain their accounts and bill payment access under the contracted terms between Intuit and Metavante and continue using those services until that contract ends, which is when Quicken 2017 is discontinued in April of 2020.

There are not many vendors who offer all the services that Metavante does so, when the separation happened, Quicken opted to continue the business relationship with Metavante and wrote a new contract for the Quicken 2018/19 subscription products.  All of which is great, except for the fact that because it is a new contract, all subscription Members who wish to use the Quicken Bill Pay service have had to establish new Quicken Bill Pay Accounts with Metavante, under the new contracted terms.  Many Users have had to complete the full new account approval process, which requires additional documentation and proof of identity from Users to meet federally mandated laws for authorizing financial services such as bill payments.

Unfortunately, Metavante was not prepared for the influx of new account requests from Users upgrading or purchasing Quicken 2018/19 and they have been struggling to meet their service level expectations and are taking longer than anticipated to approve new account requests.  

The Quicken Senior Leadership team is aware of the delays with Metavante and have been working closely with them to help manage the requests in a more timely manner but since they are a separate third party company who provide a service for us but are not directly owned by Quicken, we are limited in what we are able to do, I apologize.

I took the liberty of reviewing the last contact with our Support Teams and it sounds as though the decision made was to stay with the Quicken Premier version and cancel the request for the Quicken Bill Pay account however, if I've misunderstood that in anyway, please let me know, I would be happy to further discuss with you what alternate resolutions may be possible.

Thank you,

Sarah
Photo of David Kosterlitz

David Kosterlitz

  • 530 Points 500 badge 2x thumb
Thanks Sarah. 

I assume you read my thread so far.  My motivation to switch to Premier was that Quicken was saying that you get Quicken Bill Pay (QBP) free with that.  I thought I'd save the $9.95/mo that my bank charges for Direct Connect.  But weeks after I got Premier, QBP did not start.  I called and was told to wait for two micro-deposits and then proceed to start service.  But those never came.  Today I had a long conversation with QBP (in the Philippines).  They said I had sent in everything they wanted:  SS card, utility bill, a voided check and my driver license.  They said I have a QBP member number.  But they said that after I faxed those items to them, they had sent me an email saying that my driver license (DL) was not legible (but I never received it).  So I can try to send the driver license again now (and I thought I would enlarge and darken it as well).  She put in a "ticket" for me (I have the number) for monitoring of my activation and said she would check it next week, but that everything takes 48 business hours to come to QBP from their "Account Processing" Dept, usually.  They seem bureaucratic and seem to tell me something different each time I call.  Not promising as a service provider.  Also someone posted in the community that QBP is a nightmare - this makes me hesitant to proceed.  

But before I try faxing my DL again, I must say that the experience with QBP so far is not encouraging, so I wonder how well their service will work.  The lady at QBP advised that QBP is a division of Quicken, albeit different than the one that provides the Quicken software.  She said that QBP is not a separate, third-party company from Quicken, nor a subsidiary.  Metavante, she said was just a software supplier for QBP. 

She also said that all my payees would likely carry over if I switch to QBP, but that she was more sure of that for existing QBP members who now have to get new QBP accounts all over again than she is for me if I am just starting QBP coming from Direct Connect.  She said there is nothing written that says my payees would carry over, but that, anecdotally, she worked with one such customer and the payees did transfer over.  It would be kind of nice to know the answer to this before making the switch.  Can you confirm that the payees would transfer over if I switch to QBP?

You were correct that I told QBP that I would not use their service, but in this call, when I called back I was told that I am at the last step so I should try for QBP, because it is free, so I told her not to cancel my application for QBP.  She said if I don't send in my DL the application will cancel anyway after about 2 weeks.  But all they need is a legible copy of my DL, then I can get the micro-deposits. 

Then I go to the QBP website and enter in the two amounts of the micro-deposits: 

Tools
QBP
setup QBP Acct
put in my ID & PW
select "connect" then "link" then "next"  (I can't recall if this "linking" was just for existing QBP users who have to re-enroll).  It would be nice if there were clearer, simpler instructions and process.

After doing the above, the lady today said I could use QBP.  But I think not quite then, either because I was also told a week or so ago when I inquired I was walked through the steps to change my online service provider from Direct Connect with my Bank to QBP and I think I still would need to do those steps too, before I could use QBP.  This is because I can't have more than one electronic service provider for bill paying at the same time.

And two Super Users made suggestions that I followed up on.  First suggestion was:  cancel Premier and drop back to Deluxe and either stick with my bank, SunTrust, which has "PC banking and bill pay" for $9.95/mo that has Direct Connect and works with my Quicken software.  But when I called Quicken about that, I was told that I was beyond the 30-day cancellation window, but that I'd received a discount on Premier for signing up for two years, so even if I'd met that window, Deluxe for two years (now) only costs about $5 less than what I paid for Premier, so I said I'll stick with Premier.  

The second suggestion was to find a bank that does not charge a monthly fee but provides Direct Connect online banking and bill paying that works with Quicken.  Two banks were mentioned to have this:  PNC and Chase (there may be others).  I called Quicken Bill Pay (QBP) and was advised not to use PNC because QBP is having connection problems with PNC due to some security software that PNC is using, but they said Chase works fine.  A QBP rep said that Chase just requires direct deposit in a certain amount (I have that) for Direct Connect to be free.  My bank was not willing to waive the $10/mo when I called today to ask if they would since we have two direct deposits over $500 each monthly.  I am reluctant to switch banks.  But I guess my choices now are to just keep paying SunTrust $10/mo and go on with my life, or stick with SunTrust but switch to the "free" but dubious QBP, or switch banks to, e.g., Chase and stick with Direct Connect (free with them) and not have to deal with QBP, which appears not to provide "world class customer service" (far from it). 

I might fax in my DL again to QBP, along with an enlarged copy of it.  But please address the points I've raised and clarify if I have this right.  Then I will decide whether to proceed with activation.

I love Quicken software but this QBP offer has been botched.  I would have expected better service from Quicken.  I've already spent way more time on this than the $120 I'd save for this year by stopping Direct Connect.  But I am a detail person....

Thanks,

Dave


Photo of SimonSezSo

SimonSezSo

  • 3,902 Points 3k badge 2x thumb
The answer you got from Metavante regarding the 10,000.00 limit was purely CYA.  They should have been enforcing the regulation but wasn't abiding by it in the past.  I will say that they have not choice in enforcing this, but the way they are going about it and the answer you got was poor customer service.  
Photo of DanR

DanR

  • 818 Points 500 badge 2x thumb
That is not true.  There is no "limit" of processing payments >10k - only additional paperwork that's required on transactions over 10k (CTRs).  They are choosing to limit their AML compliance risks.  They certainly have the choice to allow payments >10k.
Photo of SimonSezSo

SimonSezSo

  • 3,902 Points 3k badge 2x thumb
Dan R. I am agreeing with you.  That's is why I say why it's say it's CYA (please look it up).  It is their choice to limit transfer amounts, and they  are doing so to avoid additional reporting requirements.  They probably allow transfers > 10000 in the past and not complying with reporting requirements and were called out on it, so they took the route of limiting transfers to < 10000.
(Edited)
Photo of DanR

DanR

  • 818 Points 500 badge 2x thumb
My reponse was to this - “I will say that they have not choice in enforcing this”. It sounds like we agree, though, that they do have a choice.
Photo of SimonSezSo

SimonSezSo

  • 3,902 Points 3k badge 2x thumb
I see what you are saying.  All I meant by that was, if the wanted to be able to offer transfers >10000, then they have to choice but to comply with the regulations to do so.
Photo of Mike

Mike

  • 140 Points 100 badge 2x thumb
I am also having a hard getting this "free" service that is included with Quicken Premier operational.  They said between 5 and 10 business days.  It's been 17 days so far for me.  I did call Quicken Bill Pay support and, like many have stated, I only received apologies -- no solutions.

I understand that Quicken Bill Pay is a separate entity, but that doesn't make it OK that what's offered -- and being paid for -- isn't working.  It is unacceptable.  Being separate entities is not an excuse for failure.  Quicken and Metavante entered in to an agreement to provide a service.  Both are profiting from this agreement.  Both parties are equally responsible to provide the promised service to the people that have paid for it.  C'mon, Quicken and Metavante, get it right.  Do what you've promised.  Do what you've already collected money to do.

I seriously doubt this will actually be read by anyone that works for Quicken that will able to deliver on promised services that have already been paid for, but I'm posting it anyway.  Crossing fingers...
Photo of Quicken Harold

Quicken Harold, Official Rep

  • 37,578 Points 20k badge 2x thumb
Hello Mike. We apologize for the inconvenience.

Quicken Bill Pay is a separate entity, as you mentioned. There have been times that customers had to wait an average of 10-20 business days (based on previous calls from customers who have called in regarding the service) before they get their micro-deposits. This is after the verification process and other steps in order to get QBP activated.

All I can say is that if you have completed all the paperwork and verification with them, then once everything is processed, you will receive the micro-deposits.

If you have other questions about QBP, you are welcome to contact their customer support # at 877-486-8844.

Hope this information is helpful.

Respectfully,
~ Quicken Harold.
Photo of Mike

Mike

  • 140 Points 100 badge 2x thumb
Thank you for the nice e-mail, Harold.

I realize that this is not your fault.   My dissatisfaction is certainly not aimed at you personally.

It's just seems that Quicken and QBP obviously have some pretty significant problems with delivering services after collecting money for said services.

Again, "separate entity" isn't an excuse and is not relevant to the fact that what's advertised isn't being delivered.  Quicken and QBP need to get it together.  Once money has been collected, failure to deliver is unacceptable.  If you can't deliver, don't take the money.  If there's an average wait of 10-20 business days, that's what your documentation should say.

(Don't get me started on problems with downloading transactions from financial institutions.  Maintaining the ability to Download transactions is the most commonly stated justification for the need to purchase Quicken updates.  Still, there are plenty of problems with that working consistently.  I know...  you don't have to tell me that the banks are a separate entity so it's ok that there are problems with that and Quicken too.)

As indicated, I did contact QBP support.  Only apologies.  No solutions.

Respectfully,

Mike
(Edited)
Photo of GeoffG

GeoffG, SuperUser

  • 83,526 Points 50k badge 2x thumb
Some banks offer online bill pay free of charge with some restrictions that will integrate with Quicken. Chase, PNC and Wells Fargo to name just three. A bit of research will provide alternatives to QBP.
Photo of David Kosterlitz

David Kosterlitz

  • 530 Points 500 badge 2x thumb
So, update on my story:  Within a week, I faxed in to QBP an enlarged version of my driver license, with a cover letter stating my QBP Member Number, as I was told to do by phone.  Now I am waiting for the two micro-deposits.  I guess maybe in a month or so I might see those.  But all these problems raise doubt in my mind about dealing with and using the QBP service.  So, can anyone who uses QBP already tell me if it works reliably for all of their financial institutions?  Especially, if you switched from Direct Connect to QBP, did you find that QBP worked just as well as Direct Connect?

I like what Mike has said.  Unlike him, however, I have not tried any other financial software than Quicken.  I always had the impression that Quicken was the "gold standard" among the companies providing financial software.  I am hoping to stick with Quicken because it has worked well for me for many years. 

Mike appears to agree with me that the roll-out (implementation) of this "free" QBP for subscribing to Quicken Premier has been botched.  I agree with him that just saying that Quicken uses a subcontractor for some bill-paying software does not absolve Quicken of responsibility to make good on their promise of free bill-paying service.  It is incumbent on Quicken to exert pressure on Metavante to provide timely connection to the bill-paying service, or, if that fails, to replace Metavante with another software provider subcontractor who will.  Has Quicken complained to Metavante?  Which executives at Quicken and at Metavante are responsible for the contract between these two companies?  Are they talking to each other?  Why can't this problem be elevated to higher levels of Quicken management to engage more "muscle" to get this problem fixed?  Where does the buck stop?

When I applied for QBP, I sent in every document they asked for and then heard nothing.  I called and was told to just wait for the micro deposits.  I heard nothing so called back.  Only then was I told that my application documents were all received in proper order except that, "your driver license was not legible."  QBP did not, as they should have, send me any email (nor did they call me or snail-mail me) saying that my application was incomplete (in just that one small aspect).  QBP did not "reach out" to a customer to advise them the status of their application for service; instead, they put the onus on me to keep calling them.  Had I not called QBP to keep after them on several occasions, my application would apparently have been closed with no notice to me, and I'd be left scratching my head and frustrated.  Is this the image that Quicken and QBP want to present to the world?  If so, good luck attracting new customers and retaining existing ones.    

So far, QBP and Quicken have only offered lame excuses.  Not world-class customer service.  What happened to the "gold standard"?  If Quicken wants to be the leader in the financial software field, they should invest resources now to get these problems fixed quickly.  I did not upgrade to Premier in order to buy problems.  It's been like paying extra so that someone will hit you on the head with a hammer.

I appreciate suggestions from other users about banks that might provide "free" bill-paying service that works with Quicken software.  My bank, SunTrust, provides that but only if you go to their website, not by going into my Quicken software.  That extra step would be inconvenient to do every time I update my various financial accounts in Quicken.  But I'd prefer not to change banks.  If QBP (1) actually works well once hooked up, and (2) actually will get me hooked up, then I would be able to keep my same bank and have "free" bill-paying (and transaction downloading) directly through using Quicken software for my checking account (which I can then reconcile using Quicken).  This was the "value proposition" for the customer in Quickens "upgrade to Premier" offer.  But, after I did my part (upgraded and applied for QBP), Quicken has yet to do their part.  And customer service has been very poor.  
Photo of Snowman

Snowman

  • 35,620 Points 20k badge 2x thumb
Many companies now offer services that will automatically debit you bank account every month shortly before the due date for the bill.  My electric, water, garbage and credit card accounts are all paid in this manner.

I download my statements every month (saving them as a separate PDF file NOT as an attachment in Quicken) and look on the statement for the date and amount of the next debit and I put that into Quicken.  This has the added advantage of letting me know if my checking account will have sufficient funds to cover these future payment.

There is not even a real reason anymore the have Quicken Bill Pay.
Photo of David Kosterlitz

David Kosterlitz

  • 530 Points 500 badge 2x thumb
Thanks, Snowman!  For this comment and your other one, not shown in the above thread, in which you said:

No it is not a viable service.  I used to be a customer of Paytrust and Metavante was in charge of it.  I was a happy customer from 2000 to 2017 when several of my scheduled payments WERE NOT MADE.  I called to investigate and was told that the payments in question were over their $10,000 dollar limit.  I asked when that policy had been implemented and was told it WAS ALWAYS their policy.  I then said in the prior 16 years I had dozens of transactions over this "limit" and they were always paid.  The support person accused me of lying and I asked for a email address to send the proof to her.  The response I got back was I made up those transactions because I responded too quickly with my proof.

I was then told I would have to break the payments up so that they were less than $10,000 and one of those payments would have resulted in 3 payments instead of one.  QBP offers "free" service as long as you are below the number of transactions that "free" limits you to.

If you bank is charging you $9.95 per month for bill pay take it or go to the bank and talk to them into lowering or waiving that fee.  The $9.95 per month is less than that cost of hiring anybody to do this for you.  I talked to may  bank and they waived all fees for direct connect and so forth for all my 4 accounts at their bank.  Be reasonable and firm but do not go in looking for a fight you will lose.

Sorry I do not have better news.


--------- so:

from what you say and what I know, QBP appears to be a "stripped down" service compared to Direct Connect, in that (1) QBP has a limited number of transactions that are free (after which QBP charges a fee), whereas Direct Connect is apparently unlimited; (2) QBP has a $10,000 limit on the amount of a payment, whereas Direct Connect has no limit that I know of.  So for Direct Connect I pay $9.95/mo, but I get more, whereas with QBP it is "free" but I only get a stripped down service.

I asked my bank to waive the monthly fee, given that I have direct deposit monthly of two recurring pension checks (both over $500) and a recurring set of RMD deposits (together well over $500) and given that they pay no interest on this checking account, but they refused.  I'd try another bank, but then I'd have to research all the hidden charges, balance requirements, maintenance fees, etc. that would be hidden in the fine print of their account agreements, to be sure that the new bank would actually be a better deal than the bank I have.  A daunting proposition.
Photo of jacobs

jacobs, SuperUser

  • 102,966 Points 100k badge 2x thumb
David, I understand you have not had a good experience establishing Quicken Bill Pay, and I absolutely won't offer an ounce of excuse or justification for the poor quality of this start-up service.

But you seem to be asking repeatedly for some things which I think Quicken representative Sarah has already answered higher up in this thread. You write: "It is incumbent on Quicken to exert pressure on Metavante to provide timely connection to the bill-paying service, or, if that fails, to replace Metavante with another software provider subcontractor who will."

Sarah noted:
There are not many vendors who offer all the services that Metavante does
She added:
Unfortunately, Metavante was not prepared for the influx of new account requests from Users upgrading or purchasing Quicken 2018/19 and they have been struggling to meet their service level expectations and are taking longer than anticipated to approve new account requests.  
That's not good, but it is an explanation about why things have gone south.

You then ask: "Has Quicken complained to Metavante?  Why can't this problem be elevated to higher levels of Quicken management to engage more 'muscle' to get this problem fixed?"

Sarah wrote:
The Quicken Senior Leadership team is aware of the delays with Metavante and have been working closely with them to help manage the requests in a more timely manner but since they are a separate third party company who provide a service for us but are not directly owned by Quicken, we are limited in what we are able to do.
So she's answered that they are doing what you are saying they should do. They may not be achieving satisfactory results, but as Sarah notes, there is a limit to what Quicken can get another company to do.

Ultimately, if Quicken management decides the situation is just too bad and not getting better, they can decide if they should terminate their services with Metavante. But consider this: that's no easy task. First, they'd need to find another company which can do the same thing, and Sarah noted above that there simply aren't many companies who offer these services. Further, switching vendors would mean every Quicken customer would likely have to go through the sign-up process -- as required by federal law -- yet again, so they would need to find a way to manage such a major migration; it might be possible, but I expect it would likely entail many months of planning and execution.

In the short term, there's probably no solution other than trying to wait out the backlog in applications. It sounds like you've completed all the steps involved, so hopefully you'll go live in the next week or two, and hopefully then have smoother sailing. (Again, that won't excuse or diminish the difficulties you -- and other Quicken customers -- have experienced.)
Photo of DanR

DanR

  • 828 Points 500 badge 2x thumb
the only "advantage" offered by quicken bill pay is that you can do it all from within quicken.  If you use your bank bill pay outside of quicken - all works fine, but you still have to enter the transaction in quicken.

That isn't much of an advantage when the services is so poor, though.
Photo of David Kosterlitz

David Kosterlitz

  • 530 Points 500 badge 2x thumb
OK, I take your points.  But do you use QBP?  Does it work well for you?  How long have you used it?  Is it worth it for me to stick this out, or should I just forget it?  Thanks.
Photo of David Kosterlitz

David Kosterlitz

  • 530 Points 500 badge 2x thumb
Can you name some of these alternatives and rank them?
Photo of jacobs

jacobs, SuperUser

  • 102,494 Points 100k badge 2x thumb
David, the moderators of this site (paid for by Quicken) will not allow discussions of the merits of various competitors to Quicken. You'll have to search elsewhere on the Internet for that.
Photo of QPW

QPW

  • 368,476 Points 100k badge 2x thumb
I think something might have gotten missed here:

There are many alternatives to QBP, better, faster and more reliable.  In all probability in 2020 it will be dropped.
Can you name some of these alternatives and rank them?

I assume David that you want to stay with Quicken?

Well if that is the case you as the end user can't choose from the "many alternatives", only Quicken Inc can do that.

Certainly anyone can pick to use a bill pay system outside of Quicken.  I'm sure your financial institution even provides one.

The whole point here though isn't to just use a bill pay system, it is to use one integrated into Quicken.  For that you can't pick and choose.

There are only two choices, Direct Connect which leverages the OFX protocol to talk directly to the financial institution and leverage their bill pay system.

The financial institution has to support both Direct Connect and bill pay through it.  And there might be a charge for it.

The other choice is "Quicken" Bill Pay, which of course the one provided by Metavante.

And as a "customer" of the Metavante service Quicken Inc is most likely "complaining" to them when the Quicken customers complain to them enough, but there is just so much Quicken Inc as a "customer" can do, just as there is only so much you can do.

Yes they can drop the service and get another one, but that is far from easy.

If you think of this, if Metavante had "conformed" to Quicken they could have just provided an OFX server and it would operate just like any other financial institution that provides this bill pay through Quicken.

Clearly though Quicken Bill Pay is instead "conforming" to what Metavante wants (use their APIs to send and receive requests)

So if they choose to drop Metavante they will most likely have quite a bit of work to change over to some other services API/interface.  And there isn't any guarantee that other service will be that much better.

BTW if I just judged on the comments I have read in this forum, which is really all I can do since I don't use the service, Metavante certainly sounds like a terrible company.

On the other hand I see people posting "I have been using Quicken Bill Pay (which is Metavante)" for 15 years without problems.  So clearly they have provided good service to some people, at least in the past.  So it is very hard to judge base mostly on only the "bad comments" that you get in such a forum.
Photo of David Kosterlitz

David Kosterlitz

  • 530 Points 500 badge 2x thumb
Thanks QPW, for these helpful comments.  This leaves me still in a quandary about whether to use QBP.  But your details are helpful from a technical standpoint.  I guess it would have been much better if Quicken had asked Metavante to conform to Quicken as you put it, rather than the other way around.  If that had happened, Quicken could have asked Metavante to "provide a an OFX server and it would operate just like any other financial institution that provides this bill pay through Quicken."  I assume that would mean Quicken and QBP would be using Direct Connect, just like some banks do, if I understand you correctly.

Then you say "Clearly though Quicken Bill Pay is instead "conforming" to what Metavante wants (use their APIs to send and receive requests)."  I just looked up "API" which refers to Application Program Interface.  But I'll confess, I do not understand what this means in this context.  Is Direct Connect an API, too?  

I have the same question about OFX.  I read that "Open Financial Exchange (OFXis a freely-licensed unified specification for the electronic exchange of financial data through the Internet, and between or among financial institutions, businesses and customers. OFX is not a financial institution."  But I am still not sure how it applies here.  Is Direct Connect an OFX?

Further explanation would be helpful.
Photo of QPW

QPW

  • 368,476 Points 100k badge 2x thumb
I assume that would mean Quicken and QBP would be using Direct Connect, just like some banks do, if I understand you correctly.
That is correct.

I have the same question about OFX.  I read that "Open Financial Exchange (OFXis a freely-licensed unified specification for the electronic exchange of financial data through the Internet, and between or among financial institutions, businesses and customers. OFX is not a financial institution."  But I am still not sure how it applies here.  Is Direct Connect an OFX?
Yes and no.  :-)

The history goes like this.  Intuit, Microsoft and CheckFree got with the "financial institutions (actually just the bigger ones)" and the result was the creation of the OFX standard, which is an open standard.

Then right after that Intuit add a few fields to that standard, and called it QFX.
The fields they added were to identify the financial institution, and the main use of that information is to "check if they are a participating partner".  In other words ones that have a support contract with Intuit.  This is one of the money streams that Intuit used to pay for all of this (and make a profit of course).
Photo of David Kosterlitz

David Kosterlitz

  • 530 Points 500 badge 2x thumb
I'd like to thank both jacobs and Snowman for their helpful comments.  I am thinking of just staying with Suntrust and keeping on paying their $9.95 per month.  I don't see any better options for me right now.  I'll update this if things change.
Photo of David Kosterlitz

David Kosterlitz

  • 530 Points 500 badge 2x thumb
A minor correction to my initial post:  I have Quicken 2019 Premier, Ver. R15.18, Build 27.1.15.18.  
Photo of David Kosterlitz

David Kosterlitz

  • 530 Points 500 badge 2x thumb
I called Quicken Bill Pay today and they said my application is complete and that I should received the two micro-deposits in 1-3 business days.  Then I should sign in to QBP and confirm those deposits, then link my checking account through QBP (instead of SunTrust Bank PC Banking and Bill Pay through Direct Connect as it is now).  If all goes well, then I could stop the PC Banking and Bill Pay service through SunTrust Bank, saving $9.95 per month that it now costs.  I'd continue to use my SunTrust Bank account, but with QBP instead.  I will update this post for those developments.
Photo of DanR

DanR

  • 818 Points 500 badge 2x thumb
David - it looks like you can pretty easily avoing the 9.95/month from SunTrust. Disable your online services(with SunTrust - inside Quicken), then re-establish using express web connect. Then setup your QBP. It should work just fine. If it does, cancel your direct connect with SunTrust and you should be set.
Photo of David Kosterlitz

David Kosterlitz

  • 530 Points 500 badge 2x thumb
Thanks DanR,

Well, I guess it wouldn't hurt to try what you say and see if it works...
Photo of David Kosterlitz

David Kosterlitz

  • 530 Points 500 badge 2x thumb
OK DanR,

I did what you said.  It seemed like the download, using EWC, worked.  I did have to remove a few duplicate transactions because apparently EWC names the payees or creditors slightly differently than what I had in my register (from using DC).  Since I was just billed $9.95 for PCBBP on 12-7-18, but have de-activated Direct Connect, I think I can try downloading with EWC for the next couple of weeks, and paying any bills using QBP.  If that works OK, then in a couple of weeks I can cancel PCBBP with SunTrust, saving the $9.95 per month charge that would otherwise occur about 1-7-19 and future such charges.  I will keep my fingers crossed.  Can y'all believe this???  I'll update if I have any problems with this plan.

I guess QPW was actually right in saying that SunTrust has EWC for personal checking accounts (and thus the guy on the phone from Quicken was wrong).  SunTrust Bank does not make it easy for a customer to figure that out.  Even when I looked at the proof QPW gave me, in that printout it did not seem clear that they provide EWC!  Thanks to you, DanR, with your step-by-step instructions, and thanks to QPW, you two have both led me to find out that I can use EWC to download!

I might now be "cooking with gas!"


Photo of David Kosterlitz

David Kosterlitz

  • 530 Points 500 badge 2x thumb
Update - I had to call QBP to get it started and then I had to call Quicken to configure the download from my bank using EWC.  After that, it seems like the system is working for me, just as well as before when I was using SunTrust banks PCBBP through DC.  These two companies asked for feedback.

I gave Quicken feedback to the effect of:

The process of shifting from SunTrust Bank's "PC Banking & Bill Pay" (which uses Direct Connect for BOTH making payments from within Quicken AND for downloading transactions into Quicken) to (1) Quicken Bill Pay for online payments from my checking account using QBP's own system and (2) Express Web Connect for downloading transactions to that account was quite complicated, including "linking" and "deactivating" and "re-activating" and it involved several calls to Quicken tech support, QBP tech support, and even to my bank's online banking department.  I was given incorrect information by Quicken earlier (Luis I think his name was, in Customer Service, I believe) that my bank did not have Express Web Connect.  But people in the Quicken online Community Forum said it did, and helped me set it up.  But it turns out that I had to use a different user name for Quicken Bill Pay payments out of SunTrust checking than the one I use for downloading transactions thru EWC (though I only have to input it one time, in the connection method window) and different from my QBP user name to enter their website (though that likely won't be used often).  Fortunately, after calling QBP and working through the bill pay issues, Carlos in Quicken Tech Support was able to prevent the duplications in the Account List that resulted, and iron out the other miscellaneous complications. 

I gave Quicken Bill Pay feedback to the effect of:

I am switching from my bank's PC Banking and Bill Pay (using Direct Connect) which handled bill payments and transaction downloads (both within Quicken), to Quicken Bill Pay for online payments from checking (within Quicken) and my checking account Bank's Express Web Connect for transaction downloads (within Quicken).  The rep got me going with Bill Pay, but then suggested that I call Quicken to get my downloading of transactions working with my bank's Express Web Connect connection method.  Fortunately I got Carlos a senior level tech support guy at Quicken, and he helped me eliminate the duplications I was getting in my Account List.  Turns out I had to change my user name in Quicken for QBP to be different that my user name in Quicken for downloading transactions from my bank (they can't be the same).  Carlos also suggested that I try Password Vault and so I am trying it.  Quicken Bill Pay should have someone like Carlos on their staff or should co-ordinate with Carlos or other senior Quicken Tech Support agents, to make the process easier.

However, despite the complications, I am now getting the downloads by EWC.  I've not yet tried to make a payment using QBP.  I hope to do it as soon as I have a bill to pay that, unlike most of my bills,  is not on automatic debit or automatic charge to my credit card.  If that works, I'll update this thread.  I assume that it will work, and then I will be able to cancel the $9.95 monthly charge from SunTrust Bank for their PCBBP and I will no longer be using DC.  

I really want to thank several users in this forum for giving me helpful information every step of the way!  It was quite complicated, but I think I'll now be getting the benefit of saving the monthly bank charge, which was what I hoped I would get from upgrading to Premier that Quicken.  Maybe some other people would not have spent this much time, but if I can use this new setup for a few years, it will have been worth it.  Plus, I learned a lot.


Photo of QPW

QPW

  • 368,476 Points 100k badge 2x thumb
I'm glad you got working.  Watch out for the 15 payment per month limit. :-)
Photo of Mike

Mike

  • 140 Points 100 badge 2x thumb
I am still waiting, David.  Glad you actually heard something that resembles progress.  I look forward to hearing your updates -- hopefully of success.  As I read the posts on this thread, the facts that remain, regardless of excuses that have been posted are:

1. Quicken has little to nothing to offer with their upgrades.  What they do offer to justify updating is poorly executed, if executed at all.

2. Quicken has collected money for services that have not yet been provided.

3. Quicken's and QBP's customer service/support is significantly lacking and has not yet provided any solutions.  (I work in IT.  If I was as poor at resolving issues, I believe I'd be unemployed.)

I have items posted elsewhere, but they're not related to this thread so I'll spare you all my dissatisfaction with Quicken in general.

Good luck, David!!
Photo of David Kosterlitz

David Kosterlitz

  • 530 Points 500 badge 2x thumb
Thanks Mike.  I respect your experience and your comments.  I have a few minor dissatisfactions with Quicken, aside from the QBP issue.  (1) One is:  When I download from my 529 account, each time it makes me go security-by-security and accept each transaction (even if I initially hit "accept all"); then I have to elect, on some of them, average cost or FIFO.  I wish I could just select average cost for all the securities, and also be able to simply hit "accept all" and be done.  Wish Quicken could implement that.  (2) Another is:  I've noticed that after doing One-step Update, after I accept transactions on one account and then select the next account to review the new transactions there, sometimes the program seems to spontaneously hop out of the next account and go back to the one I just finished.  Wish Quicken could fix that.  I've told them about both of these things.  (3) Another issue is that when I do a search and find a list of transactions for that search, I wish that I could download those into an Excel spreadsheet, but it seems impossible or very difficult to do so.  It'd be great if they can fix that.  I am not a techie like you, but I am a detail person...

However, I can live with these minor dissatisfactions, and am generally happy with Quicken.  They basically force you to upgrade every year, even though I'm not sure there is that much incremental change to the program.  But this just makes it like a subscription model, like Microsoft Office 365 went to several years ago.  If this is just life in the 21st century, then I'll just live with it.
Photo of David Kosterlitz

David Kosterlitz

  • 530 Points 500 badge 2x thumb
PS - I decided to "solve" the above issue #1 by having the 529 account not automatically update (with all its different securities transactions) and instead to just manually update that account by periodically going to the 529 plan's website and taking the balance shown there and manually input it into Quicken.  
Photo of Snowman

Snowman

  • 35,620 Points 20k badge 2x thumb
Sounds like a good plan. 
Photo of David Kosterlitz

David Kosterlitz

  • 530 Points 500 badge 2x thumb
Thanks!!
Photo of David Kosterlitz

David Kosterlitz

  • 530 Points 500 badge 2x thumb
OK, thanks, that is understandable.  I've looked at some other services, but have not yet found any that I like as much as Quicken.  I do wish, given the comments in this thread, that Quicken would give its customers some reassurance about the longer term future of QBP, i.e., that they will support and improve it.