Quicken Online “Support” Chat is Awful

I recently started using Quicken. Unfortunately, my Wachovia accounts would not import cleanly into the system. Naively, I contact Quicken’s online chat support. In 55 minutes the only thing the support moron could suggest was duplicating my problem in a new file, a bunch of crap that wasn’t true about how Quicken works, clobbering my Preferences file, and restarting Quicken. I was incensed! Here’s the chat transcript. “Austin” is clearly not his/her real name. There’s just no way that someone born with the name “Austin” would speak English so poorly. Grrr.

System Welcome Paco Hope "
9:00:26pm System Cannot Find Default String
9:00:26pm System Connected to quicken.ehosts.net
9:00:26pm System Initial Question/Comment: Unable to import QFX from Wachovia Bank
9:00:46pm System Austin has joined this session!
9:00:46pm System Connected with Austin
9:00:48pm Austin Hi
9:00:55pm Me hi
9:00:55pm Austin Welcome to Quicken chat. I've reviewed the brief issue summary you provided. Could you provide specific details to help me better understand your situation?
9:01:14pm Me i go to Wachovia's online site and download my transactions
9:01:34pm Me Quicken says "Quicken is currently unable to verify the financial institution information for this download. please try again later"
9:02:08pm Me This happens if I download many accounts' transactions in one QFX file, or if I download just one accounts' transactions.
9:03:18pm Me thoughts?
9:03:26pm Austin Thank you for the details
9:03:31pm Austin May I ask since when you are facing this problem?
9:04:33pm Me I have had Quicken 05 for the Mac for about 2 months. I never used Quicken before February 2005. My Wachovia accounts have always had this problem during that time.
9:05:03pm Me My accounts with SunTrust (checking/money market) and Bank One (credit cards) have all worked all that time.
9:05:24pm Me My accounts with Wachovia are checking, money market, and lines of credit.
9:06:07pm Me If I open the QFX file, here's some of the stuff I see. It looks like a sort of XML format.
9:06:29pm Me
OFXHEADER:100 
DATA:OFXSGML 
VERSION:102 
SECURITY:NONE 
ENCODING:USASCII 
CHARSET:1252 
COMPRESSION:NONE 
OLDFILEUID:NONE 
NEWFILEUID:NONE 

<OFX> 
<SIGNONMSGSRSV1> 
<SONRS> 
<STATUS> 
<CODE>0 
<SEVERITY>INFO 
</STATUS> 
<DTSERVER>20050318015702 
<LANGUAGE>ENG 
9:06:58pm Me Here's the bits that are probably most relevant:
9:07:13pm Me
<FI> 
<ORG>Wachovia 
<FID>WEBPFM 
</FI> 
<SESSCOOKIE>OFX_062857032570170250139 
<INTU.BID>4309
9:07:26pm Me That's Intuit's bank identifier.
9:09:18pm Austin Please create a new file ( file > new file ) there setup a new account with the bank and then download the Qfx file to desktop save it there , open the program , go to File > import > web connect and import the file into the program .
9:09:32pm Me Ok. just a minute.
9:10:44pm Me Same error. "Quicken is currently unable to verify the financial institution information for this download. Please try again later.
9:11:10pm Me The "Online Update Status" dialog box is still on the screen behind that error message.
9:12:31pm Austin Well, in that case you need to contact the bank on this as the bank is rejecting the request that you are sending to the bank sever .
9:12:47pm Me you don't understand
9:12:51pm Me I'm not contacting the bank.
9:13:00pm Me I have downloaded the transactions to a QFX file.
9:13:22pm Me That "Online Update Status" is a connection to Intuit, isn't it?
9:15:29pm Austin Right .. I can understand that ".. yes the file is downloaded to the desktop from the bank web site but the main connection to the bank web sever is made when you try to get the file into the program .
9:16:07pm Me No, that's only when you choose "download transactions," isn't it?
9:17:34pm Me Import web connect is all about importing files.
9:17:50pm Me I'm running a packet sniffer on my system to see what my machine connects to.
9:18:11pm Me It doesn't try to connect to Wachovia (or Intuit"). It just immediately says it cannot process the file.
9:19:12pm Austin May I ask when exactly you are getting this message ?
9:20:11pm Me I click File -> Import Web Connect" The "Online Update Status" message appears. It pauses 1 or 2 seconds, then I get the error.
9:20:57pm Me At that time, my computer makes an encrypted connection to ofx-prod-brand.intuit.com. I don't know what goes on back and forth between the two computers.
9:21:07pm Me After the connection is done, I get the error.
9:23:46pm Austin May I ask if you are getting the same error in new file also , then you need to contact your bank and check if there sever are having some issue or not
9:24:23pm Austin Since as your have correctly mentioned "" "Online Update Status after this the message appears
9:24:46pm Me How many times do I have to tell you that it has nothing to do with the bank's server!
9:24:57pm Me It does happen when I create a new file.
9:25:22pm Me When I create a new file, and I try to import a QFX file from my hard disk (not from the bank server), I get this message.
9:25:40pm Me When my computer is doing the Online status update, it is talking to INTUIT, not to Wachovia.
9:26:18pm Me INTUIT keeps information about the various banks, and I have to keep my copy of Quicken up to date by downloading that information
9:26:25pm Me That's what the Online Status Update is.
9:26:51pm Me The problem is that, despite the fact that I'm getting information from Intuit, Quicken still cannot understand these files.
9:32:10pm Austin May I ask what is the OS you are working on ?
9:32:29pm Me Macintosh. OS X 10.3.8. all updates and patches applied.
9:32:47pm Me I already said that twice.
9:35:17pm Austin 1) Open the Users folder on your Mac OS X hard drive.
2) Open the Library folder in the Active User Name folder, and then open the Preferences folder.
3) Drag all files named either Intuit Online preferences or Quicken preferences to the Trash
9:35:45pm Me hmmm
9:35:48pm Me ok
9:35:51pm Me just a minute
9:36:43pm Austin Sure.
9:38:35pm Me ok. I had a Quicken 2005 Preferences. It was zero bytes in size, but I trashed it anyways.
9:38:44pm Me Now I'm creating a new file and trying to import the QFX file.
9:39:32pm Me Same error. unable to verify the financial institution information for this download.
9:40:39pm Austin May I ask if you have Quicken installation disk with you at the moment ?
9:41:03pm Me I downloaded from the intuit web site. I do have the file, yes.
9:42:33pm Austin I would request you to close and open Quicken again and check if you are getting the same error or not .
9:42:59pm Me I did that. I closed quicken, trashed the preferences file, then I restarted it.
9:43:14pm Me After restarting it, I created a new file, and tried File -> import web connect
9:46:59pm Me in case you wonder, I have updated Quicken with the R2 updater, also.
9:48:25pm Me the intuit support web site appears to be down right now, too.
9:48:30pm Me Whee!
9:49:35pm Austin Yes , that is fine the steps , that you are taking and we took some extra steps also " but since you are getting the same error when you try to send the file into the program.
9:50:58pm Austin Please contact your financial institution for support on this issue. The cause and solution for your issue are beyond the scope of my access or resources. If you prefer, you and your financial institution can conference call Quicken phone support for assistance. Quicken phone support can be reached at — (800) 811-8766. We would be happy to work with you and our FI partner in resolving your issue.
9:51:22pm Me fine

Notice how much of the technical detail is mine. I know more about this stupid program than he/she did! The last paragraph was clearly copied and pasted because its grammar was correct and it was long. This person clearly had no typing skills and could never have typed that so fast by hand.

It's infuriating!