Question

Chase Bank Feed issues STILL not fixed

Forum|Forum|3 years ago
October 6, 2022
15 replies
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After almost 20 hours over the last 4 weeks spent trying to solve the Chase Bank Feeds issues created with the recent change to a "more secure transfer" method, I am rather fed up with both QuickBooks and Chase Bank.

QuickBooks Teams and other helpful sorts, please do not post any suggested fixes or solutions as I've been through them all including:

1-creating a new company folder to test bank feed setups,

2-adding user rights,

3-deleting existing user bank feed rights,

4-recreating existing user bank feed rights,

5-creating new users with bank feed rights,

6-disconnecting bank feeds and reconnecting (multiple times),

7-installing updates (multiple times) and

8-upgrading from v22 to v23 (a "guaranteed fix" according to that QB support person).

I also don't want any sympathy or empathy. I want lost features and functionalities restored.

I've spent more time training untrained Quickbooks' support folks and beta testing than I care to remember. TO INTUIT: I AM NOT A BETA TESTER and PLEASE, TRAIN YOUR SUPPORT FOLKS!

Yesterday and today, I have spent over 6 hours (yes, I can document this) with QB support and Chase support, only to have both organizations repeatedly point to the other as the problem!

Here my company is, stuck in the middle with no, repeat, no resolution to lost features.

Before this change, all was working wonderfully. In fact, 3 years ago I moved our credit card business to Chase specifically due to bank feeds availability. The problem arising from this recent change is that now the only user that can download Chase Bank credit card data is the primary card holder, and in our case, this is the Admin account registration at Intuit...me. I have staff that are assigned this responsibility and they have been granted access to Chase online so they can complete their work, yet they are unable to complete bank feeds! What is "more secure" about this?

If QB cared about me as a customer, none of the problems should exist!

QuickBooks Desktop

M

MirriamM

Hello there, @InTexas. I understand what you've been through when we updated bank feeds to make for a more secure and better banking experience. No worries, I've come up with a solution to help you fix this issue.

But before you proceed, please update your QuickBooks Desktop to the latest release and create a backup file. Once ready, follow these steps:

Prepare to switch to Express Web Connect.
Turn off bank feeds for your account.
Set up an account for Bank feeds.
Download transactions with Express Web Connect.

For the detailed step by step process, I recommend visiting this article: Refresh your connection for Express Web Connect online banking.

In case you need help matching your transactions, consider checking this resource for a guide: Add and match Bank Feed transactions in QuickBooks Desktop.

For additional reference, here's a link that you may find helpful for your future task: Reconcile an account in QuickBooks Desktop.

Please let me know if you have any other issues or concerns by leaving a comment in this thread about connecting a bank to QBDT. I want to make sure everything is taken care of for you. Have a great rest of the day!

I

InTexasAuthor

@MirriamMThank you for your reply. But in all honesty, your response is all hat and no cattle (look it up).

It is clear my post was not thoroughly read and not understood. I have updated Quickbooks ad nauseam, including upgrading to v23.0 five days ago with more updates made, resetting updates and made again, and again...ad nauseam. Next, reading my post you will see that I have completed all your suggested steps and recommendations (via links) numerous times, and if you read my post, I have done many more steps than you suggest.

Your response also assumes I am an amateur given your directions to "setup bank feeds", "match transactions" and "reconciling your account". Look it up, we have had various QB licenses for 10 years, most recently Enterprise since 2017, using bank feeds since 2019. Oh, we reconcile over 15 accounts a month. Yes, I know how to do reconciliations.

Your response also assumes following your suggestions will solve all these bank feed problems. Frankly, your help is no help at all. It just reinforces the experiences I've had over the last 4 weeks that QuickBooks does not properly train their staff. They only read from QB support posts, many I have already researched and read. Plus using my time for beta testing is not caring for me as a customer.

Sorry if this post is a problem, but I'm calling it as I have experienced it. Plus, you really do not know what I have been through. All of your suggested steps and more, have been completed numerous times with experienced QB support folks (again, read my original post).

BTW, our bank feeds are still not working as before the change to Express Web Connect.

I

InTexasAuthor

UPDATE as of 4 p.m. on 10 Oct 2022 -

Chase Bank technical services called me today as I asked for a case to be opened. All they had to say is QuickBooks is a third party application that they do not support, and if I am having any issues, then QB needs to be contacted.
QuickBooks desktop had another "required update" to install today.

And the results are that QB bank feeds continues to tell authorized QB users (those that have full rights to Bank Feeds) that "Something unexpected happened and we can't connect to Chase Bank (All) - New. Try again in a few hours. (7500)".

Been waiting a few hours for about four weeks now....

J

johnrobinson

I am experiencing the same thing with Quickbooks Online and American Express. My transactions haven't updated since 9/16/22, and our work as well as the accuracy of our accounts is getting very far behind. We need this fixed NOW!

R

reset password 12

Download the Tool Hub and do a Network Issue on the Bank Feed files. Also run a Program Issue and Quick Fix. Once you have done that clear your cache and cookies and run QB as admin then try to link bank feed again. Do in the exact order....

I

InTexasAuthor

Tool Hub's Network issues is for fixing network errors such and H202 and H505. It verifies QB Database Server Manager is running. This is for Multi User installations and is not a Bank Feeds function. See QB Tool Hub/Network issues screen for this information.

When re-installation of QB is completed from a clean install, Quick Fix is redundant, at best. I completed clean installs twice, and complete Updates multiple time (tic the "Reset Update" box in Help/Update QuickBooks Desktop/Update Now).

None of these are viable solutions.

Also reference my previous post to this thread where QB support has confirmed the new bank feeds "upgrade" actually limits Bank Feeds with Chase Bank to the Admin user is now a programmed "feature". This was done WITHOUT notice to QB customers, and to a large extent, no notice to QB support staff.

So my question for Intuit is, do you value your support staff by keeping them in the dark?

Major step backwards inho.

T

teamvmp

I was able to get our accounts reconnected....but also notice now that they don't download correctly every time and I have to hit the "download" of each account to make sure the most recent transactions are included. It took forever to figure out why I could see transactions at the bank site, but not in QB Desktop. Communication is no longer Intuit's strength. I remember in early 2000, they actually knew my name.....

T

ThisIsBad

I have been working through all of the solutions posted. Spent more than 40 hours and exhaustive attempts with support and the fake chat bots. I have tried everything and still receive this error. Today I created a new empty file and went to the bank feeds to setup Chase Bank New and same result. Frankly, QB is a POS and I am done with it. It used to be really good but since they outsourced it has become nothing but a time hog. They broke tsheets and the temporary fix was to go back to the system that worked well before they took them over (LOL). When it became Intuit and they changed it for no reason is an indicator that their developers are not competent.

There are several alternatives and I am done with Intuit as a whole. Starting Jan 1 no more Tsheets, Turbotax, QB and QB payroll.

Good riddance

S

SB1234

Did anyone get this fixed?@intexas?

I called to join in on the fun today. No result or resloution except for the qbo files and uploading them. That is not a good solution and leaves open to more possibility of error.

Quickbooks/Intuit/HELP why are you not addressing this issue and telling us to buy the latest version, 23 of qb that is good for 3 years.... My version is desktop pro plus 22, used less than 1 year. How do you update the file for QBs to look at the path for chase, That would be Chase Bank (ALL) I believe that is the issue. The information I found on the form didn't make sense on how to implement it.

Then I got the call chase it's their issue. I did right before I transferred to QB. Sent the request to have it activated and it is active.

QB/Intuit- We don't like buying your software frequently, it isn't easy that easy to use or figure out. Plus whenever you get a new one you have to call back to QB/Intuit to activate your account. Most business owners use this, why wouldn't you streamline it and make it easy?

[removed] Chase Bank (All) - New https://www.chase.com/ NA https://www.chase.com/ ACTIVE BANKING&WEB-CONNECT BANKING,CREDIT,ACCOUNTINFO&EXP-WEB-CONNECT NOT_QBP NA

D

DrewFromBoulder

I just spoke to a QB customer service rep on the phone who admitted to me that the problem with reestablishing the Chase bank feeds "is not you, it's Quickbooks". This is the fifth call I've made in about this non-ability to restablish bank feeds and the first time that I've felt like anyone was even remotely telling me the truth.

B

BillWCH

Joining the chorus of people PPO'd at QB/Inuit over this Chase issue, which popped up for me suddenly last week - unable to download Chase transactions using the Bank Feed and unable to reset it, first being told it DID work:

Then it immediately failed:

Called Chase - who sent me to QB - and HOURS of talking with support people - including so-called supervisors - most of whom were clueless and kept repeating that Chase changed the connections (yes, back in Sept which I "updated" then and it all worked - sort of - for 2 months) - until finally claiming with Chase I could only use the "Web Connect" downloads (one for each Chase account) which of course is NOT TRUE.

I have QB Desktop 2022 R6_27 - the latest update - one company, one user (Admin - Owner). No "fix" mentioned here works for me and my PC is not blocking Intuit/QB/Chase, etc. in any fashion.

Even when the post-Sept 27 "Express Web Connect" connected and downloaded - it would take several repeat downloads to get (almost) all transactions - as others have mentioned - sometimes duplicates and some transactions NEVER downloaded.

Pathetic.

M

MirriamM

I can see the urgency of getting this resolved, @BillWCH. I want to shed some light on the issue you encounter with the Chase bank issue in QuickBooks Desktop (QBDT).

I have checked our records and confirm an ongoing issue about this. And at this time, our product engineers are investigating the root cause and implementing a fix. While they do, I suggest contacting our Support Team to include you in the list of affected users. From there, you'll get a notification once this issue gets resolved.

To reach them, here's how:

On your QuickBooks account, go to the Help menu at the top.
Select QuickBooks Desktop Help.
Choose Contact Us.
Enter the issue or topic in the field box.
Follow the onscreen instructions.

You can also check out this link for more information on contacting them: Contact QuickBooks Desktop support. Ensure to review their support hours to know when agents are available.

Drop me a comment below if you have any other concerns. I'll be sure to get back to you.

B

BillWCH

What "topic" will add me to the list of people to be notified when there's a fix? I do not wish to spend any more time talking to support people until there's a definite fix to this issue.

V

vanderson

So did anyone ever give you an update / fix? We are now experiencing the same issue and the duplicate transactions waste my time over and over again.

M

MirriamM

Hi there, @vanderson.

As per checking our tools, I have found out that the investigation about Chase bank is already closed and resolved. But since you still encounter the problem, I suggest contacting our QuickBooks Support Team. They have the tools to check the root cause of this issue and might raise a new investigation.

To reach them, please follow the steps I shared above. Ensure to review their support hours to know when agents are available.

For future help, you can visit our Help Articles hub for QuickBooks Desktop if you need related references in managing your account and other related transactions.

If you have other questions concerning QuickBooks, let me know in the comment section below. I'm always here t help. Have a good one!

T

teamvmp

That may be, but when I called the Support Team in the first place, they told me: #1 I had to have a paid support account to get help and secondly, I would have to upgrade; my QB2021 Desktop couldn't be considered. And she did not have a clue about what a bank feed was. My confidence in that team is severely tarnished.

L

LizCPA

Do we have ANY update on this situation? It's really starting to cause major problems.

MaryLandT

Thank you for requesting updates on missing transactions when trying to download from CHASE Bank (All) - New, LizCPA.

After checking here, our engineers have been unable to reproduce the reported behavior. As a result, they've closed the current investigation (INV-79805). If new information surfaces, they may re-open this investigation.

There's also another open case (INV-78627) for CHASE Bank (All) - New that it has lost the drop-down option in the Bank Feeds center to "Sync all for this bank". This change is by design. When the bank updated to the newer connection method, it no longer supports the sync all option.

Feedback has been submitted but for now, you'll have to manually sync each account one at a time. I suggest you enter this feedback from the Help menu. Maybe it's something that can be changed at a later time.

I appreciate your understanding.

L

LizCPA

Thank you for the prompt reply, but please don't thank me for understanding. I am not understanding, and QuickBooks ProAdvisor Support has a record of the incident as well. The rep said it had been escalated. It's likely that support teams won't be able to exactly reproduce the problem because you have to be a real user with real data, including a live bank account with transactions, to demonstrate the problem.

Please ask those trying to recreate to reach out directly to those who are affected. Most are happy to show you what is happening and how. This is not a "just manually sync it" and move on problem. I have supported and recommended QuickBooks for over 20 years, and I now have to tell clients that an upgrade broke a feature they use daily.

As I said, PA Support has record of this as well as screen clips showing the errors. Please let me know that the two departments are collaborating on this issue and not just closing it because it can't be reproduced. I am happy to spend another several (nonbillable) hours showing this to the Product Managers and anyone else who needs to see the error in action. This dismissal and "maybe come back to it later" messaging is unacceptable. You may reach me directly at liz at lizalexandercpa dot com

G

GlobalMind

So is the issue folks are seeing similar to "Express web connect isn't supported for your bank"...

Because this worked for Chase a week ago and now, well....just says to remove the feed. So what happened?

B

BillWCH

Yeah, exactly. Express worked for me Sept & Oct then suddenly stopped in Nov and QB (non)support insisted Chase had changed permissions (they hadn't) and I could only download the web files manually for each account. Here I am almost 2 months later - promised over & over they were working on a fix - and NOTHING.

T

ThisIsBad

Look at my post under ThisIsBad on November 4th. The support people do not know anything so you have to figure out solutions on your own or from someone that has fixed it already.

Good luck

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