Unable to connect to Citicards since Sept 2nd. (QB Desktop Pro Plus 2024)

Day Eight since last working.

Please escalate to Tier 3.

Total days not working in September 2024: 17

If anyone is interested, I have a case number assigned for this: 15123367548

Yesterday (Friday) I unexpectedly received a call from a person in the Quickbooks Data Group. First let me tell you he was great, although the problem was not resolved. He did not ask me any useless questions or ask me to do any ridiculous trouble shooting steps. It was nice to actually speak with someone in the US for a change.

He asked to upload the current copy of my company file... that he had a tool to wipe all bank feed settings so we can try to start fresh. I mentioned to him I believed this had been tried before unsuccessfully; that it had worked for a couple of days and then stopped working again. He wanted to try anyways. I uploaded a copy as requested. He contacted me again about an hour later telling me that he had used the tool on my company file and had it connected to Citibank, but then failed on additional attempts.. and he confirmed what we all have been seeing. 

He then asked to me download his "fixed" company file and wanted me to "test" if there was any change on my end. With him on the phone, I download the file and tried again to connect to Citi...and it failed immediately. At that point, he told me to stop trying, as it was obvious this was a more complicated issue and that he was able to replicated the error. He also told me that others on his team were also aware of this same issue. He asked to for a day or two to work with engineering and others to do a deeper dive and said he would checkpoint again with me on Monday. 

Although the issue is not yet resolved, this is the way that product/technical support should be working. I actually feel like our problem is finally getting the escalated attention required to resolve this issue. Let's see if that holds true over the next few days.

-Scott

Day 10 since last working.

Please escalate to Tier 3.

Total days not working in September 2024: 19

If anyone is interested, I have a case number assigned for this: 15123367548

I have been following this thread with interest but had not yet responded.  I just wanted to add my name to the growing list of frustrated users.  My citibank sync last worked on September 7th and has been broken since then. My other feeds work fine. I have tried all the suggestions posted here with no luck.

Update on my efforts:

I received a call back today from Jason in the Intuit Data Services group. This is the group that generally fixes bad data/company files, and the same team that had me upload my company file previously. He informed me that they had throughly reviewed my company file and had determined that everything looks normal and nothing indicated that would be causing this problem. He added that they had also looked at an additional five other user's company files (having the same issue) and came to the same conclusion.

Jason explained that their team does not do troubleshooting of this type. Their team had a discussion that there needed to be a formal "investigation" performed by Tier 3 engineers...and in case you have not immediately guessed it... Yes, it has to start with Tier 1. UGGGG.

I explained to him that going back to Tier I, having to explain the whole problem to someone new, etc... to convince them to contact Tier2... so that Tier 2 could escalate to Tier 3 was going to be a massive waste of my time. He told me that was the only way...but then he offered this: He is going to call me again in about 09:30PDT tomorrow and get on the call with me and the Tier I group. If necessary, we are going to escalate to a supervisor. (like that will help 😉 ). 

FYI: I have invested almost 20 full hours trying to solve this issue. I think Intuit should offer some sort of rebate when this is resolved (not just to me, but others as well).

-Scott

Geek Alert: For those interested, We do datacenter and network design consulting. I tried doing a trace to see what is happening when I try to connect to Citibank (via Quickbooks) and noticed no outbound packets heading to Citi, unlike the other banks where I see a ton. I may be totally off base or missed something, but It seems to me that there is an internal bug within the Quicken Software Program itself causing this issue. Maybe a stale cache or something ... who knows... just a guess.

I too have not been able to connect to Citi cards since August 30th. This capability is necessary to operate my business.  We will discontinue using the Costco Visa card.  I spent my career in IT - there is NO excuse that this hasn't been fixed (26 days and counting) and isn't a priority for Intuit to correct.  When enough people complain to Citi Cards and stop using their Visa cards perhaps Intuit will find a fix!  I have been using Quick Books for 17 years - first time for an issue unresolved for so long. 

(not fixed yet..)

Major update - Please read:

Hi all,

As mentioned previously I was to get a call from Data Services this morning. They did call on time. The plan was to move this back to Tier 1,2,3. I spoke with Jason (in Florida) who is in Data Services and Kurt (n Tennessee) who is Tier 1 Accountant Care Line. They are both great to work with.

Below is some important information:

• There is now a formal investigation opened with Tier 3. The ticket number is INV-112003. Please use this number when communicating with them.
• They would like for everyone to go into their Quickbooks Desktop application, go to the help menu, select "Send Feedback Online" (4th menu on the help dropdown), select "Bug Report..." .  Please briefly tell them the issue (e.g, OLSU-1011, etc.) and make sure to reference the investigation number INV-112003.
• If you would like to talk with a Tier 1 member who is in the US, they suggest calling the "Accountant Care Line" at [phone number removed].  Be sure the mention the investigation number.. They told me the more people that call, the better
• I have called Citi and told them I was going to temporally stop using their products with Quickbooks until this is resolved. If you call, you can try to reference Citi ticket number TR116188 and see if you can be added.

More info when it becomes available. 

-Scott

Also having the issue. On Citi, it shows QB last accessed on 9/12. The error does look different from when the issue first started in early September.

September 25, 2024:

Day 12 since last working.

Please escalate to Tier 3.

Total days not working in September 2024: 21

If anyone is interested, the investigation case is INV-112003

Your not crazy - I have been using for years and years and suddenly I can't connect and the most frustrating thing is that quickbooks so easily advises you to spend hours on their 50 steps and you end up in the same place.  When there are several complaints like this, they should dig into the issue.