Quicken Claims To Sync With Bank Of America. It Does, Unless You Have Quicken For Mac.

Despite holdings of almost $1.5 trillion, Bank of America, the largest bank in America, won’t sync with users of Quicken for Mac. Reader Philip, who spent $65 on Quicken, writes to tell us how Intuit’s website advertises such compatibility.

Philip tried contacting Quicken support:

Neha: Do you see the tab says Pay bills Online or Online Bill Payment at right side of the window?
Philip: yes – Pay bills online
Neha: What is selected in this tab?
Philip: not enabled – the “using your financial institution” choice is grayed out
Neha: That means Bank of America does not provide Online bill payment for Mac version of Quicken. It is available for Windows version of Quicken
Philip: That’s dissappointing. When I purchased this, your list simply said that it was supported and didn’t mention that it was just for PC.
Neha: Philip, I can understand your concern and really apologize for the inconvenience caused to you. There are some financial institutions provide this service for PC version of Quicken but not for mac
Neha: I can only request you to tell your bank to contact us to have this service

Neha wasn’t kidding. Rather than speak with a supervisor or call the Bank of America herself, Neha waited as Philip picked up the phone.

The full conversation and screenshots, inside…


Neha: Hi, my name is Neha. How may I help you?
Philip: Your compatability chart shows that my bank, Bank of America, supports Direct Connect and online bill pay. However, when I try to set it up in the preferences, it is grayed out. Am I doing something wrong?
Neha: Thank you for the details, Philip
Neha: Philip, what I understand is that you are trying to activate your account with your bank. Right?
Philip: I have sucessfully downloaded my transactions into Quickens register
Philip: Is that what you mean by “activate”?
Neha: yes
Neha: Please give me 2-3 minutes while I check my resources to provide you with the best solution.

Philip: thanks
Neha: Thank you for being patient, Philip
Philip: no problem
Neha: Philip, may I know what exactly are you trying to do so that I can duplicate it at my end?
Philip: I want to pay bills online
Neha: Okay… so we need to activate your account for online bill payment
Philip: right
Neha: Please follow these steps
Neha: Please open Quicken
Philip: done
Neha: Please go to Lists >> Accounts
Philip: ok
Neha: Select your account from the list
Philip: ok
Neha: Click on Edit
Philip: yep
Neha: Do you see the tab says Pay bills Online or Online Bill Payment at right side of the window?
Philip: yes – Pay bills online
Neha: What is selected in this tab?
Philip: not enabled – the “using your financial institution” choice is grayed out
Neha: That means Bank of America does not provide Online bill payment for Mac version of Quicken. It is available for Windows version of Quicken
Philip: That’s dissappointing. When I purchased this, your list simply said that it was supported and didn’t mention that it was just for PC.
Neha: Philip, I can understand your concern and really apologize for the inconvenience caused to you. There are some financial institutions provide this service for PC version of Quicken but not for mac
Neha: I can only request you to tell your bank to contact us to have this service
Philip: Your website does not saythat.
Philip: http://web.intuit.com/personal/quicken/results.cfm?type=basic&search=-b&qwid=qw1600&qmid=qm1600&qbid=qb1700&qbmid=qbm1700

http://consumermediallc.files.wordpress.com/2007/02/1st-thumb.jpg?w=522&h=424

Neha: Okay…
Neha: Please give me a minute to check it
Philip: I’ll call my bank, perhaps you can contact your company to change the misleading website.
Neha: Thank you for being patient, Philip
Philip: Also, look here:
Philip: http://web.intuit.com/personal/quicken/details.cfm?type=basic&fidetails=Bank%20of%20America%20%2D%20All%20Other%20States&qwid=qw1600&qmid=qm1600&qbid=qb1700&qbmid=qbm1700&country=

http://consumermediallc.files.wordpress.com/2007/02/2nd-thumb.jpg?w=522&h=460

Neha: Okay…
Neha: Philip, please confirm, have you selected your financial institution in the financial Institution tab
Philip: This Intuit page specifically states Direct Connect AND Web connect for Mac
Philip: I have double checked it. I have selected “Bank of America – All other…”
Neha: Yes, it supports direct connect and web connect for mac for downloading transactions, Can you please check with them whether they provide bill payment for mac or not. I will wait
Philip: I do not understand, YOUR website (that last link I sent you) clearly states that Bank of America supports Bill Pay Service for the Mac
Philip: Who at Bank of America would I call to ask about a Quicken question?
Neha: Please call them at (800) 933-6262
Philip: ok – I will try to call them
Neha: Thank you, I will wait
Philip: still holding
Neha: Okay…
Philip: They are saying that they do not support this option for Macintosh.
Neha: Philip, I really apologize for the wrong information provided at our website. I will try to forward this complaint so that it can be corrected
Philip: Yes. Is there anyone I can speak to about getting a refund for the software since I cannot use it as advertised?
Neha: Philip, I can give you the refund
Neha: Please let me know when did you purchase it?
Neha: Philip, please let me know the order number so that I can process the refund for you
Philip: Purchased last Monday the 5th of Feb.
Philip: Order # XXXXXXXXXXX
Neha: Thank you, Philip
Neha: Please give me 2 minutes while I process the refund
Philip: ok
Neha: Thank you
Neha: I have processed the refund for you and your refund confirmation number is XXXXXXXXXX. The amount of $64.19 will be credited to your Credit Card Account within 1-2 billing cycles
Philip: Thank you for your help.
Neha: My pleasure to help you.
Neha: Is there anything else that I can help you with today?
Philip: no. thank you.
Neha: Are you satisfied with my assistance?
Philip: Yes, thanks.
Neha: Thanks for using Quicken. Please return to chat if the need should arise. Have a great day.

We’re not satisfied with the assistance. A rebate is nice. Supporting Mac users as advertised would be even better. If a bank with with $1.5 trillion can’t do it, nobody can. — CAREY GREENBERG-BERGER

Comments

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  1. katewrath says:

    I’m no Microsoft lover, but MS Money blows Quicken for Mac out of the water–even though I have to keep a 6 year old IBM Thinkpad on my desk so I can keep using it. Think about that. I have a cool, shiny PowerBook that I love and use for everything–and a second computer that I’ve held onto because it helps me avoid using Quicken. Wow, Intuit, good job driving away your customers.

    I used to think I was in the minority of people who like to track and sort my finances on a regular basis, and that was why Intuit felt like it could blow off an entire segment of the market. But I hear more and more of these stories every day. I don’t get it. All kinds of software companies kill themselves for a piece of the Mac market, and Intuit can’t be bothered to develop a reasonably usable product. Huh.

  2. MotherFury says:

    I’m embarrased to say that last year I paid $600 for a cheap WinXP laptop because so I could upgrade my Quicken Home & Business to QHB 2006 – which wouldn’t work on my old win98 I kept after I switched to Mac five years ago. QHB the only thing I run on that computer.

    Ten years of accounting is tied up in my Quicken. Switching to some other accounting software isn’t an option and they don’t make QHB for Mac. They make QuickBooks for Mac – but you can’t export/import between the two.

    You would *think* that a software company that deals with a major portion of the US would accommodate all OS with all their software.

    If their next update requires Vista, I swear I’m going back to paper ledgers.

  3. qazwart says:

    Quicken should correct their website, but as a Mac user, I’m use to that type of stuff. Yahoo’s music service doesn’t support Macs, Comedy Central’s download center doesn’t work with Macs.

    I can’t really blame Quicken because there are about four or five different levels that banks can be compatible with Quicken. A bank could allow you to download transactions, but not upload them. Upload transactions, but not download them. Allow you to download a file that can be imported into Quicken, but not directly. And, then there’s the ability to directly execuute bank transactions in Quicken.

    Then when you talk about directly executing bank transactions, does that include bill paying or money transfers between accounts or both? How about wiring money? Buying stocks? It’s kind of hard specifying all of that fine detail about compatibility in a single checkmark chart. Especially when the banks themselves probably give you the wrong information.

    Before I first got Quicken and I checked with Quicken that Quicken was compatible with a Mac for my Bank. I then called the Bank and confirmed that it was. No problem the bank told me. I ordered Quicken, and whoops, it wouldn’t work. I called the bank, and after a few hours on the phone, they finally admitted that Quicken for the Mac doesn’t work for their bank. They recommended that I either buy the PC version or do my transactions through CheckFree.

    I ended up using CheckFree and paying $4 per month for the privilege that PC users got for free, but I figured I’m still saving on postage if I paid at least 10 bills per month. When a local bank did work with Quicken on the Mac, I quickly changed over my account with the new bank, and told my old bank why I was leaving.

  4. Helvetian says:

    This is exactly why I stick with Windows. Nothing works on a Mac, most things say “Excludes Mac” and this is just another.

  5. Michael says:

    Katewrath, if MS Money is the only PC application you need, why not run a PC emulator on your Powerbook instead of holding on to your Thinkpad? Unless you’ve got some remarkably complex finances, the speed penalty of emulation shouldn’t really be a problem, and then you’ll have the convenience of doing everything on your Mac.

  6. krausem says:

    Bank of America really doesn’t sync with Quicken for Windows either. My balance downloaded never matches the balance shown online anymore. It used to just fine up until about 5 months ago, but has never worked since. I used Quicken for Windows with BofA for years and thought it was great, but it doesn’t download the correct info anymore. I ended up moving to Well’s Fargo which works great with Quicken.

  7. jwissick says:

    Just another reason why macs are over grown paper weights…

  8. AcilletaM says:

    Wait, you can use a Mac for something other than drawing pictures or listening to music? Huh.

  9. pdxguy says:

    aww ferchristsakes I can see it now – the Windows using puffing up their chests and beating upon same to proclaim platform superiority over Mac users based on one company’s products – get a life will ya sheesh!

  10. Skeptic says:

    You need to blame Quicken and Bank of America for this one. This is strictly an Intuit/Asshat licensing issue, not a format incompatibility issue.

    The data that Quicken for PC and Quicken for Mac need from BofA is identical, however Quicken charges financial institutions separately for PC and Mac compatibility. The Mac version of Quicken will refuse to import the data unless Bank of America pays for a separate mac license.

    If Intuit gave a rat’s ass about their customers they wouldn’t charge banks to make their data available, or at the very least they wouldn’t charge them extra to make the data usable on a Mac

    Bank of America dumped Mac users (i.e. paying Mac compatibility extortion fees to Intuit) back in 2002:

    http://news.com.com/In+shift,+BofA+to+stymie+Mac+users+onl

    This post is my opinion.

  11. DutchFlat says:

    Every time some program pops up that won’t run on a Mac, as pdxguy says, the PC crowd goes apeshit: “SEE! SEE! You have to have a PC, [drool, drool,duh]“
    Well, first of all, only-God-knows-why, but Mac users can run all the PC software they want, ON THEIR MACS. What’s it been now? A year?
    Second, I’ve always used a Mac, and now and then, I do run across some program that isn’t ported for a Mac. Tough shit, I say, and look further. There is some kind of fantasy among PC users that there is a dirth of software for the Mac.
    Last night I was looking for music transcribing software. I ran into a real problem when I needed something for the Macintosh. Which of the hundred-or-so programs available should I use? The FreeWare, or the programs that cost six or seven-hundred dollars?
    Well, about half of them run on BOTH the Mac and PC, so there’s something (I have no idea what that means, but I’m sure the PC crowd can come with some goofy interpretation). Of course, with the new Macs, I can always run a PC-only program on my Mac. Like I’d really need to do that.
    The PC crowd has been beating this dead horse regarding the Mac for years. Hey guys, grab your left ear with your left hand, and your right ear with your right hand, and pull your head out of your ass.

  12. Jesse in Japan says:

    I’m really impressed with Quicken for issuing a refund instead of simply blaming Bank of America and saying “there’s nothing we can do.”

  13. weave says:

    Imagine a world where 95% of all banking was handled one company.

    Even if you never use a Mac, you should still be supportive of those who do. Competition is good for any industry.

  14. Anonymous says:

    I have been using Moneydance 2006 for about eight months and recently updated to Moneydance 2007. I tried Quicken, some online checkbooks, and some other programs, but settled on Moneydance. It’s simple and intuitive, but fully featured and incredibly capable.

    It helps me track my expenses, stay within budget, and reminds me of upcoming bills all at a glance. One feature I find useful is the option to set up multiple budgets: I have a budget during school months and a budget for break months when I am working full-time and have different expenses, I can swap back and forth with a click.

    Moneydance also tracks my investment portfolio and updates share prices on the fly. When I travel abroad, the latest exchange rates are downloaded automatically for me.

    Like Quicken, it can produce charts and graphs of income and expenditures, print checks, and interface with some but not all online banks. You can import your Quicken and MS Money data as well.

    Support is available from a comprehensive online user guide and developer-moderated forums.

    It is available on Windows, Mac, and Linux platforms.
    A free trial is available and Moneydance is very affordable at $29.99.

    Free upgrades are available for about three years, right now if your license is older than January 2004 you have to buy a new one for $14.99.

    Homepage:
    http://moneydance.com/

    Windows Screenshots:
    http://moneydance.com/win_homepage

  15. Amy Alkon says:

    I’m guessing you need directions to figure out how to operate your PC. That’s because it’s complicated and counter-intuitive. To be fair, I once needed directions on operating a Mac. I confess, I did play the little cassette tape and run the directions disk that came with the Mac I bought via student discount at University of Michigan in 1984 (a Mac that still runs, by the way).

  16. sj says:

    While its annoying that these dont work together, it clearly states on the intuit web page (The last screen shot) that “All versions may not be compatible with all online services” It further implores you to confirm with the bank that it will. Caveat Emptor, I say.

  17. tbdean says:

    After using Quicken for over a decade they recently informed me that I have to upgrade from Quicken 2004 or I’ll no allowed be allowed to download from BofA at all.

    My wife uses a OSX, I use WinXP. They dropped network support after Quicken 2000 IIRC. I tried MS Money back then but didn’t care for it. Too clunky.

    I’m a week into the 30 day free trial of MVelopes.com. So far so good.

  18. intuit is awesome about refunds. you can buy a copy of quickbooks, call them up and tell them you don’t like it, and they’ll give you a refund no matter where you purchased it.

    and you get to keep the software.

    i say its BofA’s fault on this one, since they don’t provide the service. Even though Intuit’s website was wrong, they did all they could to fix it.

  19. Skeptic says:

    i say its BofA’s fault on this one, since they don’t provide the service. Even though Intuit’s website was wrong, they did all they could to fix it.

    Except the only reason that you can’t import the “PC” data into the Mac version of Quicken is that the Quicken app checks to see if BofA has paid the Mac license–the data is identical. It is a case of Intuit being greedy and BofA being cheap. Intuit does not deserve a free pass on this.

  20. HawkWolf says:

    Intuit is greedy. They took out QIF support for the express purpose of forcing banks to pay them money so customers could continue doing things they could always do.

  21. ElizabethD says:

    Shout-out for Neha — per the transcript, I thought she gave great responses and was sincere and helpful.

    Boo to Bank of America for essentially discriminating against a significant chunk of the online population. Remember when, for about a year, both Gap.com and their bargain-basement sibling OldNavy.com didn’t support Mac browsers like Safari? Way to think like a potential customer, guys. Begone, anti-Apple consumer apartheid.

  22. Little Mintz Sunshine says:

    I also have a Mac and recently downloaded Quicken. Unfortunately, my credit union isn’t linked up to Quicken so I would have to manually input all my transactions into Quicken for it to do anything. Too much work, not enough bills for it to be worth it anyway. Quicken was very prompt in giving me a refund. I love my Mac and will never change to a PC (I use one at work and hate it) but I am tired of being treated like a second-class citizen by some software providers.