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…

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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

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=

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

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