Thing is, they no longer offer phone support at all. So I had to instead sift through their frustrating FAQ pages online to find a link to the actual customer support web chat channel. It was clearly intentionally kept off the main site. Obviously it was being hidden to discourage it's use. None the less, I waited five minutes for 6 people to get out of the queue, and then I was speaking to someone with complete disregard for the impact of the fragmented sentence structures he used on his ability to communicate with me.
Bear in mind I was already really frustrated with the whole endeavor by the time I finally got a hold of him, so I occasionally used some harsh language that may not be appropriate for younger readers.
Here is my original "question", aka technical problem, I was trying to resolve:
Your crappy web answers leads me to a dead end when I click on the error code that I have been given. Seriously WTF. Not only cant I get ahold of a live person on the phone but the auto answer to my problem code has a broken link. I have been trying for several days to update my wells fargo information and it has arbitrarily been denying me with a cc-502 error code. by the way I SHOULD NOT BE ABLE TO REMEMBER THAT OFF THE TOP OF MY HEAD I only do because I have already spent A FUCKING HOUR trying to figure this stupid problem out EVERY DAY FOR THE LAST THREE FUCKING DAYS in your useless person free craptastic FAQ (more like FUX) Seriously, this is ridiculous. Not only is the information that the warning code gave me wrong, I cant find a solution in your cookie cutter answers, and I don't have any idea why it started giving me this stupid problem all of a sudden anyways. I JUST WANT TO GET MY GODDAMN ACCOUNT SYNCH WORKING PROPERLY AGAIN and you say Wells Fargo can't help me with the problem, but you aren't wiling to help me in person either without jumping through a million fucking hoops, this is bullshit and I am tired of useless customer support.
OK, that last bit might have been a little too harsh to start off. But regardless, this was the conversation that followed.
Discussion Thread
------------------------------
Chat Transcript - 06/06/2014 11:51 AM
[11:11:48 AM] Hi, my name is Fredmar. Thank you for contacting Quicken, please allow me a moment to read your question.'ll receive a survey by email about your support experience today. Please take a moment to provide your feedback
[11:12:36 AM] Fredmar: It is important that we understand the problem you are having. Can you please tell me more about it?
[11:13:22 AM] Matthew: btw, it's really ironic and frustrating that this chat system says your "listening' It's like it's intentionally pointing out the fact that you no longer have phone support rather than saying reading which is more accurate
[11:13:53 AM] Matthew: it's pretty fucking cut and dry. Error number cc-502
[11:14:30 AM] Fredmar: Leave your worries behind because I will do everything in my power to make things right for you.
[11:14:35 AM] Matthew: I cant update my wells Fargo, what more is there to say?
[11:14:59 AM] Fredmar: Can you please follow this.
[11:15:01 AM] Fredmar: 1.Use the Update Now option from the Account Actions button/gear icon at the top of a Wells Fargo account register in Quicken, rather than One Step Update. -- OR --
2.Remove Wells Fargo login credentials to your Password Vault, and manually enter the password on each One Step Update. This process will override the limitation of Quicken connecting to Wells Fargo. -- OR --
3.Download a File for Quicken (QFX) from the Wells Fargo website and import that into Quicken, rather than use any automated update process.
[11:15:54 AM] Matthew: I always manually enter the password
[11:15:58 AM] Matthew: I'm not stupid
[11:16:23 AM] Fredmar: I’m sorry.
[11:16:37 AM] Fredmar: But we need to enter your password manually.
[11:18:52 AM] Matthew: I'm saying that is what I always do. Likewise, when I choose the "update now option in the Wells Fargo checking account gear in the right hand corner it doesn't prompt me for my password, it just tries to update without doing anything
[11:19:45 AM] Fredmar: Oh, I see.
[11:19:52 AM] Matthew: And there is no way in fuck I am going into the wells fargo web site and downloading a file and manualy transferring it over every fucking day just because you guys cant figure out how to resolve the problem
[11:20:18 AM] Matthew: That is literally the whole point of having this program!!!
[11:20:36 AM] Fredmar: Please refrain from using profanity or I will terminate this chat session
[11:21:46 AM] Matthew: Please fix the problems or there is no reason to have a chat session
[11:22:00 AM] Fredmar: Alright.
[11:22:04 AM] Matthew: and you can rest assured you will get a terrible review if you do
[11:22:40 AM] Fredmar: If I may ask, what connection method are you using to connect your bank?
[11:22:59 AM] Matthew: what do you mean?
[11:23:03 AM] Matthew: internet?
[11:23:06 AM] Matthew: your program?
[11:23:34 AM] Fredmar: Do you have there Quicken up and running?
[11:23:45 AM] Matthew: Of course
[11:23:50 AM] Fredmar: Click on “Tools”
[11:24:05 AM] Matthew: and
[11:24:16 AM] Matthew: ?
[11:24:19 AM] Fredmar: Click on “Account List”, you can check if what connection method are you using under “Transaction Download”
[11:24:50 AM] Fredmar: How was it?
[11:25:24 AM] Matthew: I didn't understand the previous post
[11:25:42 AM] Fredmar: Click on “Account List”
[11:25:48 AM] Matthew: that much I understood
[11:25:54 AM] Matthew: its the rest of it that doesn't make any sense
[11:25:59 AM] Fredmar: You can see your connection method, Under “Transaction Download”
[11:26:13 AM] Matthew: it just says yes (improve connection)
[11:26:24 AM] Fredmar: Alright.
[11:26:24 AM] Matthew: it doesn't tell me what kind of connection method I have
[11:26:30 AM] Fredmar: Can you please click on “Edit”
[11:26:39 AM] Matthew: ok
[11:26:54 AM] Fredmar: Click on “Online Services”
[11:27:00 AM] Fredmar: Click on “Deactivate”
[11:27:23 AM] Fredmar: Please deactivate all of the accounts and let me know once you’re done with it.
[11:28:05 AM] Matthew: done
[11:28:27 AM] Fredmar: Please reactivate it all, click on “Set up now..”
[11:28:40 AM] Fredmar: Please link the account from the correct existing accounT?
[11:29:05 AM] Matthew: WHAT?
[11:29:19 AM] Fredmar: Can you see there Setup now?
[11:29:29 AM] Matthew: yes
[11:29:35 AM] Matthew: two different ones
[11:29:37 AM] Fredmar: Click on it,
[11:29:45 AM] Fredmar: Click the first one.
[11:29:47 AM] Matthew: one saying online setup the other saying online bill payment
[11:29:56 AM] Matthew: k
[11:30:10 AM] Fredmar: Please link the account from the correct existing account,
[11:30:24 AM] Matthew: what do you mean by that?!
[11:30:28 AM] Matthew: that doesn't make any sense to me
[11:30:55 AM] Matthew: do you want me to use express web connect or direct connect those are the two options.
[11:31:05 AM] Fredmar: You need to link your account from the existing account.. Like if it is checking account, link it to checking.
[11:31:13 AM] Fredmar: Direct connect.
[11:31:29 AM] Matthew: ok there ya go
[11:31:36 AM] Fredmar: How was it”:?
[11:32:05 AM] Matthew: dude, wtf, it says wells fargo charges a monthly fee for direct connect
[11:32:11 AM] Matthew: I don't want to pay more money for this wtf
[11:32:28 AM] Fredmar: Alright, choose Express Web connect.
[11:32:49 AM] Matthew: so you mean go back and choose it
[11:32:57 AM] Fredmar: Yes, pelase.
[11:33:00 AM] Fredmar: *please
[11:33:41 AM] Matthew: Didn't work
[11:34:23 AM] Fredmar: Actually, Express Web connect is not available now for Wells Fargo.
[11:34:40 AM] Matthew: wtf
[11:34:43 AM] Matthew: since when
[11:34:46 AM] Matthew: ?
[11:34:55 AM] Matthew: like three days ago when it stopped working?
[11:35:04 AM] Matthew: and your company had no intention of ever telling me?
[11:35:19 AM] Matthew: and now I am going to have to pay for the same serice as I had before?
[11:35:29 AM] Matthew: for free?
[11:36:03 AM] Fredmar: Please refrain from using profanity or I will terminate this chat session.
[11:36:16 AM] Matthew: I DID NOT USE PROFANITY
[11:36:22 AM] Matthew: BUT I AM VERY CLOSE TO
[11:36:53 AM] Matthew: because I am excdeedingly frustrated
[11:37:07 AM] Fredmar: Actually, Improve connection that is direct connect.
[11:37:30 AM] Fredmar: Wells Fargo is not offering Express Web Connect for now.
[11:37:33 AM] Matthew: again that sentence doesn't make sense dude.
[11:38:02 AM] Fredmar: Can you please try to use direct connect.
[11:38:40 AM] Fredmar: You can do this as well.
1.Use the Update Now option from the Account Actions button/gear icon at the top of a Wells Fargo account register in Quicken, rather than One Step Update. -- OR --
2.Remove Wells Fargo login credentials to your Password Vault, and manually enter the password on each One Step Update. This process will override the limitation of Quicken connecting to Wells Fargo. -- OR --
3.Download a File for Quicken (QFX) from the Wells Fargo website and import that into Quicken, rather than use any automated update process.
[11:38:55 AM] Matthew: Actually it seems like it might be working with the other one
[11:39:15 AM] Matthew: or maybe it just agreed to connect throught that but wont update
[11:39:32 AM] Fredmar: Actually, it will update.
[11:39:41 AM] Fredmar: Can you please try to use Direct connect.
[11:39:45 AM] Matthew: Not the direct connect
[11:39:59 AM] Matthew: your asking me to use a service that will cost me additional money
[11:40:57 AM] Fredmar: I’m sorry.
[11:41:05 AM] Matthew: Apparently after clearing out that data from the previous connection now it updated my information without having to use the direct connect
[11:41:15 AM] Matthew: How can that be if you said you weren't offering that anymore?
[11:41:16 AM] Fredmar: Great!
[11:42:00 AM] Matthew: "edmar: Wells Fargo is not offering Express Web Connect for now."
[11:42:07 AM] Matthew: ?
[11:42:23 AM] Matthew: SO... why is it working now after clearing the information and trying again?
[11:43:08 AM] Fredmar: Actually, that is our protocol for now.
[11:43:39 AM] Fredmar: Tell the customer that as of now Wells Fargo is not offering Express Web Connect.
[11:43:51 AM] Matthew: what is your protocol for now? saying that it doesn't work in chat? Or directing people toward making them pay for a service to extort money out of them?
[11:44:12 AM] Matthew: but if that is not accurate why would you tell people that?
[11:44:47 AM] Fredmar: I don’t even know the reason behind.
[11:45:02 AM] Matthew: That's really really shady dude
[11:45:10 AM] Fredmar: Alright.
[11:45:22 AM] Fredmar: Apart from this, is there anything else I may assist you today?
[11:45:25 AM] Matthew: copying this conversation and posting it to social media
[11:45:39 AM] Matthew: so that people know you are lying to them
[11:45:46 AM] Matthew: litterally
[11:46:34 AM] Fredmar: How can I be any further help to you?
[11:48:43 AM] Matthew: Nope, that's all I had today. You didn't really solve the problem btw, it kind of just resolved itself instead through association to one of the things you told me to do. So thanks for lying to me, being frequently unclear, and not giving me any reason to think this wont happen again in the future.
[11:49:02 AM] Fredmar: Its been a pleasure chatting with you. Thank you for contacting Intuit Quicken chat support, again this is Fredmar, have a wonderful day and take care. Good bye!
[11:49:11 AM] Fredmar: You may now end our chat session
[11:51:10 AM] 'Matthew' disconnected ('Concluded by Agent').
