This is beyond unacceptable. It’s become painfully obvious that Intuit is deliberately pushing users away from Desktop in favor of QBO's recurring revenue model, but that doesn’t excuse the complete lack of support we're experiencing. We have paid for this service, and the level of disregard we're being shown is both insulting and unprofessional.

Our CitCard feed has been down since September 2nd, and despite numerous attempts to get help, all we’ve received are empty, canned responses that do absolutely nothing to resolve the problem. This isn't just a minor inconvenience—this is affecting our day-to-day business, and Intuit’s silence and inaction are intolerable.

We demand real answers, not generic excuses. This needs to be escalated immediately to someone who can actually provide a solution. We’ve been more than patient, but that patience has run out. It’s time for Intuit to step up and provide the support that we are paying for. We expect this to be resolved without further delay.

jmarinas is totally correct.

Please immediately escalate to Tier 3.

-Scott

Allow me to dive into this thread to assist you, @netispguy. I’ll provide you with insights regarding connecting to Citicards in QuickBooks Desktop (QBDT).

Please know that we see the urgency of this matter and that we want to ensure that you can successfully connect your Citi card account to QBDT. If you already tried the troubleshooting steps provided by my colleagues and the issue persists, I recommend reaching out to the technical support team again. They have the tools to investigate your account and address this issue and will do screen sharing if needed.

QuickBooks Support experts can view only your QuickBooks screen, but they only have access to QuickBooks and can’t take over your desktop or mouse, this way they can help you troubleshoot the problem and provide accurate guidance. To get help with your QuickBooks Desktop software, follow these steps:

1. Open QuickBooks.

2. Click on Help, then select QuickBooks Desktop Help/Contact Us.

3. Select Contact Us and provide a brief description of your issue, then select Continue.

4. Sign in to your Intuit account click on Continue and then Continue with my account.

• Make sure to Create a new account, if you don't have one.

5. Check your email for a single-use code. Enter this code and select Continue.

• If you have multiple accounts, select the one you want to use and click on Continue.

6. Choose to chat with us or request a callback.

Rest assured that we are committed to providing you with the best possible assistance and support. Please don't hesitate to reach out to us for any help you may need.

Furthermore, you might find it beneficial to refer to this article, which explains how to add and match Bank Feeds transactions in QuickBooks Desktop: Add and match Bank Feed transactions in QuickBooks Desktop.

In addition, to learn how to reconcile your accounts so they match your bank and credit card statements. Here's an article: Reconcile an account in QuickBooks Desktop.

Should you require additional assistance with any of these steps or have other concerns with your banking accounts, leave a comment below and I'll get back to you right away. Keep safe, @netispguy!

Please read what we are saying and stop re-posting the same canned advice!

PLEASE ESCALATE TO TIER 3!!!

Day six since last working.

Please escalate to Tier 3.

Total days not working in September 2024: 15

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

-Scott

As a side note, we upgraded from Enterprise 22 to Enterprise 24 around the same time the Citibank Credit bank feeds stopped working. It might just be a coincidence, but I wonder if anyone else lost bank feeds when upgrading to a new QuickBooks Desktop version?

I personally don't believe it has anything to do with your your upgrade. I am using Desktop Pro Plus 2024 and having the issue.

-Scott

So, Here I am on the phone with Support. They will NOT connect me with Tier 3. They say that is not allowed. Tier II says that it is a well known problem with the Citibank systems. They asked me to call Citibank and tell them about the problem. I asked exactly who I should be talking to at Citibank???  I told them I would not do that.. it is Intuit's responsibility to discuss with their engineers. Speaking with Citi Tier I would be useless...

BUT,,, the fact that it does work with a totally new company file, yet breaks with existing company files would indicate it is broken on the Intuit (Quickbooks) side of things.

-Scott

This is so frustrating. The main reason I use QB is so I can easily import transactions. They disallowed bankfeeds in my old version of desktop which is why I had to get the new version, and after just a couple months it is now failing also - Citibank only, other accounts work fine but the bulk of my expenses are done via credit card. It's the modern way! I believe whoever said Intuit is doing this to force us over to the online version is correct. I feel we may have a class action claim against Intuit for false advertising. So infuriating!!

I had the same issue, called QB customer service gave me the run around. After they realized that with a new company file there is no issue connecting to Citi cards. They took my Company file removed all the Bank Feeds and sent me back the file. I had re-connect all my other bank feeds again along with Citi cards. worked for one day and the very next day same error came back!! Back to square one, I still cannot down Citi credit card transactions directly

Thank you for sharing your experience, @LSM5.

Please know that your concerns are valid, and I’m here to help you by sharing some insights about connecting your Citi cards in QuickBooks Desktop (QBDT).

It appears that the reason you’re unable to connect is due to a damaged company file since it works with a new file. I recommend contacting our support team again, as they can request assistance from our data service team to repair your company file.

You can check out these resources in the future to help you manage your transactions in QBO:

• Categorize online bank transactions
• Manually add transactions to account registers
• Exclude a bank transaction you downloaded

Please let me know if you have further questions about connecting your Citi card to QBDT. I'm here to help!

Again...  more BS... Our company files are not damaged... How is it that so many user company files are damaged at exactly the same time??? Come-on, we are not idiots.

Day seven since last working.

Please escalate to Tier 3.

Total days not working in September 2024: 16

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

Ariell is not reading the thread which contains multiple reports of problems being solved and reoccurring and people like me where new company files do not fix anything. I feel this problem is like a company having 3 working trunk lines and 1 bad one. Creates for a consistent but intermittent problem. The connection between the software and citibank is definitely broken and I am guessing there is a setting on the intuit side that is either breaking and being fixed or there are multiple connections and at least one is broken. The key need is for support to recognize that this is a pervasive problem that is not affecting a single user and their is a need for level 3 support within Intuit to check the connection settings and work with Citibank to get this sorted out once and for all. When some level 3 system admin or programmer who knows how the connection works gets involved they can arrange to call someone like me with an open ticket to attempt to recreate the problem or confirm a fix. Anything more than that at this point is a waste of time.

This morning we have make an internal decision to temporarily suspend all use of all Citibank products that we track with Intuit Quickbooks. This includes products such as American Advantage and Costco Business accounts just to name a few. Having to track and reconcile individual transactions is becoming to too time intestine. We have notified these institutions regarding our decision. At such time as Intuit is able to resolve the issue, we will return to using these products.

There was some energetic internal discussions about doing this. The compromise was that we also investigate alternative to Quickbooks products (that allow functioning direct-connect transaction downloads) prior to our renewal date.

-Scott

I called today to get an update on my open ticket. After more bad phone tree experience and getting routed to the wrong place I got to a woman who saw my ticket and immediately told me that she was aware of this problem. She was notified 2 weeks ago about this problem which has been ongoing for over a few months that affects Citibank and Chase bank feeds. I explained my Chase bank feeds were okay but she said that the problem is intermittent with those two banks servers. She was unable to provide any further details on this other than to claim its a problem outside of Quickbooks on the other servers and that Intuit couldn't do anything but wait (and jerk off its customers in the process). 

I subsequently called Citibank to get an update on my Citibank ticket to get an update and give an update. My experience was not satisfactory. The citibank rep insists there is no known problem that Citibank is tracking. She claims my ticket was escalated to the back office and that she would send them a message. Very uninspiring.

This is a classic example of how big companies like Intuit and Citibank get too big and systemic corporate nonsense destroys customer experiences and customer trust. I am so ready to find an alternate solution to using Quickbooks.   Once one considers QB Online which is awful, its like I might as well pick any other crappy product. Anyone know of any other sofware that does bank feeds? I literally just need basic banking and credit card bookkeeping, simple invoices and statements, P&L and GL tracking. I see some people bailing on Citibank but I am ready to bail on Intuit. Suggestions welcome.  

I'm right there with you and so appreciate you taking the time to update us on all the time and energy you have put in. I wish I have an alternative to suggest but I don't. ARGH!!!

Thanks for the information. I still go back to the fact that I can connect my Citibank card via bank feeds in my newly created company but not in my existing company file, which I've used in Quickbooks for fifteen years. This points to a QuickBooks, not a Citibank issue.  I don't have the energy to call support again, it's 1-2 hours my day that I cannot spare. I hope someone finds a solution and posts it. 

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

OMG! Progress!! Thank you SO much for your time and effort in this and continuing communication with the rest of us. I do appreciate you!

II have had the same problem for over a week.  Other cards connect just fine.

We understand the importance of reconnecting your Citibank account to QuickBooks Desktop (QBDT), djv3.

We appreciate your efforts in trying to resolve the issue. Since the problem persists, I recommend requesting a callback from our Customer Care Team. They can securely access your account and review the bank feeds set up to identify the cause of the issue and help fix the error so you can reconnect your bank.

To reach them, follow these steps:

1. In your QuickBooks account, go to the Help menu at the top.
2. Select QuickBooks Desktop Help. 
3. Choose Contact Us. 
4. Enter the issue or topic in the field box. 
5. Follow the onscreen instructions.

Additionally, you can read this article containing information on contacting them: Contact QuickBooks Desktop support. Ensure to review their support hours to know when agents are available.

To help you ensure the accuracy of financial records, check out this resource about reviewing and matching the downloaded bank transactions.: Add and match Bank Feed transactions in QuickBooks Desktop.

Stay in touch by replying below with follow-up questions about managing bank connections to QBDT. I'm always around to help you. Have a great day!

I have just "report inappropriate content" on AdonL's post. It is so obvious that this person has not been reading the thread. They should not be offering advice of this type at this point at all.

Quickbooks managers, we are trying to solve an a major issue, and having support people give advise without reading the entire thread is distracting... not to mention just plain bad custom service.

If you are following this thread and think this last post by. AdonL is inappropriate, like this post to to keep count.

-Scott