HSBC Hong Kong Bank feed for credit card is wrong way around

bugs1 · ‎October 25, 2019

So the bank feed for all accounts with HSBC Hong Kong to QBO has been down for 74 days. Now they email that they have fixed it, but for the credit card transactions they are coming in the wrong way around, ie all payments on the company credit card are coming in as funds TO the account.

This happened the last time the bank feed went down and they managed to fix it, but really I'm getting so frustrated with QBO for the support.

I've waited for over 2 months, then they claim to fix it, but the bank feed for the credit card says "we're having trouble connecting", then it does somehow connect and it's backwards.

So I email and the response was "clear the cache".

I reply to say this really isn't going to fix a back to front on the transactions and the email comes back as undeliverable.

"----- Transcript of session follows -----
<[email address removed]>... Deferred: 403 4.7.0 TLS handshake failed.
Warning: message still undelivered after 4 hours"

Then I try and email through the help on the account and it says both email and chat are unavailable.

and this is days and days.... I'm really trying to remain calm here and carry on working but seriously if I treated my customers like this I wouldn't have any. Please tell me why they haven't tested the bank feed to make sure it's correct or at least tell me why it is working backwards for me.

Thanks

Bugs

Catherine_B · ‎October 25, 2019

Hello, Bugs.

QuickBooks downloads bank transactions based on what your bank provided to us. We can verify from your bank on how it was posted.

Meantime, you can use our WebConnect feature which you can manually upload bank transactions. First, we need to ask from your bank a copy of your transactions needed to upload into QuickBooks. Then, save it in a file that we supports like, Comma-Separated Values (CSV) and QuickBooks Online (QBO).

I'd also recommend reaching out us again so we can open a new investigation. This way, our engineers will work with your bank to find a fix to this issue.

Thanks for your patience while we're continually looking into the root cause of the issue. If you need more help with anything else, please post them here.

bugs1 · ‎November 04, 2019

I have contacted QBO again and apparently this backwards problem is known about and they are trying to fix, however in fixing it has caused the whole HSBC bank feed to be broken again for all accounts. So now none of my accounts work at all. ;0(

Just FYI the broken bank feed has not been fully functional since August of this year and manually adding transactions when you have 7 different currencies is severely affecting my daily work flow.

JaneD · ‎November 04, 2019

Hi bugs1,

I appreciate you keeping an eye on this investigation. Our engineers treated this particular behavior with the utmost urgency.

For the meantime, you can refer to the workaround provided by my peer, Catherine_B.

Since you've been added to the list of affected users, our Support Team will update you once a resolution has been released for this issue.

I'll be sure to notify you here once a permanent fix has been implemented.

Thanks for your patience and understanding. Please let me know if you have any follow-ups or other concerns. I'll be here to help. Have a good one.