Compass Bank's Frustrating Message!

R. C.: I only have a BBVA Compass Bank checking account. I didn't even realize Quicken downloading was a possibility since the web site only offers Microsoft Money, pdf, plain text, comma delimited and tab delimited. I tried to set up a download in Q2010 and got the same message you're getting. No success in establishing downloads to BBVA Compass for me either. Bob

Hi, Bob.

Thanks for the confirmation that it's not just me. Misery loves company, as they say. :>(

Like I said, I've been downloading from Compass for a few years - mostly successfully. Even now, there is no problem accessing my accounts at

There is something that you can try. Backup first.

Go to the Online Center. Hold down CTRL+F3 while left-clicking "Contact Info".

Locate your fi in the resulting list, click "Refresh", then OK, (then possibly select the fi again in the regular Online Center list), then Update/Send.

If that doesn't help, you can try the same process, but where you clicked "Refresh", try clicking "Delete".

I don't know how long ago your fi changed names/ownership, but if you have financial institution names in the Online Center for fi's that no longer exist ... you can try using the same process as above (clicking "Delete", not "Refresh") to get rid of them.

Hi, John.

Thanks for the suggestions - but they didn't work, and they can't work because the problem is not here in my computer. I did try the Refresh steps (and learned a bit more about Quicken in the process), but the Delete step looked a little too drastic and I don't think it would help, anyhow, so I aborted it.

The name change to BBVA Compass was in early 2009, after BBVA bought Compass Bank in about 2008. But many parts of the bank - including their website - still use the "Compass Bank" label, so I don't think the name change is really contributing to the problem. The message box that pops up 4 times in each Update session is labeled "Important message from Compass Bank" and "BBVA" does not appear in that message at all. (BBVA stands for "Banco Bilbao Vizcaya Argentaria"; it is an international banking group based in Spain.) Until 2 weeks ago, there was no problem downloading transactions and balances into Quicken, and there is still no problem accessing the BBVA Compass page at

Looks like all I can do is wait it out.

RC

You may be right.

But I know that financial institutions can create messages that Quicken will display (messages not found in downloaded data). And I do know that sometimes those messages can be eliminated by the steps I suggested (and probably not by the fi itself).

Does the new fi have the same Quicken fi name as the old fi? If there is a Compass Bank fi in your Online Center, in addition to the BBVA Compass fi; you should be able to safely delete the (old) Compass Bank fi there using the steps I outlined.

I think sometimes there is mis-communication between Intuit and an fi such that an old fi name can still be utilized, even though the old fi no longer exists in the real-world.

My understanding is that Quicken won't let you Delete an fi that is active (in Quicken); but even if it did, a backup would allow you to recover, if the delete caused a problem.

You might also look for recently used files in Documents and Settings folders for Quicken. I'd start in the folders with 5 digit numbers for names found in your Win 7 equivalent of:

\Documents and Settings\All Users\Application Data\Intuit\Quicken

I think one of those folders with 5 digit names will be for your Compass financial institution.

It's possible that messages, such as the one you're receiving, could be stored in a file somewhere in one of those Quicken folders - perhaps the file would have a date/time accessed the same as your most recent download.

dbellview had written this in response to

I wanted to let you know that I have escalated your issue and it is being worked at this very moment.

As soon as I recieve an update I will post the result. If you need to contact me directly - my phone number is 512-421-6990.

Sincerely,

Donna Bellview Client Relations Manager Vice President BBVA Compass

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dbellview had written this in response to

I sincerely apologize for the delays in responding to your issue whether by e-mail or by phone.

We requested Intuit post the maintenace message to our Quicken customers and instructed that the message be removed on May 25, 2010.

That did not occur - we just received message from Intuit who state the message was removed yesterday 06/02/2010 and you should no longer be receiving a pop-up.

Please let me know if you are continuing to see the message, my direct line is 512-421-6990.

Sincerely,

Donna Bellview Client Relations Manager BBVA Compass

------------------------------------- dbellview wrote:

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BBVA Compass Express Web Connect is now working for me. One minor annoyance is that the password has to be changed when downloads are activated. There was one other FI years ago that also required that, I can't remember which one now.

My workaround is to activate downloads, choose a new password. Then deactivate and reactivate, going back to the original password.

Hi, Ms. Bellview.

YES! It's working now!

It failed on my first attempt this morning, but worked properly a few hours later. I meant to post a SUCCESS! message here before now, but was busy. And I wanted to try One Step Update again to be sure that it really was fixed.

While all of us who have worked with computers understand that glitches happen, this one was especially frustrating because:

1. The message popped up four times in each session and delayed progress each time until we clicked OK again.

1. The first messages started popping up about 5 days before the first scheduled maintenance (May 15th), which would have produced several days of irritation even if the schedule had been met.

2. The first message continued for a few days after May 15th.

1. Then the second message began to appear, forecasting the May 23 outage.

2. Finally, the second message continued until today, June 3rd, 11 days after May 23rd.

And not until today did we receive any confirmation that the problem was known to Compass or that any progress was being made toward resolution. (Thus my comparison to BP's response to the oil spill problem - but BP did, at least, communicate.)

Thank you very much for getting this problem fixed.

RC

Oh well, it worked for one download. Now I get [OL-393-A] errors.

Hi, Bob.

It's still working for me. ;

R. C.: I'm still getting the [OL-393-A] errors. It's OK, I never even knew downloads were available till 2 days ago, so I haven't lost anything ;-) Bob

dbellview had written this in response to

I'm so happy to hear that it is working and again apologize for our lack of proper communication.

We will use your experience in improving how we communicate to our customers when there is a known issue or outage. Or at least quickly respond once a customer has identified an issue and brings it to our attention as you did.

Should you require further assistance, please do not hesitate to contact me directly at 512-421-6990.

Sincerely,

Donna Bellview Client Relations BBVA Compass

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Workaround for the [OL-393-A] error for me is to uncheck "Bring my payment information up to date"