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Simplifi has the worst customer service

BrandonG

Has everyone at this point noticed that Quicken Simplifi has the worst customer service? Their platform consistently has errors or issues that prevent customers from using it. When you report it, they act like it is no big deal, even though it is a paid service. Further, issues are identified and not fixed for multiple months with no updates on the "Community Homepage". Their agents are often very rude and not helpful, or ask the same questions over and over again.

It should be a policy that customers are not charged for months in which the tool that they paid for does not work properly, however when you ask them this question, they end the chat.

This is really the worst customer service that I have witnessed in a long time.

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Coach Jon

Hello @BrandonG,

Thanks for providing feedback! I can see from your recent chat that you were offered a 1-month extension to your subscription. We can understand your frustration with having to wait for a resolution on a known issue and apologize for the wait, but it does not seem like this interaction indicates any agent rudeness or the chat being disconnected early. If you would like to proceed with the 1-month extension originally offered, we can certainly proceed with applying this offer now.

Let us know!

-Coach Jon

RobWilk

The fact is, there are a lot of customers, who have a lot of different issues, which get different priorities. This person likely had a lower priority issue, such as something like support for a relatively low usage bank, which frequently requires cooperation by more than one party.

-Rob

BrandonG

Hi @Coach Jon - when I reported the issue, I was given a long list of steps that I needed to do to investigate why the issue occurred. All of these steps could have been performed by the agent. I kindly suggested that this is a paid service and therefore I would expect Quicken to perform the investigation once a defect is identified. The agent was very rude in response to that however I stand by that if Quicken is charging customers for a service, they have a responsibility to ensure that the service works consistently.

In terms of the one month extension, yes I have accounts that have not worked for 2-3 months now with no resolution or timetable for remediation. What is the point of doing daily budgeting and financial management if the tool you use does not bring in all your transactions or balances? Please provide the extension and continue to provide extensions until your platform provides the service that I paid for.

@RobWilk you are incorrect. One of the several accounts that is not working is the largest HSA service provider in the US.

BrandonG

@Coach Jon here is a great example of Quicken's Customer Service. One of the issues has been ongoing since June 3rd, with NO UPDATES AT ALL since June 17th. Users cannot comment on the thread to ask for updates. So we're going on 3 months (25% of a full year) that Quicken has not been able to fix an issue or even give a time table to fix it.

[ONGOING] 06/03/25: HealthEquity Returning $0 Account Balance

Coach Natalie

@BrandonG, thanks for the reply and the additional insight!

We definitely understand how frustrating ongoing issues can be. The Alert you mentioned for HealthEquity is an Alert, not a Discussion, which is why it does not allow commenting. Alerts allow users to follow a known issue for updates. As soon as we have any news to share, it will be posted to the Alert.

https://community.simplifimoney.com/discussion/12644/ongoing-06-03-25-healthequity-returning-0-account-balance

In the meantime, you can track the account(s) manually by adding manual transactions, which will keep your records up-to-date. Here are the steps to do so: https://support.simplifi.quicken.com/en/articles/3348103-managing-transactions-in-quicken-simplifi#h_85ca9fed99

If the account is an investment account, the manual tracking steps are a little different:

Make the account manual so you can add and edit Holdings: https://support.simplifi.quicken.com/en/articles/5321064-how-to-make-an-account-manual#h_d9c41566d8
Add/edit your Holdings to keep accurate records:
https://support.simplifi.quicken.com/en/articles/4474538-tracking-investments-in-quicken-simplifi#h_f8a7bc2e30 and https://support.simplifi.quicken.com/en/articles/4474538-tracking-investments-in-quicken-simplifi#h_034717f2b3

As for the extension on your subscription, I see that one was provided to you in June. I went ahead and added 1 more month to honor the recent offer. If you would like to request any further extensions, you will need to do so by contacting Chat Support, as this is not something we'd handle here in the Community.

https://support.simplifi.quicken.com/en/articles/5077917-how-to-contact-support

Let us know if there are any other issues you've reported that we can help you work around while the issue is being worked on!

dahburbb

Adding a comment here as well (original thread is closed) that I have been experiencing the same HealthEquity issues as above for months now and am also very frustrated that there has been no resolution or even updates for two months!

BrandonG

@Coach Natalie another month goes by with no update. We're now up to 4 months with no updates. How do you expect customers to pay for this tool that doesn't work?

BrandonG

@Coach Natalie since the HealthEquity post is blocked for comments. Can anyone provide an update on whether Quicken is going to resolve the issue or not?

Coach Natalie

@BrandonG, if you're referring to the Alert for HealthEquity that is linked above, it is not a post for comments; it is an Alert for a known issue that users can follow for updates. You will want to bookmark the Alert to receive those updates when they occur.

https://community.simplifimoney.com/discussion/2900/how-to-bookmark-threads-and-follow-categories-in-the-community

There is no update at this time. I hope this helps to clarify!

BrandonG

@Coach Natalie I have the Alert bookmarked but there have been no updates since 6/17, almost 4 months ago. Are the updates on the post working correctly? I am not sure the point of bookmarking an Alert for updates, if there are no timely updates….

Coach Natalie

@BrandonG, the Alert has not been updated because there are no updates to provide. As mentioned in the Alert —

This Alert is still listed as ongoing and there is currently no ETA on a resolution, though we are continuing to investigate the issue. We will be sure to post back when an update or resolution becomes available, so please bookmark this Alert to receive those notices when they occur.

As soon as we have any news to share, including a resolution, it will be posted there, which is why you will want to continue following the post until that time.

I hope this helps to clarify!

RobWilk

@BrandonG If you didn't know, the support for any particular financial institution is -not- generally handled by Quicken. As I understand, and I may be wrong for some - such as apple wallet which is an exception, most financial institutions are handled by 3rd parties such as Intuit (not Quicken's parent company anymore) or some service like Plaid or Fincity or something like that. When a financial institution stops working, Quicken "reports" the issue to the third party connection provider, and reports back when they're told it is fixed. It probably supports thousands of financial institutions (again, I may be wrong), and they all get different priorities, and Quicken doesn't set the priority. I hope this explains why you are not getting frequent updates.

-Rob

DannyB

Has everyone at this point noticed that Quicken Simplifi has the worst customer service?

Nope, in the almost 4 years of being a QS customer, I haven't noticed that at all. I've always experienced top notch support from the Quicken Simplifi support team on the few occasions I've hit a bump. I don't experience consistent errors or issues that keep me from being able to use the app. Quite the opposite, I have had very few issues or problems with this platform let alone issues that have required assistance from customer care to address. So sorry your experience hasn't been the same.

DryHeat

I think the support experience is very different for people whose financial institutions link successfully than it is for people whose financial institutions repeatedly fail to link properly.

Front line support has few tools to use to help with those connection failures. They can suggest you unlink, relink, create a fresh connection, check passwords, etc., but if the problem is with the aggregator or the bank there is nothing they can really do except report it and hope it gets fixed.

Unfortunately, fixing problems with an aggregator or a bank can often be a slow process and is not always successful. Because downloading transactions is one of the most important aspects of this kind of software, that failure has a huge impact on the user experience.

My financial institutions work well with Simplifi. If they didn't I would be pulling my hair out.

BrandonG

@Coach Natalie considering there are no updates, which is very obvious whether it is bookmarked or not, should customers interpret that as Quicken has not started working on it? Does no updates indicate that it is in process? Is 4 months a standard duration to remediate issues based on Quicken's SLAs?

Good customer service provides transparent updates, even if there is no progress, to keep customers informed. Poor customer service doesn't communicate anything at all and let's customers' try to interpret whether the paid service will ever work properly.

Coach Natalie

@BrandonG, we are not privy to that type of information here in the Community, and our teams do not provide ETAs. The issue has been escalated from our end, and as soon as we have any news to share, it will be posted to the Alert.

I'm afraid I don't have anything further to contribute to this discussion, other than once again recommending that you track the account manually while the connection is down, to keep your records up to date.

Otherwise, we appreciate your patience as we work to resolve this matter, and apologize for the frustration.