Thanks for joining us here in the Community, @Chantal_RM.
Allow me to provide additional insight about this bank connection concern so we can get this sorted out.
QuickBooks Online is only dependent on the connection details that are shared from your bank. To verify if this issue has something to do with your financial institutions' end, I recommend reaching out to them. Sometimes their scheduled maintenance releases can be the reason your bank feed is not updating.
However, if there's no problem with your bank, I suggest contacting our Customer Care Team again. They have the necessary tools that can further isolate this matter to identify its root cause. They can also create an investigation ticket if necessary.
For now, to get your work done, you may manually upload your bank transaction through WebConnect. This way, you can download the entries from the bank's website and upload it in the system.
I'm also adding here some links that talks about categorising bank transactions and fixing issues when uploading them for your reference:
Let me know if you have any other questions. I'll make sure you're all set. Take care!
