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