I still don't think you are understanding the issue.  The first tech support person already had me clear my history, cache, and cookies.  They also had me try another browser.  None of these made any difference.  I have included 2 screen shots.  One is from QuickBooks that shows what it is support to look like when it is working properly and the other is from our account and shows the message I've shared circled in red. And before you ask yes, there are statements in our account with the bank.