, Care Experience ManagerEmployee
Quicken cannot resolve this issue, as we do not have access to their servers and the account data stored on them, necessary to correct this data.
Capital One should have already logged into the branding servers and made that change, but (again) if they have not, we cannot perform this action for them.
We can escalate to financial institutions, but they're more motivated to resolve an issue on their side if the customers contact them. This is not specific to Capital One - all FIs have this same mind-set. Quicken is not one of their priorities, unless customers make it so. We have already been advised by at least one contact at CapOne to refer our customers back to them for escalation.
If you have not already done so, please contact Capital One Online Banking Support for further assistance. The Contact Info can be found under Tools > Online Center in Quicken Windows versions.
Using Quicken 2013, I was able to use this workaround from pkmooreman to download from capital one my monthly statement. I tried to break it down with more detail to help others:
Click on edit tab
click on "give me the option of saving file whenever I download web connect data"
Log into your capital one account and click to download your latest statement as you normally would. After doing so, in Quicken, you should see a window that says "Downloading web connect data"
Select "Save the transactions in a file for later processing[you will be prompted for a file name]"
I named it "HSBC Bank Nevada, N.A." and saved it in my Quicken folder. I suspect the file name and location don't matter. The first time I downloaded, it was 2 KB. I repeated the download, overwriting the original file with the same name and it was 13 KB. The larger file was the one I needed. Not sure why this happens, just go with it.
Go to the file you just saved and right click on it. You need to click "open with", and select Notepad or a similar text reader/editor. I'm sorry, but I may have missed a step here, so after right clicking on the file name, you need to figure out how to open with a text editor like Notepad.
Once the file is opened in Notepad, click Ctrl F which will open a "Find what" field. Type in Capital One. It should take you to text that looks like this:
<ORG>Capital One Partner Card Services</ORG>
Replace the "Capital One Partner Card Services" with "HSBC Bank Nevada, N.A.", save and close the file.
Double click on the file you just saved. Quicken will automatically open and when the "Downloading web connect data" window opens, select "Have Quicken process these transactions now"
If all went well, your transactions should be imported.
Below is pkmooreman's original description, which helped me through my crisis:
I have also experienced this problem. I am using Quicken Home & Business 2013 and download my GM Card transactions from Capital One using Web Connect. I began experiencing the problem on 11/1/2013 after completing the proceedure provided by Capital One.
After examining the various log files it appeared to me that the process was failing at the <ORG> tag, so I saved a .QFX file to my computer and edited it to change the <ORG> from "Capital One Partner Card Service" to "HSBC Bank Nevada, N.A.". After saving the file I double clicked on it which will start Quicken and was able to import the transactions into my GM Card account.
This is obviously not a fix, but allows me to continue to download transactions until someone accepts responsibility for the problem.
NOTE: In order to save the .QFX file to your computer, you must change your preferences under Settings --> Web Connect. Check the box next to "Give me the option of saving to a file whenever I download Web Connect data"