Feb 12: Initial support request to Microsoft

This is my initial support request to Microsoft tech support. Prior to making this request, the only other contact with any tech support was to talk to Capital One on the phone and verify that "Capital One Online Banking" and "Capital One Online Banking for Credit Cards" are completely separate systems, and that credit card accounts only work for the latter.


Initial request to Microsoft, dated around Feb 12, 2008:

I am using Microsoft Money Plus Deluxe, and I am having trouble adding my Capital One credit card account to my Money account. However, I think the problem may lie with Money and not with Capital One. Read below for details.

There are two separate online services you can enroll in at Capital One. One of them is for general banking (savings, checking, etc.) and is called "Capital One Online Banking." The other is called "Capital One Online Banking for Credit Cards" and is for credit cards only. These are completely separate, non-interchangeable systems.

Capital One Online Banking: https://onlinebanking.capitalone.com/CAPITALONE/Enrollment.aspx

Capital One Online Banking for CCs: https://servicing.capitalone.com/c1/Login.aspx

The problem is that Money directs you to the wrong service when you try to enroll credit card accounts. That is, Money tries to use the "Capital One Online Banking" service when adding a credit card account instead of "Capital One Online Banking for CCs". Here are the steps I took when trying to add my credit card to Money:

1) Main Microsoft Money screen -> "Set up a new account"

2) "Choose an account type" -> "Credit card."

3) "Select a bank or brokerage" -> "Capital One bank."

(Note: this is the only option for Capital One.)

4) Select "Yes, I have sign-in information for the Capital One bank website, but I don't have special sign-in information for use with Money."

5) Select "I want to request sign-in information that I can use with Money. (recommended)".

The next screen in Money displays the following:

"Follow the instructions on your bank's website to sign up for online services with Money, and then close the website to return to Account Setup. Click Next to go to your bank's website."

6) I click Next and am taken to my bank's website to enroll in online services for use with Money.

On the page I am taken to, it shows which accounts are and are not eligible for Capital One Online Banking. From that page, I quote: “Online Banking does not support enrollment using Capital One Credit Cards.”

As you can see, the problem is that Money directs you to the wrong service when you try to enroll credit cards. It uses "Capital One Online Banking" when it should use "Capital One Online Banking for CCs." I attempted to by-pass this step and went back through the account setup steps but this time chose “Yes, I have special sign-in information for use with Money.” When I entered my sign-in information in Money like I use at Capital One’s website, it was declined.

To confirm the problem lied with Money, I spoke with tech support at Capital One. The technician confirmed that “Capital One Online Banking” and “Capital One Online Banking for CCs” are two completely separate services. Login information for one will not work for the other. We also confirmed that when trying to add a Capital One credit card to Money, Money tries to use the “Capital One Online Banking” service instead of the one for credit cards. This is why my login information was declined in Money.

To be more specific, from the “Select a bank or brokerage” screen in Money after choosing to set up a credit card account, the only option for Capital One is “Capital One bank” which uses the “Capital One Online Banking” service, which is the wrong service to use for credit card accounts.

I submitted this problem to the community newsgroups, and I was instructed to open a case with Microsoft because this seems to be an error in the software.