No problem, we hear this often. There are two methods that
personal finance software can use to access your accounts: direct
connect and web connect. With web connect, the software basically
connects to your bank's website and downloads and imports OFX, QFX,
QIF, and OFC files automatically. Direct connect actually connects
to a server at your bank instead of their website and usually
requires different login credentials than you would use to log into
your banks website. From a user's perspective, these two
connections look basically identical. Moneydance only supports
automatic connections through direct connect and not web connect.
Your bank is using web connect with Quicken, but a lot of bank reps
think they are using direct connections.
We are working on implementing web connections and are making
good progress, but it's not something which will be available for
full release in the immediate future.
Sorry we (or your bank) didn't have better news for you, but
please let me know if I can be of further assistance,