Citi Credit Cards Balance Wrong

My Citi credit card has a credit balance. I do not owe anything. For example, I have a 100 credit.

Quicken sees this as a balance where I owe 100. Meaning, I can never balance or reconcile.

I contacted support and they said the same thing they always say -- start a new file, test. Validate and Super validate the file. deactivate and reactivate the card. Nothing works. They say the same thing every time, and it always takes them 30 minutes to get to it. Frustrating.

Ideas?

Comments

  • GeoffG
    GeoffG SuperUser ✭✭✭✭✭
    edited July 2020
    If you have a balance due YOU of $100 that Quicken thinks you owe $100, then your opening balance is not correct, or worse you've entered balance adjustments. You can go to the first entry in the register and adjust it as needed until your ending balance is $100 over paid.
    user since '92 | Quicken Windows Premier - Subscription | Windows 10 Pro version 21H1
  • Patrick O'Leary
    Patrick O'Leary Member ✭✭
    edited July 2020
    Quicken sees the online balance as me owing, but Online the balance is they owe me. It's a Quicken issue. I was reconciled up through Monday. As soon as my balance crosses to the CC owes me, Quicken gets the Online balance wrong.

    So at the bottom of the CC in Quicken, it shows Online Balance as me owe 100. But the CC at the actual Citi site says they owe me 100.
  • UKR
    UKR SuperUser ✭✭✭✭✭
    If you search the Community you will find several discussions about incorrect Online Balance while you are overpaid on your credit card and the bank owes you money. For some reason, Quicken does not appear to be able to properly recognize a "$100.00 CR" (or similar) overpaid Online Balance.
    Until you have used up the credit balance, please do not reconcile using the Online Balance. Perform a manual Reconcile to the monthly statement instead, entering the Ending Balance as -100.00 (as weird as it sounds, because you would normally enter an amount you owe as a positive number, you must enter a credit balance as negative number. Under the covers Quicken will calculate amount*(-1) to make things right.)

    While you are still running a credit balance ... If you haven't done so already, I'd say it's time to call Quicken Support on the phone and request help.  Let them do a screen share session with you to review a download log file on your computer, to determine the nature of the problem and to figure out how to fix it. This issue won't get resolved in Community discussions. It must be brought to the attention of the programmers. Only they can figure out what needs to be changed where to make things right.

    Quicken Support:

    • To contact Quicken Support, please use this link only:
      https://www.quicken.com/support#contact-support  and select Chat or Phone support.
      Phone support is only available during posted business hours. The phone number can be found at this website.
    • To start Chat or see the support phone number, your browser must allow popup windows from https://www.quicken.com
    • If you are eligible for Premium Support (purchased separately or included as part of your subscription to Quicken 2018+ Premier or HB&R) call the number that can be found at the top of your My Account page at https://www.quicken.com/my-account  (US) or https://www.quicken.com/canada/my-account (Canada) next to "Quicken Premium Support"  when you log in with your Quicken ID.
    • Other links or phone numbers found elsewhere on the Internet, even in some posts or emails received from other Community members, may not be from Quicken or may not be up-to-date. Use those at your own risk.
    • Unlike other so-called "Quicken support providers", the real Quicken Support is free for all currently supported versions.

  • Patrick O'Leary
    Patrick O'Leary Member ✭✭
    Thanks! This worked great.

    I did try to contact support and they were absolutely clueless. Quicken has some of the worst support services I have ever used.

    > @UKR said:
    > If you search the Community you will find several discussions about incorrect Online Balance while you are overpaid on your credit card and the bank owes you money. For some reason, Quicken does not appear to be able to properly recognize a "$100.00 CR" (or similar) overpaid Online Balance.
    > Until you have used up the credit balance, please do not reconcile using the Online Balance. Perform a manual Reconcile to the monthly statement instead, entering the Ending Balance as -100.00 (as weird as it sounds, because you would normally enter an amount you owe as a positive number, you must enter a credit balance as negative number. Under the covers Quicken will calculate amount*(-1) to make things right.)
    > While you are still running a credit balance ... If you haven't done
    > so already, I'd say it's time to call Quicken Support on the phone and request
    > help.  Let them do a screen share session
    > with you to review a download log file on your computer, to determine the nature
    > of the problem and to figure out how to fix it. This issue won't get resolved in Community discussions. It must be brought to the attention of the programmers. Only they can figure out what needs to be changed where to make things right.Quicken Support:
    >
    > * To contact Quicken Support,
    > please use this link only:
    >
    > https://www.quicken.com/support#contact-support  and select Chat or Phone support.
    >
    > Phone support is only available during posted business hours. The
    > phone number can be found at this website.
    > * To start Chat or see the
    > support phone number, your browser must allow popup windows from https://www.quicken.com
    > * If you are eligible for
    > Premium Support (purchased separately or included as part of your
    > subscription to Quicken 2018+ Premier or HB&R) call the number that
    > can be found at the top of your My Account page at https://www.quicken.com/my-account  (US) or https://www.quicken.com/canada/my-account (Canada) next to
    > "Quicken Premium Support" 
    > when you log in with your Quicken ID.
    > * Other links or phone numbers
    > found elsewhere on the Internet, even in some posts or emails received
    > from other Community members, may not be from Quicken or may not be
    > up-to-date. Use those at your own risk.
    > * Unlike other so-called
    > "Quicken support providers", the real Quicken Support is free
    > for all currently supported versions.
  • Tom Young
    Tom Young SuperUser ✭✭✭✭✭

    "Quicken does not appear to be able to properly recognize a "$100.00 CR" (or similar) overpaid Online Balance."

    I think that's an overly broad statement.  Over the years I've had a few instances when one of my credit card Accounts showed a debit (owed to me) balance, and I've never had a problem; Quicken handled the situation correctly.

    I've seen several different posts with the same complaint as the OP so I know that it happens but I wouldn't characterize it as some sort of built-in Quicken problem.

This discussion has been closed.