Royal Bank not showing correct balance after updating

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treeguy
treeguy Member ✭✭
edited September 2022 in Errors and Troubleshooting (Mac)
I bought this product to do my accounting so i know whats going on at any time.

When I add my bank accounts and update they never show the correct balance... either always more or less... and behind a few days!!!

I talked to my bank and they say it is not a issue with them and that account info is update right away... no delays.

If Quicken can not get to the bottom of this issue.... I want a full refund. This product dose not work.

Comments

  • Quicken Jasmine
    Quicken Jasmine Moderator mod
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    Hello @treeguy,

    Thank you for contacting the Quicken Community, though I do apologize that you're experiencing this issue with an incorrect balance for your account.

    What financial institution is this account with?

    First, I suggest creating a test file and adding the account(s) with which you are experiencing an incorrect balance. You can create a test file by navigating to File > New > Start from Scratch. Please keep in mind that it is recommended to save a backup before proceeding with troubleshooting steps (just in case).

    Please let me know how this goes!

    -Quicken Jasmine

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  • jacobs
    jacobs SuperUser, Mac Beta Beta
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    @treeguy Without seeing your data, I'm just guessing, but what you're describing sounds like the bank is downloading to Quicken a balance which includes pending transactions, which have not yet downloaded to Quicken. So, of course, Quicken's balance of just the posted & downloaded transactions differs form the bank's balance which includes some pending transactions.

    What you should do is check the next time what the difference is between Quicken's calculated balance and the bank's balance -- and see if that difference is the amount of one or more pending transactions. 

    If this is the case then it is the bank's problem, and you'll have to go back to their customer service to explain this. They should be sending Quicken posted transactions and the balance of posted transactions only; they should not be including pending transactions in the balance they send to Quicken. 
    Quicken Mac Subscription • Quicken user since 1993
  • smayer97
    smayer97 SuperUser ✭✭✭✭✭
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    What you need to do is reconcile the transactions in Quicken with what is online and identify what transactions are different, either extra or missing. That should narrow down what the issue is.

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  • treeguy
    treeguy Member ✭✭
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    This is a knowing issue with Quicken and Royal Bank of Canada. I have been on the phone with tech support for a few hours... tired everything they tell me to... did screen link with them and showed them the issue.

    The issue is NOT with pending Transactions....

    I have 4 Accounts... 3 of which NEVER have pending transactions.... 1 Account has one or 2 pending transactions....

    However all 4 accounts are missing a few days of transactions every time I do a update automatically, manually....

    Funny This is... If I use a Free program Call mint... it has all my transactions... but it is missing a lot of features that I need that are included in Quicken.
  • treeguy
    treeguy Member ✭✭
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    my bank is also knowing as RBC or Royal Bank of Canada.

    here is the Alert message and etc from another thread

    https://community.quicken.com/discussion/7905187/ongoing-01-10-22-qfx-web-connect-files-not-importing/p1?new=1
  • treeguy
    treeguy Member ✭✭
    edited July 2022
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    cleared out quicken totally, deleted all files. Open it up, added accounts, connected to bank and downloaded all accounts.... main checking... is out by alot... all new and newer debit transactions and etransfers missing. I went into account settings and changed to reconcile... tried again... still the same thing....

    How do I get a refund? [Removed - Rant]... and [does] not work with royal bank of canada.

    I even called the bank and said to them look this is whats happening.. downloaded info does not match online balance... they stated clearly that the information is updated right away on their end. The issue is with what Quicken downloads.
  • jacobs
    jacobs SuperUser, Mac Beta Beta
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    If you want a refund, you need to contact Quicken Support. This site is primarily fellow users and a handful of Quicken moderators; Quicken Support has the ability to look into your account and change its status.

    treeguy said:
    The issue is with what Quicken downloads.

    In most cases, Quicken downloads whatever the bank is providing. If you're interested in trying to troubleshoot and seek a solution to the problem you're experiencing, I'd start with what connection method you're using to download from RBC: direct connect, quicken connect or web connect? Does RBC offer the option to download a QFX file (might also be labeled as OFX or Quicken file)? It could be helpful to download a QFX file, open it in a text editor, and search to see if any of the missing transactions exist in that file. If not, then you'd know the problem is with RBC, despite what they told you, and you'd have evidence to go back to their support, and hopefully get escalated to a Tier 2 support person familiar with downloads to third party applications like Quicken. 

    Also, you said you "cleared out Quicken", so I want to make sure I understand that you started with a completely new file, not a file from which you deleted old transactions or accounts — is that correct? The reason I'm asking is that Quicken keeps in your data file an internal log of the transaction ID of every transaction is has previously downloaded in order to ignore them if they download again. So if you download transactions, delete some, and re-download, the transactions which previously downloaded will not come into Quicken again. But if you started with a completely new file, then this isn't an issue. 
    Quicken Mac Subscription • Quicken user since 1993
  • treeguy
    treeguy Member ✭✭
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    Yes, I deleted all accounts, deleted the actual quicken files, close program started over again. new file, added accounts and tried all three ways of downloading balance. Back to royal bank again.
This discussion has been closed.