Fidelity Net Benefits

ETfree
ETfree Member ✭✭

Account now shows $0 balance and that is incorrect. Happened a few weeks ago and change connection fixed it, not working this time.

Comments

  • Quicken Jasmine
    Quicken Jasmine Moderator mod

    Hello @ETfree,

    Thank you for reaching out to the Quicken Community, though I do apologize that you are experiencing this issue.

    Before I can further assist you, I require some more information. What is your connection method with Fidelity? Is this an investment account? When did this issue begin to occur? Do you receive any error codes or messages?

    I look forward to your response.

    -Quicken Jasmine

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  • Quicken Jasmine
    Quicken Jasmine Moderator mod

    Hello @ETfree,

    Thank you for providing more information.

    First, I suggest creating a test file and attempting to add the Fidelity NetBenefits accounts to see if the same issue occurs with the balance. You can create a test file by navigating to File > New > Start from Scratch. It is recommended to save a backup before proceeding (just in case).

    Please let me know how this goes!

    -Quicken Jasmine

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  • jacobs
    jacobs SuperUser, Mac Beta Beta

    @ETfree I absolutely understand your frustration… but not your conclusion. Other than the fact that time has elapsed without the problem being fixed, there's no basis for stating this is a "low priority" for Quicken. The reality is that most often, these types of disruptions are caused by the financial institution (Fidelity) and/or the connectivity provider for Quicken (Intuit). But Quicken never shares technical details of what the source of the problem is or who is at fault, as they don't want to throw their business partner or the financial institution under the bus.

    Quicken Mac Subscription • Quicken user since 1993
  • jacobs
    jacobs SuperUser, Mac Beta Beta

    They need to provide some sort of update, time line and causation.

    In all my years using Quicken, I have never known them to do that. They could, and some software service companies do — but Quicken does not pull back the curtain. They acknowledge issues, but never provide details about them, nor provide progress reports or timelines for a fix. If that’s your expectation, you will be dissatisfied 100% of the time.

    I disagree with your conclusions and automatic siding with the service provider.

    Reread my post. I’m not “siding with” anyone; I was only trying to explain how these types of issues typically unfold.

    I do not see any effort to fix the issue, therefore there is no effort, prove me otherwise.

    Well, again, they never provide details between acknowledging a problem and having it fixed. You’re saying because you can’t see the work in progress, it means “there is no effort” and this is a “low priority”. And I’m saying there’s no basis for that judgment, because we have absolutely no insight into what is or isn’t happening behind the scenes. I was explaining that fixing such problems sometimes takes longer than anyone would like because the fixes typically involve one or two other parties.

    Of course you’re justified in being frustrated the longer this goes on without a resolution, but that doesn’t mean no one is working to get it resolved.

    If you decide to cancel your subscription because service outages occur too often or take too long to be resolved, that’s understandable. Just make sure you have an alternative that meets your needs before you walk away; some people walk away and never look back, and some people decide to stick with Quicken, despite its problems, because other products/tools/services don’t do for them what Quicken does.

    Quicken Mac Subscription • Quicken user since 1993
  • thatscguy
    thatscguy Member ✭✭
    edited July 2023

    The problem with downloading Fidelity 401K financial data has been going on for almost a month without a resolution. My Quicken balance shows less than 20% of what is shown in the account when I access it directly through Fidelity.

    This is a major issue and has cropped up every so often with the Mac version of Quicken and Fidelity.

    [Removed - Speculation]

  • wjjagust
    wjjagust Member

    WHY WON"T YOU FIX THIS? This problem began in July for me. It actually improved and seemed to be fixed. Now it is worse - almost all my fidelity accounts have balances reduced.

    Will I receive a rebate for the period of time when this has failed?

  • Keithwh
    Keithwh Member

    it has been a few weeks from the last time QUICKEN acknowledged this issue and open for longer. Has anyone received more insight into this issue and the likelihood of a fix given it has been a month? For me this is essentially a product down situation

This discussion has been closed.