Pending Transactions Included in Online Balance USAA Bank

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I just re-read the MANY discussion threads on this issue and ALL HAVE BEEN CLOSED as though the problem has been resolved. HOWEVER it has NEVER been resolved and started back in March 2023. I have submitted many reports to support with NO RESOLUTION. I don't care whose fault it is… Quicken or USAA. I just want a representative from QUICKEN to actually address the issue and explain to me (and others) WHY this is happening. I have probably 10 bank accounts (or more at times) that I download and USAA is the only one with this issue. Is is Express Web Connect? If not, WHAT IS IT? Honestly I have lost patience …. who do I call? who is in charge of this aspect of the download app? Any help is appreciated (especially with information as to who to call).

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  • Quicken Jasmine
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    Hello @cheryldaniel%gma,

    Due to the nature of this issue, we recommend contacting Quicken Support directly as an escalation may be in order.

    The Quicken Support phone number can be found through this link here. Phone support is available from 5:00 am PT to 5:00 pm PT, Monday through Friday.

    While submitting a problem report provides the logs that our support agents will need to escalate, they are unable to proceed with escalation unless they have you live on the phone or chat with them. Submitting a problem report without contacting support will only be used for tracking and investigative purposes when there is a widespread issue. And as stated at the top of the problem report submission screen, you will not receive a direct response by submitting.

    Additionally, escalations cannot be done from here in the Community as our support agents have a specific protocol to follow and the necessary tools available in order to do so that this channel, unfortunately, does not.

    Thank you. 

    -Quicken Jasmine

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  • nedguy
    nedguy Member ✭✭
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    I'm confused by the response to this, it seems this issue has been going on for months and the report keeps getting closed with no resolution. It doesn't appear specific to one person. The USAA online balance includes pending transactions which are not yet in the quicken register, therefore the account can never be reconciled unless you use a manual balance or happen to catch it when there are no pending transactions. This has been submitted directly to support multiple times with no action. What's going on here?

  • Chris_QPW
    Chris_QPW Member ✭✭✭✭
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    @nedguy in a nutshell, USAA is sending the wrong Online Balance in the data sent to Quicken. Only they can fix it.

    All the rest is just basically resubmitting to Quicken Inc to try to prompt Intuit to prompt USAA to fix it.

    Quicken Inc pays Intuit for "Connection Services", they are the ones that deal with these kinds of problems.

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  • nedguy
    nedguy Member ✭✭
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    I guess it would be great to see quicken acknowledge the issue and post it on their known issues page. When Chase had the same problem a few months ago it got a lot of attention and regular updates there. I’m not sure why the comment from the quicken rep is always to submit log files and report the problem to quicken. Clearly we’ve reported it, for months, and if the problem is really with Intuit/USAA then acknowledge it’s a problem and post it as a known issue.

  • Chris_QPW
    Chris_QPW Member ✭✭✭✭
    edited December 2023
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    @nedguy the difference is because there are a whole lot more Chase users/complaints. The squeaky wheel does get the grease.

    EDIT: BTW the Chase problem isn't 100% fixed either. Chase is still including the pending transactions in the Online Balance on weekends and holidays but only for the checking accounts.

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  • AlexisoftheShire
    AlexisoftheShire Member ✭✭✭
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    I'm not clear why this is a Quicken problem. I use Truist bank and Bank of America. Truist bank downloads pending transactions many times and Bank of America never does. Truist also downloads pending credit card transactions in addition to my checking account. BofA and other credit cards (13 accounts) I have do not. I've always seen this as a financial institution problem and not a Quicken problem. Why would it be a Quicken problem?

  • Chris_QPW
    Chris_QPW Member ✭✭✭✭
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    For what it is worth, I would never send my data file for a problem like this. I would send the logs, but not the data file even if it is "sanitized".

    For other problems I still wouldn't send a sanitized data file, but I might send a copy (which disables all online services) that has been sanitized.

    Like @AlexisoftheShire said I think it is impossible that this is a Quicken Inc problem, but given that we are customers of Quicken Inc and they are "in the middle", then in that sense, yes it is a Quicken Inc problem, because they have to be also pushing whoever's problem it is to fix it.

    But I definitely think that people should be complaining to their financial institutions. You are also a direct customer of them, and if enough people complain to them about it, maybe they will fix it.

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  • ChrisHolzapfel
    ChrisHolzapfel Member ✭✭✭
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  • Chris_QPW
    Chris_QPW Member ✭✭✭✭
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    Closing of a discussion has nothing to do with the problem being solved or not. Well, not completely true if the original poster says it is solved and they want it closed they sometimes close it for that reason.

    But the main reason discussions are closed is time/activity. If there isn't anything new being added to the discussion after a certain amount of time, they close discussions. Another reason might be if the discussion is getting into the "argument" territory.

    But at any rate, for this bug, the only entity that fix it is USAA. You can bug Quicken Inc to bug Intuit (Quicken Inc pays Intuit for "connection services") or maybe even directly bug them, but in fact you as the USAA customer might have more pull with them if you complain directly to USAA.

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  • nedguy
    nedguy Member ✭✭
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    I’m not sure debating which company owns fixing the issue is the point of the concern.

    Regardless of whose problem it is there should be an open known issue on Quicken’s website and they should be working with USAA to fix it. If they are not going to fix it they should also acknowledge that and we can decide to stop paying quicken. Bottom line we are paying quicken for this service and it’s not working. Regardless of which end of the integration the problem exists on it is in part Quicken’s responsibility to get it fixed. If you don’t even acknowledge the problem then it’s highly likely no one is even talking to USAA to get a solution.

    The problem with closing the threads is no one is acknowledging there is an actual problem, I’m left wondering if Quicken even believes an issue exists. All the threads end with, please keep sending issue reports so we can research the problem. Are they still researching or they are acknowledging the problem and working with USAA to fix it? If they are acknowledging the problem why isn’t there an open known issue. That is kinda the point of that section, so we don’t keep reporting the same issue over and over wondering if they are aware of it and working on it.

    I do want to point out again that when this happened with Chase Quicken was all over it posting regular updates, acknowledging the issues, and working with Chase to get the problem fixed. There wasn’t any finger pointing and they didn’t fail to acknowledge the problem. I’m guessing that problem was also on the Chase side but how the problem was handled was different. Saying there are way more Chase customers than USAA customers is a not a great response. If you’re paying for a service you should at least expect the same process to be followed regardless of how many people share the same bank. It’s not like USAA is small, granted they are much smaller than Chase. I see other “known issues” for much smaller banks. Maybe someone could address why there isn’t a known issue for this problem.

  • Chris_QPW
    Chris_QPW Member ✭✭✭✭
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    @nedguy I don't disagree with anything you said. And I don't know for sure, but there might even be an "Announcement" on this USAA problem somewhere (I tend to dismiss these and don't follow them), but they are "closed" because they are Quicken Inc communications only, and are meant to be just bookmarked and they update them when they have new information (which is usually nothing more that "No ETA" until it gets fixed, if it ever gets fixed).

    But yes, the Chase problem was handled differently, and the reason is "the squeaky wheel gets the grease". There are tons more Chase users than USAA users. And by that very fact, the threads were "very active".

    And BTW the Chase problem isn't 100% solved, it has just been driven down to "We can live with it" level. Currently, for checking accounts, the online balance will include the pending transactions, but only on weekends and holidays.

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