Voya Institutional Retirement Account for Gwinnett County has Zero Balance
I recently setup an account in QFM for my new employers retirement plan: Gwinnett County Retirement Plans 401(a) and 457(b) administered by Voya. The setup was quick and easy. After the first deposit into the plan, QFM displayed the correct balance. However, sometime this week the accounts have displayed a zero balance. I deleted the accounts and went through the setup again. The last screen (see attached screenshot) in QFM account setup even shows the correct balance. However, the account balance in the sidebar is still zero.
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Hello @Casablanca,
To help troubleshoot this issue, please provide additional information. Do you have the tracking method for your account set to Simple or Detailed? To check this, click the account to select it, then go to Accounts>Settings. On the Details tab, you should see a tracking method section.
If it is set to Simple, please backup your Quicken file, then try switching to Detailed (if it gives you that option), and see if switching to Detailed resolves the issue.
I look forward to your response!
Quicken Kristina
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@Quicken Kristina…Thanks for responding to my request for help. The account does not support the "Detailed" investment tracking option. When I click on that option, I get the message shown on this screenshot:
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Also getting zero balance with Voya. The problem started today 7/28/24
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Thank you for your reply @Casablanca & @redvw,
Thank you for taking the time to visit the Community to report this issue, though we apologize that you are experiencing this.
We have forwarded this issue to the proper channels to have this further investigated. In the meantime, if you haven't already done so, please navigate to Help > Report a problem and submit a problem report with log files attached and (if you are willing) a sanitized copy of your data file in order to contribute to the investigation.
While you will not receive a response through this submission, these reports will help our teams in further investigating the issue. The more problem reports we receive, the better.
We apologize for any inconvenience!
Thank you.
(CTP-10645)
Quicken Kristina
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also having zero balance on institutional Voya account starting a few days ago. Quicken for mac with susbcription. Have deleted and re-added the accounts and balance still zero
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Hello @Casablanca and @dkbyers,
So that we can further investigate this issue, please navigate to Help > Report a problem and submit a problem report with log files attached.
While you will not receive a response through this submission, these reports are necessary for our teams to further investigate this issue. The more problem reports we receive, the better.
Are you encountering this issue with Gwinnett County Retirement Plans? If not, then which financial institution are you encountering this issue with?
I look forward to your reply!
Quicken Kristina
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I will submit a problem report. No. I just came across this post when I searched problems with Voya. I have a voya institutional account with southern ohio medical center than all of the sudden then to zero balance
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I submitted my log files yesterday and today for the zero-dollar balance with a Voya-managed account.
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Thank you for your reply @redvw,
Based on the log files you submitted, the financial institution you're encountering this problem with (New York City Deferred Comp Plan) is already a known issue, which has been reported to our Development and Product teams for further investigation and resolution. Though we do not currently have an ETA, you can bookmark this Community Alert to get updates when available and to know when the issue is resolved. If you do not see the bookmark icon at the upper right, please make sure you are logged into the Community.
Thank you!
(Ticket# 11198783/CTP-10585)
Thank you for the clarification. I can see the issue you're encountering is already a known issue, although no alert has been issued for it. The ticket for that known issue is CTP-10578.
Thank you!
Quicken Kristina
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@Quicken Kristina…I just submitted the log files as requested. Thanks for your assistance!
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This issue is still not fixed. It was reported in July, and Quicken should update the Community on the progress of the resolution.
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This issue persists, even after today's Quicken update. All of my accounts with New York City Deferred Compensation managed by Voya report $0. This issue is almost one month old. Why can't Quicken fix this issue? Why doesn't Quicken update its paying customers about the progress of this fix?
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@redvw I can't answer your question about exactly what's going on, but I can give you some context.
First, updates to the Quicken Mac application almost never have anything to do with resolving connectivity problems. That's because connectivity is handled at the server level, not your desktop program. It's very rare for an update to the program to be needed to resolve any connectivity issue. One day, a server fix will have been made and your downloads will suddenly be working — without needing to update the Quicken Mac application.
Second, Quicken contracts with Intuit to handle connectivity to financial institutions. (Quicken is a small company, and couldn't come close to handling connectivity with 10,000+ financial institutions.) Intuit rarely can get a connectivity problem fixed very quickly. Once an issue is documented, it goes into their queue, which I imagine can be quite large at times. Once they investigate what changed at the financial institution, in some cases they can re-write their code to make things work. But many time,s they need to reach out to the financial institution for cooperation to get things working again. Financial institution IT department quite often consider third-party connectivity one of their lowest priorities, so they aren't always quick to help. Sometimes there can be delays for as simple a reason as one of their programmers being on vacation. In any case, Quicken actually has no role in fixing the problem; it's either Intuit and the financial institution or Intuit themselves. And Quicken doesn't have detailed insight into the status of who's doing what, so they in turn can't update Quicken users.
None of that is satisfying, I know; you just want the [Removed - Language] thing to work, right! 😉 I'm just trying to give you an idea why connectivity issues like this often take multiple weeks, and more than a month in some cases, to get resolved.
Quicken Mac Subscription • Quicken user since 19931 -
Much appreciated.
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I received a connection error today that asked me to reconnect my Gwinnett County Retirement Plans account managed by VOYA. Upon completing the reconnection procedure the accounts still show a zero balance in the sidebar despite QFM seeing the correct balances (see screenshot below) in the setup windows. I deleted and added the accounts and each time they display a zero balance in the sidebar. QFM appears to be able to gather the balance information during account setup from the FI, but unable to include the balances in the sidebar and account pages.
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I have the same issue, which has been ongoing for several months. Please report it to Quicken Technical Support via the Quicken application. The app lets you send your log files and write comments about what is wrong with Quicken.
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@redvw This last post was an update. This is an update to my original post that started this thread. It appeared to gather the balance, but only shows a zero balance.
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Yes, it's the same issue I have. Hopefully Quicken, or Intuit will make a fix
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NOT RESOLVED
Today, in the Quicken Alerts forum, Quicken Anja reported that this issue is resolved; however, it has not been fixed for me. I did send another request for help to Quicken.
RESOLVED 9/19/24This issue has been marked as resolved. However, this Alert will remain available for those who may still be experiencing this.Thank you!0 -
It has not been resolved for Gwinnett Retirement Plans either. Is the connection between Voya and Intuit different for each retirement plan provider?
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Hello @redvw & @Casablanca,
If you are still experiencing this issue after the Alert was marked resolved, then you will need to reach out to Quicken Support instead, for further assistance and possible escalation if they see fit.
We apologize for any inconvenience! Thank you.
-Quicken Anja
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@Quicken Anja and @redvw Thanks for your comments. I have submitted another detailed report through the "Report a Problem" feature in QFM. Am I to understand the connection issue is at the user level? I believe there must be an error with QFM, since the correct balances for my accounts can be seen during the account set-up process. Voya provides the data, but QFM has an issue with sending the data to the account sidebar and account pages.
@Quicken Anja Is it your recommendation that @redvw and I contact QFM support even though we did nothing to disrupt the connection?
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Thank you for your reply @Casablanca,
Sorry for the confusion. The ticket for Gwinnett County, CTP-10645, is still open and in work. You do not need to contact Quicken Support about that issue.
@redvw has an issue with a different financial institution that is also serviced by Voya: New York City Deferred Comp Plan. There was a Community Alert for that specific financial institution, and that alert was recently marked resolved. Since @redvw is reporting the issue with New York City Deferred Comp Plan is not resolved, we recommend that they contact Quicken Support for further assistance.
Thank you!
Quicken Kristina
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Thank you, I did submit my logs with an explanation of my continuing issue.
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@Quicken Kristina has there been any movement on solving this issue with Voya? Your last message on 9/21 indicated that "The ticket for Gwinnett County, CTP-10645, is still open and in work".
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Thank you for the follow-up @Casablanca,
When I check on the ticket, it still shows open and in work.
Thank you!
Quicken Kristina
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@Quicken Kristina….Ticket CTP-10645 has been "open and in work" since July 2024 with no discernible progress. There are also several users on both the Mac and Windows platforms that have the same issues with either connection errors or zero balances from VOYA Institutional Retirement. Several users have been directed to contact VOYA, and others have had issues escalated to Quicken developers. I also understand from a number of posts that there is an issue with "Screenscrape" data collection technology. Perhaps VOYA sees this technology as a threat since it can also be used by bad actors for nefarious purposes. Quicken users who are largely "locked-in" to VOYA through our employers retirement plans have a big hole in our financial pictures. Please issue a general statement updating the community on all of Quicken's efforts to restore a working connection and most importantly correct and up-to-date transactions and balances. Thank You!
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@Quicken Kristina and @Quicken Anja…I hope you are both well! Would either of you mind commenting on the quoted message and provide an update on the ticket mentioned above? Thanks!
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@Casablanca I can't offer any knowledge or insight on this specific issue. What can say is that it's quite typical that the Quicken moderators here have and can get no insight into an issue beyond the fact that it is an open issue. Quicken contracts all its connectivity work to Intuit, so Quicken is a client of Intuit and doesn't get details about who is doing what at Intuit and/or the financial institution. The problem is often with the financial institution, but Quicken will never call them out. Why? Because if a financial institution gets ticked at Quicken for blaming them, they can decide to cut off access to Quicken (as some financial institutions have done).
So while you understandably want to know what the state of progress is, who's holding things up, what the prognosis is, and when it's expected to be fixed, you're just not going to get that information from the Quicken folks.
Quicken Mac Subscription • Quicken user since 19932 -
@jacobs Thank you for the insight.
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