Voya Retirement Accounts Now Showing $0 in Quicken for Mac

Question

I have two Voya retirement accounts linked in Quicken for Mac. I've had these accounts for years, and I've never had any problems. Sometime between July 20, 2024 and July 25, 2024, both accounts have gone to $0 in Quickens.

I've doublechecked that Voya is still reporting value on their website, and all seems normal on the Voya site.

I also tried dropping one of the accounts in Quicken and re-adding it. When I added the account, the connection window showed the proper account balance. However, when the account is added to the ledger on the left, it shows $0.

Not sure what is happening.

davidmeasley · Answer

Kristina - Sorry for the very delayed response.  As you can see from the screenshot below, like others who have reported this issue, my Voya-managed retirement account (ADP TotalSource Retirement Savings Plan) is using the "Quicken Connect" connection type.  So, I'm guessing I'm simply another instance of what has already been reported and is being diagnosed by your development team.  Do let me know if you need any additional information from me to support your ongoing resolution efforts.

Quicken Kristina · Answer

Hello @davidmeasley,

To help troubleshoot this issue, please provide more information.  There are a lot of different connection options for Voya and financial institutions serviced by Voya.  Which particular connection are you using?

@redvw,

There is already a Community Alert for the connection you use.  If you haven't done so already, please bookmark the alert so that you'll get any updates, once available, and know when the issue is resolved.

https://community.quicken.com/discussion/7954703/new-7-29-24-new-york-city-deferred-comp-plan-0-balance-when-adding-investment-accounts

@danielscl & @rhortman,

Based on the logs you submitted, you're using the Voya Financial connection option.  This issue has already been reported to our Development and Product teams for further investigation and resolution. Though we do not currently have an ETA, once a solution is created it will be made available as part of a future release.

(CTP-10578)

Thank you!

rhortman · Answer

I worked for 2 hours with Quicken on the issue and them screen sharing to verify the issue.  There was no resolution, and I had an appointment to get to, so I had to stop.  Called back another day to continue looking at the issue, and they pretty much said to call Voya.  Not even really sure who to call there.