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PNC Download Missing Transactions

kebrein

For last couple months or so, my PNC checking account downloads into Quicken have been missing transactions somewhat randomly. I update Quicken at least every other day so it is not a timeliness issue. Spoke today via phone with Quicken support and they said it is a known issue with PNC that PNC is working.

In the interim, I've been using my PNC statements to identify missing transactions and enter them manually. Hopefully, they will resolve the issue soon.😕

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kebrein

I spoke too soon😖. Direct Connect has not downloaded PNC transactions for the last week. Before I give up on it completely and go back to PNC EWC+, I deactivated online services and reconnected my three PNC accounts to DC. Missing transactions were imported when I reconnected. Will check back in a week to see if transactions come through with One Step Update or if they again go AWOL. VERY FRUSTRATING.

kebrein

https://community.quicken.com/profile/Boatnmaniac Strangeness continues. Had to disconnect and reconnect with PNC DC due to some odd reconciliation issues and balance adjustments Quicken said were needed. Balances were fixed / right with the reconnect which was clearly through the DC process because it required SSN and PIN. Went to try the PNC direct pay within Quicken and didn't see the options for it available. Checked under the Account List and the reconnection was to EWC+ (sounds similar to Don Awalt issue?). Decided to just stick with EWC+ since it appears to be working well and I'm okay staying with PNC Bill Pay.

Boatnmaniac

@kebrein - When you went to set up with PNC Bank - Direct Connect did you make sure to select Advanced Options instead of clicking on Next?

And after you selected Advanced Options, did you make sure to select Direct Connect BEFORE clicking on Next?

When you get to the popup where you enter the SSN and the PNC-provided PIN: DO NOT click on Advanced Options here. If you do, you will be taken to the PNC website where you will be prompted to log in and authorize PNC to download financial data to Quicken….which is the EWC+ process, not the DC process.

If you have EWC+ I can assure you that you did not get set up with DC and your Add Account process somehow deviated from the DC setup somewhere along the way and you were redirected to the EWC+ setup. If you are taken to PNC's website to complete the setup process, you need to cancel the process and start over, again, because if you continue you will be setting up your PNC account with EWC+, not with DC. The DC process will NEVER push you to the PNC website to complete the download setup.

kebrein

I had DC set up and even did a test bill pay from within Quicken following your instructions. Than I noticed a few transactions hadn’t downloaded over last several days (One Step Update was showing successfully completing an update but showed zero transactions), so I deactivated online connections for all three accounts then went back to set them up again.

When reactivating online connections, it defaulted to DC, required SSN and DC pin, and went to PNC website to login in and authorize. That gave me the “successful” message, I clicked to close and it took me back to Quicken. I assumed it was a DC connection again but none of the bill pay options showed under Online Bill Pay. Went to view in Account List and saw all three were EWC+.

The EWC+ added the missing transactions and now matches my actual PNC website balance. Is there any downside to staying with EWC+ if I don’t need the ability to pay bills from within Quicken?

Boatnmaniac

https://community.quicken.com/discussion/comment/20459751#Comment_20459751

That is certainly odd behavior. Add Account for PNC Bank - Direct Connect has never taken me to PNC's website to set my accounts up my accounts for download when I have taken the Advanced Options > Direct Connect path (except when I had mistakenly clicked on the 2nd Advanced Options as shown in the 3rd picture in my last post). Instead, it has always simply completed the setup within Quicken (no browser website involved at all). So, assuming your are following the steps I spelled out in my last post to the letter, then there is something really weird occurring with your Quicken installation.

And just keep in mind that when doing download setups: If you are pushed to the online login in your browser, it will set you up with EWC+….never with DC or EWC.

Out of curiosity, when you did a test bill pay within Quicken, after entering it and doing OSU, did the transaction then show a lightning bolt in the Check # field? If not, it means that there was no bill pay command sent to PNC. It was simply a manually entered transaction like what might be done with an EWC+ connection.

If you did see the lightning bolt in the Check # field, did you cancel the bill payment before you changed the connection to EWC+? If not, PNC still has your bill payment scheduled and there is no way to now cancel that other than by calling in to PNC and requesting them to do it from their end.

The disadvantages, IMO, with having an EWC+ connection instead of a DC connection are as follows:

Bank Bill Pay is not an available feature. But you can still do bill pay from your online account or you can use Quicken's optional Bill Manager Check Pay service. Or you can set up the bill pays in your biller's online account so the payment is pulled by the billers from PNC instead of being pushed from PNC to the biller (this is what I do with most of my bills since I pay all of my utilities, insurance and credit card bills in full each month which makes setting up a recurring autopay process just a 1X occurrence).
Posted transactions will often download 12-24 hrs earlier with DC than they will with EWC+.
During OSU, my DC connections generally complete updating all 9 of my DC accounts with 2 FIs in just 15-20 seconds. The entire OSU process for all accounts takes 90-120 seconds meaning that my 10 EWC and EWC+ accounts take about 45-180 seconds. So DC is much faster to complete OSU but the time to complete OSU for EWC and EWC+ is not, IMO, too bad.
EWC+ offers Pending Transactions downloads. DC does not. Pending Transactions can be helpful but adding Pending Transactions downloads into the Account Register has a history of sometimes being problematic by adversely affecting the Register balance resulting in it not matching the Online Balance or the Online Balance sometimes including Pending Transactions amounts which should not be happening. These issues, when they occur, can be manually fixed but it can be time consuming to identify and resolve.
In a test file, I have PNC set up with EWC+ for one checking account and two savings accounts. It generally works OK but every once in a while (maybe 1-2 times every 2-3 wks) there will be a couple of transactions that do not download. When this happens I need to manually enter those transactions because they will not download in the future.

In general, EWC+ works very well for me so I don't have any concerns about EWC+ in general. It's just that EWC+ with PNC (and with Fidelity) has been, IMO, problematic and unreliable so I will stay with DC with them unless and until I am forced to transition to EWC+.

BTW, when switching connection methods, sometimes there will be some transactions that do not download during that process. When that happens, especially if it is just a few transactions, it is generally best to manually enter the missing transactions and be done with it. If those missing transaction do actually download in the future they can be matched to the manually entered transactions….just don't hold your breath waiting for them to download because it is more likely that they will not.

kebrein

I was definitely connected via DC because it showed DC as connection type on the Account List and I had all the Quicken Bill Pay options available to me that don’t show now with my EWC+ Connection. Note that this was after doing “Add Account” and specifically selecting PNC DC. When I ended up deactivating the accounts’ online connection and trying to reconnect is when it ended up as EWC+, even though it showed connecting to PNC DC.

I cancelled / deleted the test payment I had set up ($1 check to go to my daughter) before it was sent. It was for a payment one week out so it just showed “send” or something like that to reflect it hadn’t gone out yet, so I don’t think it had the lightening bolt and it wasn’t showing in PNC online.

I’ve had some of the issues you described with pending transactions, so plan to turn that off in any case. Based on the earlier and faster update times you described, I plan to give DC one more chance! I will deactivate the current online connections and then go through the “Add New Account” approach to ensure it is PNC DC, and will then link to my existing accounts. That is what I did when I first established DC connections so suspect that will work. If I experience the missed transactions again, I’ll switch back to EWC+ without the pending transactions feature.

Thank you for all the help you have provided!

kebrein

https://community.quicken.com/profile/Boatnmaniac - Confirmed you were right on one issue but more strange behavior on another. It is going to take a call to PNC for me to resolve this last issue.

You were correct in that by going to PNC to validate, it was redirecting me to EWC+. I was using an old PNC DC pin (they made me change it recently) so since that didn't match Quicken sent me to PNC with my login info which then resulted in an EWC+ connection. When I did the Add Account with correct PNC pin, it established a DC connection which I've verified from the Account List view. However, under Online Manager it is only giving me the PNC Quicken Bill Pay option with my daughter's account (I'm joint owner). My primary checking account is not showing up as an option so will have to call PNC and find out why??

FYI - I did get a few missed transactions when I made the switch as you predicted. Added those manually and manually changed them to "Reconciled" status. All balances are correct but will need to wait a few days and see if future downloads have any missing transactions now that I am back on DC again.

kebrein

https://community.quicken.com/profile/Boatnmaniac - Not sure if you are interested in continuing updates or not, but since you've provided so much help so far I feel obligated to share! 🙂 Here is the latest following my phone call today with PNC Tier 3 online banking support.

DC connection was not pulling in new transactions even though they showed me connected correctly.
We created a test Quicken file and DC worked fine and successfully pulled in the new transactions. Tier 3 said that indicated it was a Quicken file issue, not PNC DC issue, ….which makes sense.
Even on the test file though, the "Payments" tab on Online Center only had one of my two checking accounts showing in the drop down box. Tier 3 support said that is something PNC can create a case for and correct (so it should work for me once my Quicken corrupted file issue is resolved)
PNC Tier 3 support person strongly encouraged me to get the DC connection up and using it vs EWC+. She said they have much more reliability, confidence and satisfaction in the DC method with Quicken.

Boatnmaniac

https://community.quicken.com/discussion/comment/20459974#Comment_20459974

Thanks for posting this. I agree with the PNC Tier 3 that #1 and #2 indicate you might have some corruption in your data file. You might want to review my post in a Citi thread at the following link: Costco Citi Visa Bank Card fails to connect to Citi bank account. In there I provided some steps that could be taken that might fix a file or account corruption issue.

Regarding #3: Glad to hear that PNC thinks that is an issue they can fix from their end.

Regarding #4: Glad to hear that PNC's Tier 3 also agrees with what I and others have posted regarding the superiority of DC over EWC+. I encounter very few issues with DC (almost never)….not just with PNC but with every financial institution (other that Citi). With PNC, I have my accounts set up in 2 different test files with different PNC EWC+ connection setups and they are not very reliable nor trouble-free. (In all fairness, I have EWC+ set up with other financial institutions that has been very reliable so that indicates to me that EWC+ is not the issue so much as it has something to do with the interface between the financial institution and the aggregator.)

kebrein

After my last post, I saved a backup Quicken file and then tried the File Validate and Repair on the primary file. It seems to have fixed the issues, except for #3 which PNC has opened a case to address!

I tried a Quicken PNC transfer between PNC accounts and it shows as sent, so that is a good sign. I haven't seen it in PNC yet, but suspect it will show up by Monday. One Step Update did produce transactions that were not coming through prior to the File Validate step.