My MassMutual Annuity Balance is now zero

Michael Heady

It had been tracking accurately to the surrender value on the website but sometime in the past couple of weeks it went to zero. The website still shows the correct value. Any thoughts would be appreciated.

Tom Young

It seems like the first thing to do is to determine when it went to zero and why?

Do you have this Account setup for Complete tracking, showing Positions and Transactions (which is sorta hinted at with that "tracking accurately" statement) or Simple tracking? If the Account is using Complete there should be an entry that you can see that set the balance to zero but if you're using Simple tracking it would suddenly go to $0 without you knowing why that happened.

If you are using Simple tracking then that suggests some error in the "feed" as Quicken doesn't make transaction entries in these Accounts, it just accepts the balances as reported by the Financial Institution. If your account at the MassMutual site continues to show a balance in that account then there's a couple of possible explanations, but the most likely is that there's some error in the downloads. That would need to be fixed by Quicken, so getting in touch with Official Quicken Support would be required.

Michael Heady

Thank you for taking time to answer this. It went to a zero balance on or about September 9th. Today when I was downloading transactions I was notified that the account had been either closed or disconnected from Quicken and took me through a reconnect. That appeared to be successful yet the balance is still zero. I then manually disconnected and reconnected the account with the same result. I will push this along to Quicken Support.