Citi Wealth Investments unable to communicate with Quicken
Answers
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I just have a simple question that i would love a simple answer to. Did Citi change something that caused what was working to no longer be working? It should be yes or no.
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Quicken, I don't think you understand the frustration regarding this ongoing issue that has been unresolved for weeks. This is functionality that was previously working and is now failing, affecting customers who rely on your product. Despite the extended duration of this issue, there has been no meaningful resolution, and it seems that the necessary urgency has not been applied.
From my experience in the software industry, when issues like this arise, it is typically an "all hands on deck" situation. It would be expected for your team to prioritize this problem, even during the holiday season, and work tirelessly until a solution is found. While I understand that Citi is also involved, Quicken should be fully capable of collaborating with them to ensure a correct resolution and provide clear, proactive communication to your customers.
Additionally, given the repeated failed interactions, I believe compensation for affected customers is warranted.
As a long-time user dating back to DOS Quicken 8, I regret to inform you that I am now in the process of moving off your software.
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Noted: my renewal came up while this was going on, and I was able to negotiate a 40% discount by calling support and explaining what was going on here.
Also - whatever is happening here, it was most definitely not Quicken's fault that it started. Citibank has proven themselves more than capable of making changes that degrade Quicken functionality without rhyme or reason. But the fact that it has gone on as long as it has, with no real feedback as to resolution other than a genuinely frustrating insistence that it is "resolved" when it most definitely isn't, that's all on Quicken, and leaving a pretty bad taste in my mouth…
@ssquick what are you moving to?
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[Removed - Off Topic/No Soliciting]
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I'd love to see an update on this issue. We are now over a month since it was reported. A status updated is certainly warranted.
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[Removed - Off Topic] Quicken has the detailed transaction listing that I like and use the reports —- unfortunately it is pretty much useless to me now since most of my funds are with Citi.
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There is no issue logging into the Citi Personal Wealth page so I don't understand why accounts cannot be updated in Quicken..
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Still no update after all this time? Just failed, again.
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from another post at appears the issue is on the Citi side and will not be resolved till 1Q 2025. Let’s see what happens. My citi bank and cc are linked and downloading. I’m manually entering transactions for the investment account.
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Any news here? New year, same problem!
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I posted that this issue will not be resolved until 1Q 2025. I also just received notification that Citibank had been hacked but that "the actor did not access your brokerage account directly and was not able to perform any actions in your account." This may account for some of the delay in resolution of our problem. With all the usual year end activity, it is a giant nuisance to try to manually download transactions.
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My wife & I also got the NOTICE OF SECURITY INCIDENT on 12/17/2024 from Citigroup Global Markets Inc (CGMI).
"Your credentials appear to have been obtained outside of CGMI possibly from a location or site where you used them for similar or other purposes."
Since my Username and PW were unique to CGMI, the notice is blaming the customer for the security breach. Not a good way to build trust with a long time Citigold client. That's why we keep most of our financial assets elsewhere.
I've scanned the body of the document to share. Agree with cruciverbalist that this might explain why we can't connect to our investment accounts.
Dear XXXX XXXX,
On behalf of Citigroup Global Markets Inc. (CGMI), we are writing to inform you about a recent incident that involved your personal information.
WHAT HAPPENED
We recently discovered that an unknown person posing as your service provider used your User ID and Password ("username and password") for the NetXInvestor® web site at Pershing LLC ("NetX") to temporarily access NetX to acquire limited information about your CGMI brokerage account. Your credentials appear to have been obtained outside of CGMI possibly from a location or site where you used them for similar or other purposes. Limited brokerage account information was temporarily accessed through the NetX site before Pershing terminated the connection. The actor did not access your brokerage account directly and was not able to perform any actions in your account.
We take the security of your personal information very seriously. You should promptly change the username and password for the NetX site and anywhere else you might use them. As a measure of caution, we have arranged for you, at your option, to enroll in a credit monitoring service described below. We also want to apologize for any inconvenience this may cause you.
WHAT INFORMATION WAS INVOLVED
Through our investigation, we have determined that the unauthorized actor using your username and password acquired temporary access to limited information about your brokerage account on or about 11/1/2024 that included your account number, certain balance, position, and transaction information.
WHAT WE ARE DOING
We initiated an investigation as soon as we learned of these issues to assess and remediate the incident and limit its effect on you. We continue to use ongoing measures to protect your account and personal information. As you may know, the service used to connect NetX to your external service provider has been disabled by Pershing at our request.
WHAT YOU CAN DO
As a precaution, you should change your NetX username and password for your account. The credentials must be reset by you. You can reset your credentials online by following the prompts at https://investments.citi.com or by contacting us through your account representative or at the Citi contact number below. We also strongly recommend that you promptly cancel and change that username and password anywhere else you might be using them.
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Regarding the Citi breach - this has been unfolding since Summer of 2024 and I don’t believe has anything to do with the current issues with Quicken/Citi connection. Unless there is some verified reason that it does, can we please not conflate the issues?
The bottom line is the connection broke as of November 2024. As stated by others this is also when Citi ‘updated’ their site and the link shows a different link as well. Whether the ‘break’ is Citi or Quicken it needs to be resolved.I have my renewal coming up mid-January and will be calling as this (+ the Nordstrom connection that is broken) impacts 90% of my usage.
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Anybody else having trouble with the Pershing method now? I reset my password at the website out of an abundance of caution based on the above notices of a data breach, and now despite updating the password in Quicken, I can no longer connect. I deactivated the accounts, and tried to reactivate, and now I'm getting the same "It's not your fault" error I get with Citi Personal Wealth Management method. I can definitely login at the https://investments-citi.netxinvestor.com/ site with the new password - no issues there, so the new password seems to be fine.
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On 1/6/2025 Quicken Kristina marked an ongoing issue (Windows Crashing during online backup registration) from 10/15/2024 as resolved.
Hopefully this downloading issue will be resolved soon as well. Its been quite a long time Quicken.
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Called Quicken today as my renewal is due later this month. No end / ETA in site. Got a ticket # and discussion documented and will be working on a discount for my renewal if I do.
I understand these things happen, and there are 2 sides to any connection, so Citi (and apparently Nordstrom broke as well) have a stake, but it doesn't appear other services have the same challenges —- maybe due to the level of transaction detail Quicken obtains (which I want/need) vs others which may just account scrape a balance.
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Add me on to this as affected as well. Also I get permission denied when I try to link to follow the active alert. This happened to me last time there was an issue as well.
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I have had the issue for at least two months.
Who at Citibank is working on solving it. It is time to balance my accounts and I cannot download the transactons.
HELP!!
Thank you.
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Hello All,
Thank you for your continued support and patience as we work through this issue!
-Quicken Jasmine
Make sure to sign up for the email digest to see a round-up of your top posts.
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Respectfully, Jasmine - and know this isn’t in your control. The “non-answers” aren’t helpful. Saying “we hear you and are working on it” by Intuit is a bit insulting. What I would expect - and what my teams are held to - would be:
- what exactly is being looked into
- Which teams - Quicken and Citi - are engaged
- The next “real” update on progress and steps to resolve.
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Good Afternoon,
I would like to add that I am also still affected. I understand that this issue is still being troubleshoot. I wanted to ensure that quicken is able to accurately see the folks who are affected by this loss of functionality. I look forward to the resolution, and any updates on timelines would be greatly apreciated.
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I wrote to the CEO of Quicken and Citigroup. I was immediately contacted by a representative of the Quicken CEO who informed me that they are at the mercy of Citigroup to prioritize this. I have informed Citigroup they have until January 31st to fix this, at which time, I will be ending my 30 year relationship with them and proceeding to find a new bank that works with Quicken and prioritizes their private wealth clients. I was advised they will update me on January 28th. In the meantime, I've begun looking for new banking partner because I'm not optimistic.
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I just sent a note to my Citi wealth advisor contact as well - with a link to this thread - to see if he is aware (likely not) or at least can try to see what / who is working on in their side. At this point, I’d encourage others to do the same.
I will say - I won’t end my relationship with Citi over this - but Quicken will be the loss if I need to decide. I’m vested by history in both and neither are easy to replace, but my financial institution and advisors weigh more heavily.
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just the opposite for me… Citibank advisors and Citibank in general is overpriced in everything and could care less regarding their customers! I have three other financial advisors firms that have reasonable rates and all work very well with Quicken.
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I sent a note to my Citi wealth advisor nearly a month ago (December 28th exactly) asking about this issue. No reply or even acknowledgment. I should also note that my Quicken subscription is due up for renewal in about a month.
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After several conversations/complaints with my Citi Wealth Advisor and pulling one account, I finally got a letter that has some actual substance to it and doesn't appear to be written by AI.
Paraphrasing the letter, it states that the download feature used to link Quicken is a known issue and that the estimated time for restoration is the end of January 2025.
Not that I'm totally optimistic that the time frame will be accurate, but at least it acknowledges the issue and gives a projected restore date.
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Thanks for the info @GaryB1. There had been a previous post that said Q1 2025, with no indication whether the issue was on the Quicken or Citi side, but this is more promising.
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So the Office of the CEO at Citigroup just answered my letter after a month indicating simply that I should call Quicken technical support. Not only am I changing banks, I'm referring this entire matter to the Wall Street Journal in hopes that they write an article about this two month outage that is frustrating clients in that it results in enough embarassment to both companies that both CEOs pick up the phone, talk to one another and prioritize a solution. Hopefully the WSJ picks up the story.
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It is already February 5. I am still unable to connect. What happened to by end of January?
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I spoke with a representative at Citibank today. He was familiar with the issue and said he had seen no updates since December, when the estimated time to fix was given as end of January. He also said a few things that I hadn't heard before when I asked if the issue was on the Quicken side or the Citibank side. He said Citibank had received a large number of incorrect login requests from Quicken. At one point he characterized these login requests as 'inadvertent' and at another point he said Quicken denied that the login requests came from Quicken. From this I speculate that either Quicken had/has a bug in their software, or a bad actor was using the Quicken link to try to hack into accounts. As a result, Citibank shut down the link to Quicken and the two sides have yet to work things out to get it reestablished.
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