Citi Double Cash Card Issue

System
System Member admin
edited November 18 in Download, Add/Update Accounts (Windows)

This discussion was created from comments split from:

Tagged:

Comments

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod
    edited November 18

    Hello @Elmo Deek,

    To assist with this issue, please provide more information. Which connection option are you using when connecting your Citi Double Cash card to Citi (Citibank, Citi Cards, etc.)? How is the balance you're seeing in Quicken incorrect? Are there any pending transactions? If there are, is the difference in the balances explained by those pending transactions?

    I look forward to your reply!

    Quicken Kristina

    Make sure to sign up for the email digest to see a round up of your top posts.

  • Elmo Deek
    Elmo Deek Member ✭✭
    edited November 18

    Connecting with Express Web Connect+. The differences are not the same every time. There seems to be no correlation between actual balance as shown on Citi Website and what Quicken shows as the downloaded balance. However, the running balance in Quicken does match the balance shown on the website. There are pending transactions and they've all been entered into Quicken. Once again there are no correlations between the downloaded balance and the cleared running balance in Quicken. FYI I spent 1.5hrs on the phone with John, a Quicken representative. There is a Quicken Ticket #11385615. He thought it would be a good idea to post this to see if the problem should be escalated to a known issue.

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod
    edited November 18

    Thank you for your reply,

    Based on the information provided, it sounds like this is either an issue with the financial institution sending an incorrect online balance for that account or it's a file specific issue.

    To test for a file specific issue, please backup your Quicken file, deactivate the problem account, then go to Tools>Add Account, and add the account as a new account rather than linking to the existing. Once you've added the problem account as a new account, check to see if the online balance for that account is correct.

    Thank you!

    Quicken Kristina

    Make sure to sign up for the email digest to see a round up of your top posts.

  • Elmo Deek
    Elmo Deek Member ✭✭

    I tried this and the new account has the correct online balance. But that balance does not match the running total that is shown in the running balance.

    Additionally, for some reason the old account which was deactivated, is messed up in that previously reconciled entries are no longer cleared and and ironically, the running balance shown matches the correct online balance shown in the new account! Furthermore, the new account only downloaded 2 years worth of data instead of 7+ years of data that already existed in the old account. Finally, I'm not in the mood to categorize all the new old data that was just downloaded. This doesn't seem like a practical solution although it did accomplish what you wanted to find out and that is the online balance does have the correct balance as shown on the website. What's next?? Thanks

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Thank you for your reply,

    Based on those results, it sounds like this may be a file-specific problem. To start troubleshooting this, I suggest that you try validating and/or super validating your data file.  Please save a backup file prior to performing these steps. 

    Validate: 

    1. File
    2. Validate and Repair File...
    3. Validate File
    4. Click OK
    5. Close the Data Log
    6. Close Quicken (leave it closed for at least 5 secs)
    7. Reopen Quicken and see if the issue persists.

    If the issue persists, proceed to Super Validate. If the issue is resolved after performing validation, then please disregard the instructions to Super Validate. 

    Super Validate:

    1. File
    2. Hold CTRL + Shift and click Validate and Repair File...
    3. Super Validate File
    4. Click OK
    5. Close the Data Log
    6. Close Quicken (leave it closed for at least 5 secs)
    7. Reopen Quicken and see if the issue persists. 

    Please let me know how it goes!

    Quicken Kristina

    Make sure to sign up for the email digest to see a round up of your top posts.

  • Elmo Deek
    Elmo Deek Member ✭✭

    Kristina. I got some very interesting results after the validate procedure. First, I had to re-activate the account. After that, the downloaded balance and register balance were finally in agreement. However, the balance $11,351.00 is off by a pending charge of $35.18. In other words, the correct website balance is $11,386.18 with the $35.18 still pending. This has to be more than a co-incidence because I've seen similar differences previously. Do you think the Super Validate might fix the problem? Should I try it? Thanks again.

  • Elmo Deek
    Elmo Deek Member ✭✭

    Here is a screenshot from Citi's website

    Screenshot 2024-11-19 Cropped.PNG

  • Elmo Deek
    Elmo Deek Member ✭✭

    Super validating the file enabled Quicken to finally show the correct online balance as shown on the website. However, the running total in quicken is still off by the $35.18. Now what? Thanks

Categories