Chase banking issue Ticket #11412545/CTP-11394

This issue is not resolved. I tried contacting support yesterday at Quicken because the Chase checking balance included the pending transactions and then it included them again, so I was off double, but they transactions were not included in the register.
I was told to restore to a prior version of my files. So I did and guess what? My bank reconciliation is still wrong and it's still due to the pending transactions that are being included in the Chase balance but not in the register. Then it counts them again. I am once again off double the total of the pending transactions.
Some support - it was a known issue!
I have cancelled my subscription renewal which amazingly was due today. I have used Quicken for close to 30 years, so I may go back to pen and paper for a while until I figure out what other options there are. My stuff is not that complicated.
Answers
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Hello @dsusiejames,
Thank you for coming to the Community to let us know you're still experiencing this issue! To investigate this issue, we do need additional information. Please provide screenshots of the incorrect online balance showing in your Quicken account register(s) and of the correct balance, as it displays on Chase's website (please redact any personal information). If needed, please refer to this Community FAQ for instructions on how to attach a screenshot. Alternatively, you can also drag and drop screenshots to your response if you are not given the option to add attachments.
Additionally, please navigate to Help>Report a Problem and send a problem report with log files attached. If you're not comfortable posting the screenshots in this discussion, please include them with the problem report. Note: Problem reports have a maximum of 10 attachments. If adding the screenshots exceeds that limit, please use a 2nd problem report to send them.
You mentioned that you contacted Quicken Support about this issue. Did they give you a ticket number?
I look forward to your reply!
(CBT-541)
Quicken Kristina
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I did not get a ticket from Support - I was chatting with them and they told me to restore a prior version of my file. I wish I had taken a screen shot of the chat. I was not happy with the lack of response. Also, it was not a very good answer in my opinion - especially when there was a known issue.
I have a screen shot of the bank reconciliation which shows that it is off $1,010.41, which is the sum of the pending items at the time. Then when you look at the bottom of actual register, it reflects a balance that was not correct either. Interestingly enough, the difference between the current balance and the "online" balance is - $2,020.82. That is exactly double of what the bank reconciliation reflects - $1,010.41*2=$2,020.82. I didn't take a screen shot of my bank balance and I can't recreate it. I am pretty sure that it equaled the cleared balance as reflected on the bank account and the only differences were the outstanding items.
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I also am not sure what you mean by log files. I tried the report a problem before and that is how I ended up chatting. If I am not navigating correctly. please let me know.
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Thank you for your reply,
To report a problem, in your Quicken program, go to Help>Report a Problem.
That should bring up a problem report window. You will need to click on the dropdown to select a category. The log files should be pre-selected.
Once you select a category (Bank download/Transaction Errors would be the most fitting category for this issue), the Send to Quicken button at the bottom right should light up.
Click Send to Quicken and it will send the report. Once it finishes, you should see a confirmation window with a close button. Click the close button to dismiss that window.
I hope this helps!
Quicken Kristina
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Thanks! You've been very helpful.
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Thank you for the follow-up,
Thank you for sending the logs. I added the screenshots you posted and the logs you sent to the ticket.
Thank you!
(CBT-541)
Quicken Kristina
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