Fidelity Accounts not updating properly

smeisel1

About 2 weeks ago I started getting erroneous data downloaded from my Fidelity accounts. (a basic money market account and a couple of IRAs). Basically, in my money market fund it would show transactions but the balance would be zero. In my IRA it would show transactions but redemption of shares got dumped into "cash" which inflated the portfolio value in Quicken.

The technical support people at Quicken had me contact Fidelity; I did so twice and both times they assured me that they made zero changes to the files or security protocols. They confirmed this with their own development team.

Quicken had me manually enter the adjustments to make the balances correct. That worked for one day until I did another one-step update and the errors reappeared.

Spent multiple, multiple hours on the phone with Quicken technical support who interfaced with their development team. Shared the screen and sent multiple log files. They eventually stumbled on a Hobson's choice "solution" which was to change the connection type from Direct connect to Quicken connect. Now my balances are accurate but there are no transactions showing; they say Quicken connect is designed to be simple so only reflects balances and does not download transactions. So I can either have my balances show up accurately or see my transactions. But I cannot have both. One especially unhelpful suggestion was to create a second Quicken file: one with transactions and the other with balances!

I escalated this problem to the highest level of Quicken (George Lopez). He promised that they would continue to keep the ticket open but unless there are lots more people reporting the same problem they would not issue an alert. He said he "hoped" the problem would be resolved in the coming weeks but as an old mentor of mine once taught me "Hope is great. But hope is not a plan."

Again, this problem did not exist until about 2 weeks ago. Something changed and it is almost certainly on Quicken's end.

Quicken Kristina

Hello @smeisel1,

Thank you for sharing your experience. I reviewed your contacts with Support and can see that they determined the issue you're encountering is a known issue (ticket number for the known issue is CTP-13114). The recommendation of using Quicken Connect/Simple Investment tracking is a work around to avoid the incorrect balance issue while waiting for the problem to be fixed.

Thank you!

(CTP-13114)

smeisel1

Yes, that is their recommendation. That option gives me the correct balances but does not provide transaction details, thereby making budgeting impossible. It's not a real option.

Quicken Kristina

Thank you for your reply,

If using Simple tracking isn't a viable work around for you, another option is to backup your Quicken file, deactivate the problem accounts, and update them manually while waiting for the known issue to be fixed.

Thank you!

smeisel1

[Removed - Violation of Community Guidelines]

Quicken Kristina

Thank you for your reply,

I know it's frustrating when a part of the program you rely on isn't working correctly. The issue has already reported and is being worked on.

Thank you!

smeisel1

Im sorry, but updating accounts manually is not a viable option. it's the equivalent of managing my finances via an Excel spreadsheet.

Until this is resolved, I am left with the ability to download my transactions or have Quicken display an accurate account balance but not both. I have yet to hear an option that will allow me to use the software as it is intended and as it has functioned for years.