Problem when my account changed from Alight to Fidelity NetBenefits

lliefveld

My Capital Group retirement account had been managed by Alight. It recently changed to be managed by Fidelity NetBenefits. Here's what I did - and now I think I'm totally SOL. Hope someone can help.

First, I looked on the Fidelity website to see if they had any info on how to set up their account in Quicken. There was zero information, except it said you could go to the Transaction History and download from there. But still there was no info on how to set it up in Quicken.

I went to the account details, deactivated the online update. Then I set it up again as Fidelity NetBenefits, with my username and password. When it asked whether I wanted to set up a new account in Quicken or use an existing account, I said 'existing account', and linked it to the Quicken account for my Retirement fund. When it went to download, it said it would download 36 days. I had previously only downloaded up to 12/31/2024. I wasn't happy that I would have to manually enter the transactions from 12/31/2024 to May 2025, but I know weird things happen with conversions.

Well, things went from bad to worse. First of all, it appears that ALL of my previous history in Quicken for that account has been wiped out! That is definitely NOT what I expected to happen. Not only that, but my actual CURRENT Retirement Fund balance was entered as the 'Opening Cash Balance', and then the transactions from Fidelity loaded in on top of that, and somehow that made my Quicken balance be DOUBLE what it should be, because the existing 'balances' came in as 'Added' transactions.

Even worse yet, Quicken automatically saves what you are doing, so I don't even know how to undo the whole thing.

So…..

1. Is there a way I can undo what has just happened? I really don't want to lose all of the previous transactions.
2. I don't want to manually update from the Fidelity website all the time, and would like to be able to set up the automatic update. Clearly, to link it to the existing account was the 'wrong' thing to do. But I don't want to have a separate account to track the transactions coming from Fidelity.
3. If I do manage to undo what I've done (maybe from one of the backups.. if they got created??), the how do I change the Update function from Alight to Fidelity so it doesn't wipe out everything, and just adds the REAL transactions from Fidelity (not all that stuff that comes in as 'Added').

OK - update to this discussion. I see there is a 'back' button now in Quicken. I clicked on it, and yippee, a window with my previous account transactions is showing. But now I see two accounts in Quicken for my retirement fund: My old account with my old (12/31/2024) balance, and the 'new' Fidelity account with the balance doubled.

I 'think' I can just delete the 'new' account, and the old account will still be there.??? At this point, I really don't want to do something that will make things even worse. If that is 'ok', that answers question #1, ,above.. and I only need answers to my questions #1 and #2.

CaliQkn

@lliefveld do you have a good backup of your retirement account from right before you started this change on Quicken? I think you need to go back are restore a good backup and start over.

1. Restore a good backup of your Capital Group retirement account with Alight Solutions.
2. Update and reconcile your Capital Group retirement account with Alight Solutions up to the conversion date (May 2025) with Fidelity NetBenefits.
3. After the Capital Group retirement account with Alight Solutions is reconciled as of conversion date, deactivate online services, and blank out FI Name account and Account Number on the General tab.
4. Reactivate Capital Group retirement account online services with Fidelity NetBenefits.

These steps are high level, but give you an idea of what needs to be done. The important thing is to get the retirement account updated and reconciled to conversion date.

lliefveld

I'm not sure that I can even access Alight Solutions any more. I got an email saying the conversion is complete. But I will try that.

But my other concern is that when I deactivated online services, blanked out the name and account number on the General tab and tried to reactivate the online services with Fidelity, that's when it wiped out the entire transactions in Quicken and REPLACED them with just the transactions that occurred on the Fidelity system.

CaliQkn

@lliefveld -

But my other concern is that when I deactivated online services, blanked out the name and account number on the General tab and tried to reactivate the online services with Fidelity, that's when it wiped out the entire transactions in Quicken and REPLACED them with just the transactions that occurred on the Fidelity system.

This should not happen. When you reactivate with Fidelity NetBenefits, you need to make sure to LINK with the retirement account set up in Quicken. This should have been a part of step #4. Sorry I left that part out.

I think what happened is that you created a new Fidelity account, and your "old" retirement account should be still there.

CaliQkn

@lliefveld there is no issue with having a separate retirement account for Fidelity NetBenefits. Thinking about it, this might be a better solution since your Alight Solutions retirement account has not be updated or reconciled since 12/31/2024.

Hopefully you still have access to Alight Solutions so you can get that "old" retirement account updated.