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RBC credit card download issue?

Microfiche

Anyone have issues with downloading credit card transactions?

I couldn't figure out at the start what was happening, it showed the account was WAY out of balance. After checking the downloaded files, it looks like maybe they screwed something up in programming and the <LEDGERBAL><BALAMT> is being exported as positive rather than negative? i.e. It is showing as if they owe me the balance rather than the other way around.

I restored from backup and tried again, but same thing. That's when I looked at the QFX file.

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Quicken Anja

Hello @Microfiche,

Thank you for sharing these details—especially inspecting the QFX file. Since the <LEDGERBAL><BALAMT> field is coming through with the incorrect sign in the QFX itself, that confirms the issue is on the financial institution’s side. QFX files are generated and provided directly by the financial institution, and Quicken only reads and imports the data we’re given.

Because of that, the best next step is to contact RBC support and report the incorrect ledger balance formatting in the QFX export so they can correct it on their end.

If you’d like, you can reference what you found (positive vs. negative balance in <BALAMT>) when you reach out, as that will help them pinpoint the issue faster.

Feel free to update the thread if you receive any new information—it may help others who are seeing the same behavior.

Thank you!

GordW

I have a similar issue with Quicken for Mac. When downloading and importing the .qfx file I end up with the last 30 days worth of transactions being duplicated.
I called RBC and spoke to someone and while she was not aware of the issue, she spoke to her Level 2 support, who explained it has to do with the major change to the downloads section they implemented last week. RBC say they are aware of the issue and are working to resolve. No ETA on when things will be resolved.
Sounds all too familiar…. do a major update then try and fix what was broken during the update. Isn't that what beta testing is for? Grrr.

dougsmith

Same issue here with RBC. Keep getting duplicates and positive/negative balance issues during reconciliation.

Quicken Anja

https://community.quicken.com/discussion/comment/20520360#Comment_20520360

Hello @GordW,

Thank you for sharing these details. It’s very helpful to know that RBC Level 2 support has confirmed the issue on their end following the recent updates to their downloads system, and that they are actively working on a fix.

We appreciate you taking the time to reach out to RBC and reporting back here, as it will help other users experiencing the same behavior to be informed.

Thank you!

FunkeyLG

Thank you THANK YOU! So much trouble shooting and hair-pulling going on here over the past week (Why, why, WHY is this happening?!). Glad I found that others are having the same problem and sure hope RBC sorts this out soon - I just downloaded my RBC Mastercard data and am STILL getting all the transactions dating back to October 9th. I will try again next week.

If someone discovers that the problem has been resolved please post it here :)

Quicken user since 1992!!

GordW

When I spoke to RBC support, they advised a workaround about the duplicate transactions is to filter the date of the transactions which would only download the date range of unreconciled transactions. That almost worked, but there was still a transaction added at the end to incorrectly adjust the balance to a positive value (bank owes me money). Easy enough to delete that single adjustment transaction, but not ideal.
The step I have added is to edit the .qfx file in Excel and change the <LEDGERBAL><BALAMT> and <AVAILBAL><BALAMT> to negative numbers. I am then able to successfully import the .qfx file into Quicken.
I'll be keeping opening the download file prior to importing into Quicken and once I see that RBC has corrected the <LEDGERBAL><BALAMT> and <AVAILBAL><BALAMT>, I'll know things should be back to normal. Or, at least mostly back to normal. I'll have to see about the date range to avoid duplicate transactions.

SidToll

I am also having the same issues since RBC changed their website — the balance amount has the wrong sign and the downloads contain already downloaded transactions for credit cards. I spoke with someone from RBC today. She was not aware of either issue. Regarding the already downloaded transactions she claimed I now had to filter the transactions by date. She did, however, forward both issues to their technical support people. I sure hope they correct both issues quickly. By the way, the same issue with the wrong sign on the balance amount has existed for several years with PC Financial who claim it is not an issue.

Quicken Anja

Hello @FunkeyLG & @GordW,

Thank you both for the updates and sharing experiences, and @GordW thanks for sharing your workaround while RBC continues working through this on their end. That info about adjusting fields and limiting date ranges will likely be very helpful for others following this thread.

Please keep us posted if you notice any changes or signs that RBC has resolved the issue—that insight helps the broader community stay informed.

Thank you!

Polyian

I too have this annoying problem. My temp fix is as above, filter dates and then edit the downloaded file in notepad to insert a minus sign on the balance amount. This has been going on over a week and is a PITA. I appreciate that this was reported as it saves me a call and Q wait.

Quicken Anja

Hello @Polyian,

Thanks for sharing your experience!

Hopefully, RBC will resolve these issues soon so everyone can return to normal downloads.

Thank you!

Microfiche

Back from 2 weeks away and I see RBC has done nothing. 🤬
I have a hearing impairment so trying to get in touch with most support lines is useless, and most corporations have removed email contact options. I tried their secure messaging, but believe I just got a dumbbot.

Hopefully everyone else affected is keeping pressure on RBC. What a PITA.

I can edit the QFX, but that means I also have to first remove the association in Windows for QFX files so they open in Quicken automatically, thus adding an extra step for ALL other banking transaction downloads.

Arctic Hare

Unfortunately, it sometimes takes the banks months to resolve issues like this. Hopefully, it won't that long in this case.

Microfiche

I argued my way into getting an email address for a Level 2 support person at RBC and emailed her the relevant details. Fingers crossed.

Quicken Anja

@Microfiche Thanks for sharing the update! Hopefully, having a direct Level 2 contact will help get the issue addressed faster.

Fingers crossed that they respond and are able to resolve this soon. Please keep us posted on any updates.

Thank you!

FunkeyLG

Here is a NEW problem related to all of this. I tried again to download my RBC Mastercard transactions the other day to see if the 2 problems have been fixed (they have not), but this time RBC changed the currency on my account from CAD to USD !! I cannot edit the account currency from within Quicken back to CAD and when I want to transfer funds from my bank account to the RBC Mastercard account it wants to convert CAD to USD.

Did this happen to anyone else or am I just cursed?

😩

Paul603

I have the same problems as above including (1) the wrong sign of balance (2) downloading 30 days worth of transaction and (3) changing the currency of my VISA account (GDP in my case and I assume that it was because one of the purchase was in GDP)

With regard with the change of currency I was not able to revert the account to CAD and I had to use the backup file from the day before and re-enter manually the data for the missing day (and using manual reconciliation afterwards)

Microfiche

https://community.quicken.com/discussion/comment/20523767#Comment_20523767

Fingers getting sore from being crossed so long.
Have heard nothing. Perhaps it is a dead email created for this purpose.
Unfortunately, that wouldn't shock me.

So now I can't auto-import ANY of my banks transactions on download because I have to download and edit the RBC one to fix it first. What a clown show over there. 🤬

sjb

@Quicken Anja , since everyone is paying Quicken for these bank connections, shouldn't there be some kind of QA process between Quicken and the various financial institutions to make sure this kind of thing (RBC error) doesn't happen and/or gets fixed without all the customers having to figure out the problem?

Arctic Hare

https://community.quicken.com/discussion/comment/20525078#Comment_20525078

The method you can use to "revert" the account to the proper currency is to:

Create a backup of your file.
Create a brand new account (not a new file, but a new credit card account)
Ensure the currency of the New Account is correctly set.
Use the "Move Transaction" function and Select All transactions in the old account and Move them to the New Account
The above normally works seamlessly, but if you have a very large number of transactions you might have to do it in batches.
Normally, all the transfers get realigned correctly, but if any show "Unknown Account" then realign them to the correct account.
Delecte the old account

The caveat to the above process is that currency will get inadvertently switched again if you download more transactions before the bank fixes the issue.

Microfiche

Is everyone who is experiencing this submitting a complaint to RBC? Anyone had any useful responses?

I have still heard nothing back from RBC over 2 months later, just ridiculous. Perhaps this is some of the new exciting AI coding and support that will change our lives. 🙄

SidToll

I've tried to register a complaint with RBC using online banking / mobile app but they said they aren't the right team. So I called the number they suggested and all they want to do is pass the buck to Quicken. Yet, we all know that the changes RBC made last fall make it more difficult to download transactions (now have to specify a date range rather than automatically downloading only new - not previously downloaded - transactions) and the <LEDGERBAL><BALAMT> is being exported as positive rather than negative. I know the reaction I am getting as I now try to explain the situation to someone that doesn't know what I'm talking about has significantly raised my blood pressure.

They now say a manager will call me back in 2-3 business days. Should be interesting to see if this actually happens.

Arctic Hare

https://community.quicken.com/discussion/comment/20536989#Comment_20536989

if you don’t receive the promised call from a manager then you have the option of filing a complaint with the ombudsman, which will be followed up as it is a formal complaint process.

Microfiche

https://community.quicken.com/discussion/comment/20536989#Comment_20536989

Nothing more fun than dealing with a level 1 "technical support" person who offers up such gems as "did you try rebooting your computer?" or "try uninstalling and re-installing Quicken" 🤬

I'm old enough to remember when you could talk to people who were knowledgable about what they were offering support on, and didn't have to simply run through a script of questions like a bot.

SidToll

Update on my previous post of Feb 10th. I received an email from RBC saying the complaint was closed. When I called them yet again I was told someone tried to call me but didn’t reach me so they closed the complaint. I guess they are trying to keep their complaint closure stats looking good. Of course, they tried to blame Quicken and I had to repeat several times that it was the changes they made. After 50 minutes, yes it took 50 minutes, I finally got them to register another complaint. Perhaps every one of us should call and register a complaint. Maybe then they will know that users are serious and they need to test their changes better. Here’s the number to call: 1-800-769-2511

Good luck.