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Quicken for Mac not working with Bank of America AGAIN

Since_TheBeginning1

Yesterday, all was hunky dory with Bank of America accounts. This morning's account download totally screwed up the balances by significant amounts (appears to be an issue with randomly deleting already cleared and reconciled transactions). No help from Quicken on this. No solution or timeline. The product continues to decline quickly.

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Quicken Laura

Hi @Since_TheBeginning1,

I’m sorry to hear that you’re experiencing this issue.

I'd appreciate it if you could share with me the following to better address your case:

Do you sync your data file using Quicken Cloud Sync?
Is this issue occurring with a specific Bank of America account? If so, please specify the account type.
Is there a particular date range for the deleted transactions (for example, within the last month)?

Looking forward to your response.

Since_TheBeginning1

It's updated via the Quicken for Mac program. It affects both checking and credit card accounts. Since the damage is so extensive it's going to take a few hours to unravel what you guys have done. Phone support suggested I manually restore the file then update tomorrow and 'see if it happens again'. Sorry I'm not functioning as your product support team — this product becomes more useless every day.

Since_TheBeginning1

Further to this it seems Quicken decided to delete about every cleared and reconciled transfers and deposits in these accounts for at least the past month, if not further back. It's all on quicken — I have no idea of who is on your development / ongoing maintenance staff for the Bank of America interface but man do you guys need to get them to screw their heads on straight. This is a disaster that's purely on Quicken — own it and fix it.

Quicken Laura

Thank you for providing those additional details.

I understand why this situation would be extremely frustrating, especially if cleared and reconciled transactions appear to have been removed from your registers. I can appreciate the concern when transactions that were previously accounted for are no longer visible.

Before we determine the next steps, I'd like to verify whether the transactions have actually been deleted or if they may still be present but are not currently displaying as expected. Please review the following:

1. Verify the register sort order
Confirm that the Sort Order in your account register is by Date; just click the top of the Date column in your account register. It's likely the transactions are in your register, just not where you thought they'd be.

2. Reset any register filters
Click the Reset button at the top of the register. This will confirm that there's no filtering in your account register.

3. Try refreshing your login session:
To do this, go to Help > Refresh Sign in. After completing the log-in process, trying running a One Step Update again.

4. Was the missing transaction incorrectly matched to another transaction in the register? This is common with repeating payments made to the same payee for the same amount.

5. Have any transactions been deleted recently? Transactions won't download again after being deleted. If a transaction was deleted in error, you can re-enter it manually (if there's a large group of deleted transactions, it may also be easier to restore a backup).

6. Was the transaction moved from one account register to another? Click on All Transactions in your account bar and search for the missing transaction. If you find the transactions in an incorrect account, you can move the transactions to the correct account: just select the transaction(s), right-click, and select Move transaction(s). Select the correct account and click OK.

Please let me know what you find after reviewing the items above. The additional information will help us determine whether we're dealing with hidden, moved, matched, or genuinely deleted transactions and what the best path forward will be.

Since_TheBeginning1

They are completely deleted as the balances are all screwed up due to the lack of the transactions existing in the register. Please note I have now discovered this problem is not limited to Bank of America accounts, the same issue occurred in other bank's credit card registers. Great product this Quicken for Mac, appears to be running and not walking backwards now.

Since_TheBeginning1

I think your recently announced 'cure' for duplicate transactions is responsible for this mess — the timing is too suspect and your 'cure' states it will 'automatically' removed duplicates — sorry you guys appear to have gotten that WAY WRONG and created an even bigger mess.

Quicken Laura

Thank you for trying the troubleshooting steps provided.

It isn't clear from your previous response whether you have already tried restoring a backup from before the issue began. If not, please give the following steps a try:

Restore a backup by selecting File > Restore from Backup.
Disable Cloud Sync:
- Go to Quicken > Settings.
- Select the Mobile, Web & Alerts tab.
- Toggle Sync to Off.
After completing these steps, update your accounts again.

Please let me know whether this helps or if the issue persists.

Since_TheBeginning1

When you say 'update these accounts again' are you saying do that manually since you turned synch off (Please note the last time there was a backup was 3 weeks ago in spite of it supposedly being done each log off, which is another issue)? If so I've already gone back and updated a bunch of the deleted transactions manually using the banking website data so unsure what value your exercise would provide me. It would also appear there is now much less value to using Quicken if I have to now do everything manually (a la 1992 version).

Since_TheBeginning1

Ok after many hours of cross validating found that if a transaction had been directly entered into the ledger (as opposed to being downloaded) Quicken wiped it out. All transactions that were a result of being downloaded directly were untouched. This was for the period of April and May. This was across accounts related to commercial banks. My contention is whatever 'solution' Quicken came up with for the multiple entry problem was way too robust and deleted directly entered transactions by defining them as 'duplicates'.

Quicken Laura

Hi @Since_TheBeginning1,

Thank you for taking the time to share the troubleshooting steps that helped resolve the issue. We appreciate you sharing your experience, as it may help other users who encounter the same situation.

I'll be sure to pass along your feedback to the appropriate team.

I apologize for any inconvenience this issue may have caused and appreciate your patience while it was being addressed.

If you have any additional questions or need further assistance, please don't hesitate to reach out.

Since_TheBeginning1

That is not a solution it's a patch. Further investigation shows since early May transactions are no longer being 'matched' in several accounts. In addition the same error happened this morning — several transactions that were entered and cleared from 5/29 'disappeared' after the morning update. There is no solution, and spent over a hour this AM with phone support and was told I needed to 'recreate the problem with before and after files and then we'll look at it'. I want to say that wasn't the rep — he was great — it was Level 3/4 people looking for me to do their jobs. Not effective product support guys.

Quicken Laura

I'm sorry to hear the issue wasn't resolved.

I understand how frustrating it can be when an issue recurs and we're asking you to recreate it. Unfortunately, it can be difficult to determine whether the issue is related to the data file itself or another factor. I also recognize the timing coincides with the current duplicate transactions issue. However, even with that possibility in mind, gathering updated information is important for the investigation.

For example, a recent backup could help us identify the manual entries that were present before they disappeared and may help us replicate the behavior.

I reviewed your ticket, but I would like to confirm a few details:

Is Quicken Cloud Sync currently turned off?
Please confirm the connection method for the affected accounts: Quicken Connect or Direct Connect?
Does this issue only affect manually entered transactions after running a One Step Update?
Where is your Quicken data file currently stored?
Is your file being backed up/ synced by any third-party services like Carbonite, OneDrive, or Backblaze?

Thank you for your cooperation. I look forward to your response.

Since_TheBeginning1

At this point the file has been rebuilt, gets backed up twice daily after validating correctness with bank and credit card websites. As I said earlier this is bringing me back to using the product in the 90's.

To your questions:

Off

Quicken Connect

Manually, deleted those that I had input prior to the one step update directly downloaded (however they had read 'matched prior to deletion)

Locally

No third party software

Quicken Laura

Hi @Since_TheBeginning1,

Thank you for answering those questions; that's very helpful.

Manually, deleted those that I had input prior to the one step update directly downloaded (however they had read 'matched prior to deletion)

Do you mean that the transaction initially shows the status 'matched,' and then that status disappears, but the transaction still remains in the account register as downloaded?

Quicken Laura

Hi @Since_TheBeginning1,

I'm just checking in. We haven't heard back from you in a while.
Do you still need assistance?

Thank you!