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Citibank Costco Visa Card online balance incorrect in Quicken

FlyGuyTx

Re:

https://community.quicken.com/discussion/7969953/citibank-costco-visa-card-online-balance-incorrect-in-quicken

and

https://community.quicken.com/discussion/7967986/citibank-costco-visa-card-online-balance-incorrect-in-quicken

Summary: online balance for this account as shown in Quicken does not match the actual online balance on Citi.com because the sum of pending charge transaction is SUBTRACTED from the actual online balance.

Both of these issues have been closed without resolution. I first reported this in January 2025. I have provided detailed information on exactly what is occurring, as well as repeated "report a problem..." with log files.

What is unique about the Citibank Costco Visa connection? Why is this the only one of my several Citibank credit cards having this issue? And why did it work correctly for many years, before starting to be incorrect toward the end of 2024?

I would like to get on the phone with a developer and specifically walk them through the scenario so they can fully understand it, since it seems my repeated, detailed information in the above two referenced posts was insufficient.

Thanks!

[Edited - Enabled link]

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Comments

Quicken Laura

Hi @FlyGuyTx,

Thank you for following up and providing those additional details. I'm sorry to hear that the issue is still occurring.

While our development team is not available for direct phone support, I will be happy to pass along the information you've shared for further review and investigation. When you have a chance, could you please submit a new set of logs? I'll include those with the report to help the team better analyze the issue.

To confirm, is your account currently connected through the Citi Cards instance using Express Web Connect+?

Thank you, and I look forward to your update.

(CTP-15633)

FlyGuyTx

Hello @Quicken Laura
Sorry for delayed response as I was traveling.

Confirming, this account is connected using Express Web Connect+.

Another example showing that the sum of the pending transactions exactly matches the difference between the actual balance and "online balance" calculated by Quicken:

I will upload new logs shortly.
Thanks.

Quicken Laura

Hi @FlyGuyTx,

Thank you for taking the time to share your information and log files. I’ll pass them along for further review.

I’ll keep you updated as soon as I have more information.

Thank you for your cooperation.

FlyGuyTx

Hello @Quicken Laura - any updates? Thanks!

Quicken Anja

Hello @FlyGuyTx,

Thank you for checking back in.

At this time, we don’t have any new updates to share, but we have reached back out to our internal team to see if there is any additional information we can provide.

We appreciate your patience while this continues to be reviewed, and we’ll share any updates as soon as we have them.

Thank you!