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"Adjusting transactions" out of nowhere on Mid-Atlantic Federal Credit Union account

jdparker225

This has been reported by others, but the issue persists. When reactivating a one-step update, Quicken will throw an "Adjusting Transaction" for the supposed purpose, I suppose, of "Adjustment to offset newly downloaded items before this date" upon reconnect. No adjustment is necessary; the adjustment number has no connection to anything, and none should have been made. This problem needs to be fixed.

I did submit a problem report.

Jim

[Edited - Readability]

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Quicken Laura

Hi @jdparker225,

Thank you for reporting this and for submitting the problem report. Since you already have an Idea requesting changes to how Quicken-generated adjustment transactions are handled, that Idea is the appropriate place to track the broader product behavior.

For the specific adjustment that was added to your MAFCU account, however, I recommend contacting Quicken Support directly. They have access to additional troubleshooting tools and can review the account connection and download behavior in more detail. If necessary, they can also escalate the issue to the appropriate team for further investigation.

Since you are reporting that the adjustment does not correspond to any actual transaction and is causing your register balance to be incorrect, I would not assume that the adjustment amount is valid simply because it was generated by Quicken.

You can find the Quicken Support phone number here: Support Home | Quicken. Phone support is available Monday through Friday, from 5:00 AM PT to 5:00 PM PT.

Thank you for bringing this to our attention.

jdparker225

@Quicken Laura I don't understand how my contacting Quicken support could help. I submitted the trouble report with the logs. What else would they need? To correct the register I have simply deleted the transaction. It seems to happen randomly while deactivating/reactivating - sometimes it does, sometimes it doesn't. (More often it doesn't.) They are not likely to catch anything "in the act" with their additional troubleshooting tools while in contact with me.

If they need additional data to diagnose the situation, perhaps they need to add additional logging so when it does happen, the data they need for diagnosis is in the log.

Note: the reason that I do deactivation/reactivation more often than most others is that I am attempting to see if an unrelated trouble report that was created while I was in contact with support has been fixed. It has not so I will be periodically doing it until it is.

Thanks

Jim

Quicken Laura

Hi @jdparker225,

I understand, and unfortunately, it can be difficult for us to identify and troubleshoot an issue when it occurs intermittently. I also understand that it can be equally difficult for you to capture the necessary information when the problem is not consistently reproducible.

The best way to proceed, and to give us the best opportunity to escalate the issue if necessary, would be to contact Quicken Support while the issue is occurring. After reestablishing the connection, if Quicken downloads an unexpected balance adjustment, please take a screenshot of the adjustment and contact Support directly. This will allow the support team to review the issue while it is actively occurring and follow the appropriate troubleshooting and escalation procedures.

I realize this may not be the response you were hoping for, especially since you've already submitted a problem report and are understandably concerned about having to wait for the issue to happen again. However, given the intermittent nature of the problem, capturing it when it occurs is currently the best way for us to gather the information needed to investigate it further.

Thank you for your patience and for taking the time to document and report this issue. Your reports are helpful in bringing attention to the problem.

jdparker225

@Quicken Laura How about this: in future attempts, I follow these steps:

back up my data file
do the deactivate/reactivate
If the problem recurs, restore the backup and try the deactivate/reactivate again.
If the problem recurs on the retry, then call support.

I think that would give us a higher probability that support sees the problem as it is happening. With them on the line, we could then do another restore and do a third attempt.

This works if the condition that triggers the problem is something in the data file and not some completely random thing unrelated to data file content.

Still think adding some additional logs is the best idea.

Thanks

Jim