Citi Managed Credit Card downloading balance, not downloading transactions
Since the Citi Bank process update, ExxonMobil Card is downloading the correct balance, but is not downloading transactions. A reset of the account does not resolve the issue.
Comments
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Hello @gmk3,
Thank you for letting us know you're encountering this issue. To start troubleshooting this issue, please follow the instructions in this article on missing transactions/transactions not downloading:
Please let me know how it goes!
Quicken Kristina
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Have gone through all troubleshooting steps without success. This morning, I am also not receiving transactions or correct balance information from Capital One Bank and Elan Financial Services. I am receiving transactions from other accounts.
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Thank you for your reply,
If you're not seeing the correct balance information for Capital One and Elan Financial Services, that indicates that Quicken isn't able to connect with their servers to get updated information. When I check on our end, I see an account not found error with Capital One 360. I'm not seeing any errors for Elan Financial Services and the ExxonMobile Card. Are you seeing any error messages when you run One Step Update?
Thank you!
Quicken Kristina
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No error messages in One Step Update. Also no pending transactions from Elan Financial Services, were I was receiving them last week. For both Capital One and Elan, I am able to go manually to their site, download a .qfx file and load it. No transactions are coming through one-step update for these accounts.
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Hello @gmk3,
Thanks for providing more information.
When you manually download the .qfx file from Capital One and Elan, are the transactions from the previous days, or are they current transactions that should have been downloaded through One Step Update? Also, when you manually download, are you seeing the balance information correctly, or is it only transactions that are missing?
Have there been any recent changes to the account settings or login credentials for either Capital One or Elan, such as updates to security protocols or two-factor authentication? Additionally, do you notice any patterns with the accounts that are failing to download, like certain transaction types or specific dates where the downloads seem to stop working?
Let me know!
-Quicken Jasmine
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Just checking in!
-Quicken Jasmine
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On the most recent statement month for my ExxonMobil Card, Quicken downloaded a transaction, but not a payment. This is the second statement period in a row that a payment has not downloaded. The downloaded balance is correct.
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I spoke with the ExxonMobil Card center today (serviced by Citi). They said they have nothing to do with Quicken, don't know how it works, have no documentation, have no ability to see a anything about how the transactions are passed through and have no way to download any transactions off their website, either in text or Quicken format.
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Thank you for your reply,
Is it possible that the missing payment transaction is being incorrectly matched to a transaction already in the register? How does the payment usually show up in your register? Is it a transfer between the payment account and the credit card, and if so, do you see the transaction on the payment account side?
Thank you!
Quicken Kristina
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No. I don't allow automatic matching and I mark all transactions from "cleared" to "reconciled" after I receive each statement. Today there were three transactions showing on their website, all dated 4/25. A discount credit, which shows up as a partial payment on the last day of the posting cycle each month and has the title "Discount Allowed", an "interest charge on purchases" of zero dollars, and an "interest charge on cash advances" of zero dollars. Quicken's one-step update presented only the last two for manual matching - and modified the "opening balance" on the account (a zero-value transaction dated 6/28/1981, the date the account was opened) for the difference. The same thing occurred last month. All months prior to March interfaced correctly and included all transactions.
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Thank you for your reply,
In your Quicken, how does the payment transaction usually appear? Is it a transfer between two account tracked in your Quicken, and if so, does the transaction show up in the payment account?
The opening balance on accounts should not change, but it does sometimes happen, especially with accounts connected by Express Web Connect +. See this article for more information:
Was there anything else that changed around the time you noticed this issue start? For example, did you have to reset or reconnect the problem account?
Thank you!
Quicken Kristina
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Since I don't allow automatic entry, the discount transaction would normally show up in the downloaded transactions section, identified as either "New" or "Match". It's not a transfer, it's posted as a reduction to an expense account: Auto:Fuel Discount. I've not imported a .qfx file with this account, as Citi/ExxonMobil doesn't support downloading transactions off their website. I did disconnect/reconnect (apparently all Citi cards required this in March), but that was last month and the amount that the opening balance changed this week was not even known at that time. The problem started on 3/25, which is apparently when Citi changed their process. Neither the 4/25 discount credit nor the 3/25 credit downloaded to Quicken, but prior discount credits have downloaded just fine for years. All other transactions have downloaded properly.
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Thank you for your reply,
To check if the financial institution is sending the data for the payment transactions to us, we would need to see the logs. Please navigate to Help>Report a Problem and send a problem report with log files attached.
Please also provide the information about the missing payment transactions (date, payee, and amount), so that I can search for those transactions in the logs. If you're not comfortable posting the payment transaction information in this discussion, then please include the information in the description section of the problem report.
Thank you!
Quicken Kristina
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