Truist/Quicken reconciliation

lwv
lwv Quicken Windows Subscription Member
edited September 23 in Registers & Transactions (Windows)

The reconciliation issue started after the Truist upgrade. up to that point I have been using Quicken and the Reconciliation between Quicken and Truist; it worked flawlessly for years. The Truist tech support group denies the problem and says it's a Quicken problem. However I have another bank account and it works flawlessly. I called Quicken and they said they had not done anything to their software.

I made a call to the corporate offices to complain. They have opened a case to investigate. I believe it will get resolved. But if you work directly with the tech support group they seem to be limited either with skills or the understanding that the problem is more than bill pay, it's also reconciliation.

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Comments

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Hello @lwv,

    Thank you for letting us know you're seeing this issue. You mentioned that it started after the Truist upgrade. In Quicken, did you need to deactivate/reconnect your Truist account(s)?

    If you did, then I recommend you double check the opening balance in the problem account. One known issue that can sometimes happen when deactivating/reconnecting an account (that connects via Express Web Connect or Express Web Connect +) is the opening balance may change. See this article for more information:

    https://www.quicken.com/support/why-did-my-opening-balance-change-after-changing-ewc-quicken-windows/

    I look forward to your reply!

    Quicken Kristina

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  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Hello @lwv,

    I haven't see a response from you. Do you still require assistance?

    Thank you!

    Quicken Kristina

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  • jpdion
    jpdion Quicken Windows Subscription Member

    Recently I had to basically reconstruct my Quicken file (with the assistance of Quicken phone support) when it became corrupted. Every account in my file now works perfectly except my Truist checking account, which initially reconciled when added to file, and then hasn't reconciled with each incremental download (direct from Truist site or via one step update in Quicken). Each new download and reconciliation results in a different required balance adjustment. Note: I remove the previous balance adjustment before running new reconciliation, which in theory should result in a consistent required balance adjustment. The variability in required balance adjustments has been really weird - from as much as in excess of $1,000 to as little as $11, sometimes as positive adjustment and sometimes as a negative adjustment. I did send a "Problem" message to Quicken, but that won't provide a fix for my individual issue. I intend to call Quicken support to discuss the problem next week with a live person.

    Note also: it is only the Truist checking account that has this issue - my Truist money market and mortgage accounts don't have any issues.

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Hello @jpdion,

    Thank you for sharing your experience. If the balance is off by different amounts every time you reconcile, I recommend checking for any missing/duplicate transactions, since those could be throwing off the balance. Another possibility is if the opening balance is changing. While uncommon, sometimes deactivating and reconnecting the account can cause the opening balance in Quicken to change. See this article for more information: https://www.quicken.com/support/why-did-my-opening-balance-change-after-changing-ewc-quicken-windows/ .

    I hope this helps!

    Quicken Kristina

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