Citibank Costco Visa Card online balance incorrect in Quicken

FlyGuyTx
FlyGuyTx Quicken Windows Subscription Member ✭✭
edited November 8 in Registers & Transactions (Windows)

Issue originally reported in January 2025 here:

https://community.quicken.com/discussion/comment/20471461#Comment_20471461


This issue persists. I have been looking up current balance of cleared transactions on the Citi website and manually marking transactions as reconciled in Quicken. The register balance is correct. However, using the "reconcile" function in Quicken aways fails, because it has an incorrect "online balance" - which is the current balance of cleared transactions MINUS any pending transactions.

Turning off Pending Transactions in Quicken does not correct this.
Deleting downloaded Pending Transactions in Quicken does not correct this.
Resetting the online connection does not correct this.
Disabling and re-enabling the online connection does not correct this.
Doing a Validate and Repair does not correct this.

I am quite frustrated, because this issue has been going on for nearly a year. It was supposedly reported to the developers - and the original issue closed. I allowed some time for them to work out a fix and deploy it in an update, but as of today (11/7/2025) this problem persists. This is not acceptable for financial software to be inaccurate this fashion.

For reference - since I know I will be asked:
- Current balance on Citi.com: $4218.68
- Register balance in Quicken: $4218.68
- "Online balance" in Quicken: $3802.50
- Pending transaction: $416.58 (in Quicken and on Citi.com)
NOTE THE MATH: $4218.68 - $416.58 = $3802.50. The "online balance" is lower by the exact amount of the pending transaction.

Please escalate this and get it corrected ASAP!

[Edited - Enabled Link]

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Comments

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod
    edited November 15

    Hello @FlyGuyTx,

    Thank you for letting us know you're still seeing this problem. I can see the ticket, CTP-12008 was marked Done in July with the comment that the issue was fixed. Did that issue get fixed and then return? If so, when did you notice the issue returned?

    To be able to escalate the issue again, we will need additional information. Please navigate to Help>Report a Problem and send a problem report with log files attached. We also will need screenshots showing the current balance and pending transactions on the financial institution website, and how the balance is reflecting in your Quicken.

    Report a problem QWin copy.png

    Please let me know when the problem report and screenshots have been sent!

    Thank you!

    (CBT-922)

    Quicken Kristina

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  • FlyGuyTx
    FlyGuyTx Quicken Windows Subscription Member ✭✭
    edited November 13

    @Quicken Kristina: the problem never went away. It has persisted consistently since well before when I first reported it in January. As requested, a problem report was created and screenshots uploaded. Thanks.

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Thank you for the follow-up,

    Thank you for sending the problem report with logs and screenshots.

    Thank you!

    Quicken Kristina

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  • bushmills
    bushmills Quicken Windows Subscription Member ✭✭

    @Quicken Kristina - I just started having this issue last week with different online vs ending balance with downloads of Citibank Costco credit card. I do a weekly download update of all accounts and I thought it might correct itself with this week's download but it hasn't. The different amount is the last statement payment made which does show up on the register in Quicken and online.

    May I assume this issue is occurring/persisting for others as well? Please let me know if I need to submit a formal help request. Thank you.

  • Jeffrey Coats
    Jeffrey Coats Member ✭✭
    edited November 28

    [Removed - Off Topic]

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Hello @bushmills,

    Thank you for letting us know you're also seeing an issue. To clarify, is the problem transaction still showing as pending on the financial institution website? Your post indicates that you are seeing the transaction in your register. Is the transaction downloaded/cleared, or is it a manual/uncleared transaction? Do you have any missing or duplicate transactions?

    I look forward to your reply!

    Quicken Kristina

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  • bushmills
    bushmills Quicken Windows Subscription Member ✭✭

    @Quicken Kristina Nothing is pending on the Citibank website. What I've been seeing with the weekly download is a pop up window that has transactions listed with a green checkmark indicating cleared. These are all valid transactions. The difference between the cleared balance and the statement ending balance is the amount of the payment transaction (also cleared) on 11/8/25. All transactions from 11/7/25 have been downloaded, appear to be cleared but are not being accounted for in Quicken with a resulting difference between the online balance and the Quicken ending balance in the amount of the payment transaction from 11/8. I hope that makes sense; please let me know if you need clarification and thanks for your help. Although I'm a decades long Quicken user I'm not an expert user, probably since I just use it for record keeping.

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