Why are downloaded Credit Card transactions posted backwards?

geneg**2
geneg**2 Quicken Windows Subscription Member ✭✭
edited January 21 in Registers & Transactions (Windows)

Transactions downloaded from Synchrony bank are posted incorrectly. Charges are being posted as payments and Payments are posted as Charges. This is only happening with Synchrony Bank and does not happen with Citi or BOA. The result is getting a black balance when the amount is really owed and the balance is Red when there is a credit on the account. Yes, the accounts are set up as a credit card.

How does one download transactions correctly without reentering every transaction manually? Can one inspect the downloaded transactions to see if the transactions are download with correct information?

Answers

  • Tom Young
    Tom Young Quicken Windows Subscription SuperUser ✭✭✭✭✭

    Are they really posted "backwards" - payment going into the Charges column and charges going into the Payments column - or are you seeing payments increasing the number in the Balance column and charges decreasing the number in the Balance column.

    If it's the latter, then the problem is that something in the file has "flipped" the Balance from "you owe the credit card company" (Red numbers with a minus sign) to "the credit card company owes you" (Black numbers).

    This might be legitimate if "returns" and actual "payments" together resulted in that situation, or it could be a problem with some transaction(s) in the file being changed or deleted.

  • geneg**2
    geneg**2 Quicken Windows Subscription Member ✭✭

    The downloaded transactions are really posted backwards where payments are going into the Charges column and charges going into the payments column. I see this happening on 2 accounts from Synchrony. I would really like to know what the raw transactions are that comes from Synchrony to see if synchrony was providing the bad information or if Quicken was interpreting the transactions incorrectly.

  • Tom Young
    Tom Young Quicken Windows Subscription SuperUser ✭✭✭✭✭

    Since there doesn't seem to be posts similar to yours popping up in the last couple of weeks or so that does suggest something "local to you" is the problem. If you haven't already, I'd try a Validation of the file 1st, and if that doesn't do the job I'd contact Official Quicken Support and screen share with them to see if they can figure it out.

  • Jeff Blan
    Jeff Blan Quicken Windows Subscription Member

    I have this same problem. It has been going on for MONTHS!

    I have to reverse the entries everytime I do an update. Frustrating! And ONLY for the Synchrony credit cards. Others work fine.

  • Tom Young
    Tom Young Quicken Windows Subscription SuperUser ✭✭✭✭✭
    https://community.quicken.com/discussion/comment/20529693#Comment_20529693

    Literally payments and returns end up in the Charges column and charges end up in the Payment column?

    Something is dreadfully wrong if that's the case. You can try the Validate and Repair process as I suggested above, (unfortunately the OP never reported back to see he tried that, and if it worked), but if you try that and it doesn't work then I think you just have use the Report a problem process and follow up with a phone call with Official Quicken Support , allow for screen sharing, and see if they can come up with any answer.

  • jketterl
    jketterl Member ✭✭

    I have the same problem and it also has been going on for months. I tried the Validate and Repair process but that did not correct the problem. It seems like there is a glitch in the system for setting up credit card accounts.

  • Tom Young
    Tom Young Quicken Windows Subscription SuperUser ✭✭✭✭✭

    I've posted a note in the SU Lounge about this, but if you haven't done so already I say use the Report a Problem process with clear screenshots of the problem.

  • Quicken Anja
    Quicken Anja Moderator mod
    edited January 7

    Hello All,

    Thank you for taking the time to report this issue.

    We will be forwarding this issue to the proper channels to have this further investigated. However, we request that you please navigate to Help > Report a problem within your Quicken program and submit a problem report with log files and screenshots attached in order to contribute to the investigation.

    image.png

    It would also aid the investigation to include a sanitized file when submitting the problem report. A sanitized file is a data file that removes personally identifiable information so you can comfortably share this file with the Quicken team.

    While you will not receive a response through this submission, these reports will help our teams in further investigating the issue. The more problem reports we receive, the better.

    We apologize for any inconvenience in the meantime! Thank you.
    (CBT-986)

    -Quicken Anja
    Make sure to sign up for the email digest to see a round up of your top posts.

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello everyone,

    Thanks again for sharing the details about the issues with Synchrony credit card downloads. I wanted to provide a quick follow-up.

    At this time, we haven’t received any problem reports—log files, or sanitized data files related to this issue yet. These are essential for our team to investigate and move the ticket forward (CTP‑986).

    If you are experiencing this problem, please submit a problem report from within Quicken via Help > Report a Problem and include:

    • Screenshots showing the transactions posted backwards
    • Log files
    • A sanitized data file

    Once you’ve submitted your report, please let us know here so we can track it and ensure it’s attached to the ongoing investigation.

    Thank you for your patience while we work on this!
    (CBT-986)

    -Quicken Anja
    Make sure to sign up for the email digest to see a round up of your top posts.

  • Tom Young
    Tom Young Quicken Windows Subscription SuperUser ✭✭✭✭✭

    Maybe everyone who claimed that payments were being posted into the Charges column and vis versa realized that actually wasn't the case?

  • Quicken Anja
    Quicken Anja Moderator mod

    Thanks @Tom Young for your input.

    To make sure we’re accurately tracking this issue, could those of you who previously reported payments and charges being posted into the wrong columns also please confirm whether this is still happening in your accounts?

    If the problem has resolved or looks different than originally reported, letting us know will help us clarify the current status and focus our investigation appropriately.

    Thanks!

    -Quicken Anja
    Make sure to sign up for the email digest to see a round up of your top posts.

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello again,

    Just checking in once more on my previous request before this thread and ticket is closed. Please confirm if this issue is still happening, and whether or not this issue has been resolved or looks different from what was originally reported.

    If the issue remains persistent, then please submit log files as instructed earlier in this thread via Help > Report a problem, as we have not received any submissions for this ticket yet.

    Thank you!

    -Quicken Anja
    Make sure to sign up for the email digest to see a round up of your top posts.

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello again,

    Due to the lack of response, I went ahead and closed this post.

    If you still require assistance, please feel free to start a new post.

    Thank you!

    -Quicken Anja
    Make sure to sign up for the email digest to see a round up of your top posts.

This discussion has been closed.

Categories