Cleared transaction still shows pending in the tooltip and balance is off

EL1234

@Coach Natalie I haven't had the issue since last Thursday. Should I let you when I see it next? What info do you need?

Coach Natalie

@EL1234, yes, please. Let's have you provide the following info for the new example once it occurs:

1. The Date, Payee, and Amount of the transaction(s) that seem to be double-counted in the balance.
2. Confirm whether these transactions show as "pending" in Quicken Simplifi.
3. Confirm whether these transactions show as "pending" on the bank's website.
4. A screenshot of the current balance for the account in Quicken Simplifi (we need this when it's incorrect).
5. A screenshot of the current balance for the account on the bank's website (when it’s incorrect in Quicken Simplifi).
6. A screenshot of both balances (from the bank's website and in Quicken Simplifi) after the issue has resolved itself.
7. A timeline of when the balance is incorrect and when it becomes correct again in relation to the above transactions downloading and/or clearing in Quicken Simplifi.
8. A screenshot of the Accounts Summary page from the bank's website that lists all accounts and balances (feel free to redact any personal info) and has a wide enough scope to show the page URL (this must be taken from a web browser and not a mobile browser).
9. A screenshot of the running balance on the bank's website for cleared transactions (we need to see the balance after the latest cleared transaction).

Please also submit fresh logs via the 'Send Feedback' option:

1. Log into the Quicken Simplifi Web App.
2. Select Profile from the left-hand navigation bar.
3. With the Profile menu open, hold down the Option key for Mac or the Alt key for Windows, and then click Send Feedback. 
4. Leave all boxes checked, add a brief description of the issue, and then click Send.

Thanks!

-Coach Natalie

EL1234

Will do!

EL1234

@Coach Natalie it happened again this morning but I didn't have time to collect the info and screenshots, and it's fixed now. I'll continue to monitor.

EL1234

Okay so now my Chase checking account balance is completely wrong, but in a different way!

What it seems to be doing is taking the balance without pending from Chase, and then subtracting my manual pending transactions (payments) in Simplifi. However it is not calculating two pending transactions which downloaded from chase, even though it should. Since a rather large income transaction came in overnight, this throws my cash flow way projection way underwater (this income is a recurring transaction, so my cash flow calculated it correctly yesterday aka until the pending transaction showed up).

I will collect the requested info @Coach Natalie

Coach Natalie

@EL1234, thanks for the update!

I have provided the newest example on the ticket and will post back with updates. You are likely experiencing this known issue that we now have an Alert for:

https://community.simplifimoney.com/discussion/10809/new-11-27-24-chase-online-balance-including-pending-transactions

I'll keep you posted with any updates on your escalation!

-Coach Natalie

EL1234

Thanks @Coach Natalie

I just refreshed to see if it's fixed and now it's wrong the other way - now it's showing is the old/regular issue of counting transactions in the pending tooltip even though they have cleared, and throwing off my balance in the other direction. It's the same 2 transactions that I messaged you about yesterday which weren't counted in the tooltip yesterday when they should have been, and are counted now in the tooltip when they should not be.

EL1234

@Coach Natalie it's fixed now

EL1234

Once again, two transactions which are pending in Simplifi and at chase.com are NOT included in the "pending" tooltip as they should be, throwing off my balance and cash flow projection.

EL1234

@Coach Natalie it's about 4 hours later and now the tooltip displays the correct amount. HOWEVER, those two transactions (income) are still not included in my Balance with Pending. The balance shown is the same (incorrect number) as it was earlier this morning, the only difference is what is displayed in the tooltip.

Randy17485

I have Chase and have been having this issue from the beginning (just started using a month or so ago). It would be great if the chat coaches were made aware, as they have given me the runaround and not been that helpful in general - mostly suggesting I switch how my balance is calculated or telling me everything appears correctly and there is not a problem.

Coach Natalie

@Randy17485, thanks for posting on this topic!

We're sorry to hear you're also experiencing balance issues with Chase. If it's the same issue described in this thread, you can follow our Alert for updates:

https://community.simplifimoney.com/discussion/10809/new-11-27-24-chase-online-balance-including-pending-transactions

Since the issue is on Chase's end, we are awaiting a fix from them. We appreciate your patience as the issue is worked on!

@EL1234, it sounds like your issue was determined to be the same issue, so please go ahead and follow the Alert as well. I'll let you know if we end up needing any additional examples from you or anything along those lines. 🙂

-Coach Natalie

RobWilk

@Coach Natalie That's great because if you're awaiting a fix from Chase, this seems to indirectly imply that Chase has acknowledged the issue and is working on a fix.

EL1234

Thanks for the update @Coach Natalie , I hope it gets fixed soon as this has been very frustrating.

EL1234

Incidentally, I see this issue on my amex credit card now. It tells me that there is $14.39 in pending transactions but there are no pending transactions in either simplifi or the bank's website. I did find one transaction for that amount on October 19 but the transaction is not pending.

RobWilk

@EL1234 If I understand the issue right, this fix from Chase (if it does come) will more likely improve the weekend/evening balance issues specific to Chase (notably, entering manual transactions will work better for that issue). Right now, i'm thrilled that might get fixed, but it may not help the entire issue discussed here and elsewhere. Once they solve that, I strongly suggest this multi-account "pending" issue that resolves on 2nd refresh will continue to exist, but will be easier for them to track down as it won't be complicated (when tracing the problem) by this issue. Having multiple issues affecting balances probably makes it difficult to know with certainty which problems is causing what.

Randy17485

@Coach Natalie Yes, that’s the issue I’m having currently. I was previously having this issue discussed earlier in this thread.

https://community.simplifimoney.com/discussion/10633/ongoing-11-11-24-multiple-fis-account-balance-missing-transactions-issues

EL1234

Interestingly enough, my balance did not correct itself at all today. It's still wrong. All of my manual pending transactions are accounted for in the tooltip and in the "balance with pending", but the two downloaded transactions that are pending since this morning are not.

And just to complicate things more, a third pending transaction came through later today and IS counted! That one had been a manual transaction and when the bank transaction came through it matched automatically. (Maybe that's the difference? One of the ones that isn't counted came from a reminder and the other did not, but neither of them were originally manual transactions.)

SRC54

@EL1234 I haven't seen any difference in whether I do it manually or download it AS LONG AS when it downloads, it matches. Then I have to delete one or merge them. If your bank is like mine, there won't be any newly cleared transactions until Tuesday. It will actually be Wednesday since I just had two yesterday, and First US Snail Bank takes two days even when I use a PIN.

I daren't say it but my bank site was down yesterday and I wonder if they were doing any updates. I shouldn't get my hopes up. Anyhow, I don't think our issue is bank centric but then again . . .

EL1234

I have 1 new pending transaction and those 3 pending (bank) transactions from yesterday have cleared. Although they cleared, they are still included in the amount that the "pending" tooltip shows.

So the tooltip includes:

• 3 bank transactions that cleared since yesterday
• All of my manual pending transactions
• The 1 new pending back transaction that came through this morning.

UrsulaA

I am now seeing this behavior for Wells Fargo and PNC credit card.

For Wells Fargo, the pending tooltip includes a cleared transaction worth $102

For PNC, the pending tooltip includes a cleared transaction worth $4.25

The balances without pending transactions matches both banks' balances without pending transactions.

Coach Natalie

Hello everyone,

For any additional banks or issues, please create a separate post to outline the separate issue if you'd like to do some troubleshooting. We need to keep the users and banks separate when addressing balance issues.

https://community.simplifimoney.com/discussion/8/how-to-post-to-the-community

Thank you!

-Coach Natalie

UrsulaA

Thanks @Coach Natalie - My issue seems to relate to the alert

[ONGOING] 11/11/24: Multiple FI's - Account Balance & Missing Transactions Issues — Simplifi

Are Wells Fargo and PNC part of the Multiple FI's pertaining to the alert?

EL1234

@Coach Natalie do you have data yet for this issue with an American Express credit card?

Coach Natalie

@UrsulaA & @EL1234, I'm not sure. If you're experiencing a balance/transaction issue as described in the Alert, you can certainly follow it instead of creating a new post to troubleshoot.

If the balance issue is with Chase specifically, you'd want to follow that Alert since that issue has officially been determined to be on Chase's end.

Thanks!

-Coach Natalie

EL1234

I'm experiencing a balance issue with both chase (checking) and with my amex and citi credit cards.

EL1234

Actually Citi just fixed itself.

Does simplifi need more data to fix the problem? I can provide it but don't want to waste my time if additional info isn't helpful. I've already provided quite a lot.

UrsulaA

Wells Fargo and PNC just fixed themselves after a refresh. Looks like checking balances after 12 PM EST fixes some things.

UrsulaA

The balance with pending at Wells Fargo showed a cleared withdrawal transaction as pending worth $900 about 6:50 AM EST throwing the balance off. There are no other pending transactions in the account (manual or bank)

By 9:15 AM, the balance with pending matched the bank balance displaying no pending transactions. The self correction happened sooner today.

The PNC credit card did not show any issues this morning with pending transactions. Balances matched the credit card.

Looking forward to a fix to this. I am monitoring the alert and this thread.

EL1234

As of right now my Chase tooltip is correct however the balance shown is wrong.