Balance issues with Capital One

RobWilk

The same issue i have with chase is currently showing for Capital One.

The problem in a nutshell:

The transactions total should equal $0

The website shows:

Quicken shows:

The $83.31 seems to come from these cleared transactions:

I suspect but do not know that in 4-6 hours at next sync it will be fixed.

p.s. sent feedback while it was broken if needed just now

-Rob

RobWilk

Please communicate this to product team or engineering preferred:

-The problem is in the amount "pending" in the tooltip on top right of account screen, it is not updating at the right time, it is delayed until the next sync at least

-The numbers for the pending there DO NOT COME FROM THE BANK, they come from the manually entered simplifi transaction entries - so if i enter a transaction manually for $123456.78, without touching the bank to sync, that pending amount will show $123456.78, and this affects the balance

-When the bank syncs, transactions that were manual/pending are properly being cleared, but the pending total on that tooltip is not reflecting the newly synced reality in the register.

Coach Natalie

@RobWilk, thanks for reaching out to the Community!

The first thing we'll want to do to troubleshoot any balance issues is to establish a completely fresh connection with the bank, as well as gain a new access token since Chase is one of our OAuth API banks. You may do so by following these steps:

1. Navigate to the bank's website, sign in, and remove Quicken's access from the bank's third-party linked apps.
2. Navigate back to Quicken Simplifi and make all of your accounts with this bank manual by following the steps here.
3. Once you see the account(s) listed in the Manual Accounts section under Settings > Accounts, go back through the Add Account flow to reconnect to the bank and reauthorize your accounts.
4. Carefully link the account(s) found to your existing Quicken Simplifi account(s) by following the steps here.

Once done, please keep an eye on things moving forward and let us know if the issue pops up for you. If it does, we can gather specific data and review your case for escalation.

We look forward to your reply!

-Coach Natalie

RobWilk

I did it.

I'm going through the motions and answering the questions as needed to help try to identify the issue.

I know the bank connection is not the issue, though, because it is not a bank-specific problem, plus all transactions are showing in the register properly.

-Rob

EL1234

@RobWilk do you see this with a CapitalOne checking account or savings account? Since I've got CapitalOne accounts in addition to Chase I'm thinking about initiating a transfer just to see what happens. (I mostly use Chase so haven't noticed the issue with Cap1 yet).

I agree with you that isolating the issue with CapitalOne makes sense, if we can get it fixed for all banks (one can always hope) then it'll be easier to pin down the Chase issue.

RobWilk

I briefly had a Capital One checking/savings account around 2021, but I only have the BJ's One credit card from Capital One. It's not a primary use credit card, though.

EL1234

Got it!

SRC54

I have Capital One Checking/Savings and so far have not seen this problem YET.

Checking will update the balance but not clear the pending. If I clear them myself, it goes back into balance. They clear the next download.

With Savings, sometimes it will download my interest but not update the balance until the next download. So that's wrong for a few hours.

I am pretty sure this is a bank problem since this behavior is the same in Quicken Classic and Simplifi. But since Classic adds everything up, I stay in balance there. I just get discrepancy warnings.

RobWilk

I am going to focus on getting Chase working, as that is my primary bank. As a result, I'm going to say you can "close" (maybe temporarily) this request, and I will not add more to it. I will repost if I decide that this is separate and still needs to be addressed.

It sounds like a fix is in the works for what I believe are the Chase Weekend Issues. It's also "possible" that this issue could be fixed by it or helped narrow it down.

EL1234

@Coach Natalie I have replicated this issue with my CapitalOne checking account. I initiated a transfer and created a pending transaction for it. Once the transaction cleared, it merged with my pending transaction so there are no pending transactions anymore. However, the amount of the transfer is still listed in the "balance with pending" tooltip.

Please let me know if it would be helpful for me to submit logs or other info.

Coach Natalie

@EL1234, thanks for posting on this topic!

We can certainly file a ticket for your Capital One issue, but we first need you to follow the steps I posted above to establish a fresh connection with the bank and gain a new access token:

https://community.simplifimoney.com/discussion/comment/44373#Comment_44373

1. The name of the account with the issue, as it appears in Quicken Simplifi.
2. The Date, Payee, and Amount of the transactions that seem to be double counted in the balance.
3. Confirm whether these transactions show as "pending" in Quicken Simplifi.
4. Confirm whether these transactions show as "pending" on the bank's website.
5. The current balance for the account in Quicken Simplifi (we need this when it’s incorrect).
6. The current balance for the account on the bank's website (when it’s incorrect in Quicken Simplifi).
7. The balance for the account in Quicken Simplifi after the transactions download/clear and everything becomes correct again. 
8. 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.
9. 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).
10. A screenshot of the running balance after the latest cleared transaction on the bank's website.

Please also submit your 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.

Much appreciated!

-Coach Natalie

SRC54

@EL1234 Yep, I noticed my Capital One did the same yesterday as yours. It fixed itself a few hours later with a new download. I probably won't use this checking account again for a while. If I see it again, I'll send the info to Coach Natalie. I am fairly sure this behavior of counting cleared transactions in the Pending Total and sometimes double counting pending transactions is either a Simplifi bug or something to do with the OAuth connection.

Which reminds me, my guy from my local bank was supposed to be working on their end this week. So far no news from him.

EL1234

Thanks for responding @Coach Natalie

The balance fixed itself before I saw your message, probably at the next refresh. For now, I followed those steps to establish a fresh connection. Next time I see the issue again, I'll provide the information you've listed. Hopefully this'll help diagnose and fix the issue.

Thanks!

EL1234

Hi @Coach Natalie

I replicated this again with a small transfer to another account, and sent you all the requested info.

Coach Natalie

@EL1234, thanks!

You actually posted the information on my wall, and I deleted it for privacy reasons. You will want to re-send the information via DM.

-Coach Natalie

EL1234

OOPS! Thanks for catching that. Is there any way for you to copy/paste? Otherwise I'll collect the info again

EL1234

Re-sent via DM.

(I didn't even realize you could post on someone's wall - wow!)

Coach Natalie

@EL1234, thanks for sending over the info!

We actually received an update regarding this issue, and our engineering team has identified the balance issues that are present in the 'balance with pending' tooltip as a program bug. We will be updating our Alert with this information. Please go ahead and follow the Alert for updates; we won't be doing the escalation for now:

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

Let us know if the issue is present after this Alert is resolved!

-Coach Natalie

EL1234

That's great! I'm already following that alert :)

Will this be for all banks?

RobWilk

Woo hoo! Identifying and acknowledging this issue is fantastic.