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The Standard Retirement Plan Issue Update? (edited)

vollmas

https://community.simplifimoney.com/discussion/10407/ongoing-10-9-24-masterplan-retirement-planning-securian-retd-center-returning-a-101-error

There has not been an update on this issue since October 23rd. Three months later, is there any ETA on getting this resolved? It seems that the coaches have been pulling back on their updates. This does not inspire confidence in your paying customers.

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Comments

Coach Natalie

@vollmas, thanks for posting your inquiry to the Community!

It looks like the issue is still listed as ongoing with our service provider. Since there has been no update to provide, the Alert you linked has not received an update. As soon as we learn any news, we'll be sure to update the Alert with that information.

We apologize for the connectivity issues, and appreciate your continued patience!

vollmas

Hi, @Coach Natalie thanks for responding. Could you please clarify for the benefit of the class, who the service provider is? It sounds like that may be a third party player in this integration, and not Quicken or The Standard in this case. I think being more open about where the hang-up is will at least redirect our frustration from your team. As with all things, the less information you provide, the more we fill in the gaps with speculation and conjecture.

Coach Natalie

@vollmas, thanks for the feedback!

Unfortunately, we don't have any further insight to provide on this issue. Our service provider for this connection is Intuit. You are welcome to contact your bank directly to see if their online banking department has any additional insight or an ETA on a fix.

Sorry for not having more information!

vollmas

I spent over an hour on hold and got bounced to three different departments until I got to someone who seemed to be the correct department at The Standard. However, both the gentlemen I spoke with and his supervisor, after a half hour of searching, could find no record of any reported issues or challenges with the Simplifii integration. He did take my contact info and would call me back if he found anything else, but that was a disheartening revelation. Many of us in these threads dealing with various issues feel powerless. If the companies we pay to provide a service to us are not even working together to resolve problems, then what exactly is being sold to us other than an unfinished product? Shouldn't the onus be on the companies that have agreed to partner up to ensure that their systems are working together as promoted? Time and time again both in my professional and personal life, I as the customer have to be the one to initiate communication and working sessions between the two companies to fix a service that they are promoting and selling to me. I don't know how we got to this point, but I am really hoping that you and the other coaches have the ability to speak up about this and take control of these issues before there is a mass exodus of customers. And again, more transparency and forthrightness would go a long way.

vollmas

1/23 Update: They actually called me back, and according to the person I spoke with, they do not support any type of third party integrations, including Quicken and Intuit products, nor do they have any open support cases regarding this. @Coach Natalie I'm not sure what exactly has been done on this ongoing case, but can you please reach out to whoever has this in their queue and get some clarification? The facts as of right now are: 1. This connection used to function, so I'm not sure how it ever did if they never supported it. 2. It no longer functions, and there seems to have been little to no work done to resolve it. Any assistance with this would be greatly appreciated.

Coach Natalie

@vollmas, thanks for the information!

I can assure you that the issue is being worked on from our service provider's end. As soon as we have any news to share, it will be posted to the Alert. Hopefully the result is not that the bank doesn't support third-party aggregation, as that would force users to manually track the account. If that does end up being the case, or even in the meantime while the connection is down, you can manually track the account by adding transactions as they occur: https://support.simplifi.quicken.com/en/articles/3348103-managing-transactions-in-quicken-simplifi#add-a-transaction

Thanks for your patience as we await an answer!

kalebrabe

It seems like this has been an issue going back to at least November 2023, when @vollmas first posted about this. 15 Months later and there's still no ETA or update beyond "we're working on it". As a new customer to Simplifi it's pretty disheartening to see that A) I can't track my 401k and B) they don't seem to have any intention of ever fixing it, or they would have already.

vollmas

So I randomly got a two-factor text from the Standard when I logged into Simplifii this afternoon. I was prompted on the Simplifii site to enter it, at which point my Standard account synced for the first time in a very long time. The data is still simple, no details other than current balance, but it is accurate and syncing now. I am at a loss as to who was working on this and what the story is, given my previous experiences with support above. Hopefully this is a sign of a long-term solution that will continue to work for more than a month! Can anyone else verify this?