Coaches asking for balances when trying to troubleshoot errors

strngr12

This is just not an appropriate question to ask a customer when troubleshooting. I've never been asked anything like this by another financial services company. You need to train your chat reps better.

Coach Natalie

@strngr12, thanks for sharing your feedback with the Community!

When troubleshooting something like a balance discrepancy, knowing what the balance is versus what it should be is basic info we'd gather. This type of data allows us to obtain a full understanding of the issue.

With that, if a fresh connection with the bank doesn't resolve the balance discrepancy, it's likely something that needs to be escalated. To escalate a balance discrepancy, we would need to gather the balance in both Quicken Simplifi and on the bank's website, in addition to some other details.

Here are the steps for establishing a completely fresh connection with the bank:

1. Make all of the accounts with this bank manual by following the steps here.
2. 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.
3. If the connection is successful, carefully link the account(s) found to your existing Quicken Simplifi account(s) by following the steps here.

I hope this helps clarify our processes!