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Firestone CFNA Credit Card: Reverse Register (edited)

EricG301

Does anyone have a Firestone CFNA credit card linked to Simplifi? I just realized that the positive and negative numbers are reversed.

I spent $700 on car maintenance this month, but Simplifi's Firestone card shows it as a "+ $700" GREEN transaction, not a black transaction. I just realized that it's been doing this all year, and now I have to go back and manually flip all the positives to negatives and negatives to positives.

Has anyone else seen this? Is it a Simplifi issue or a Firestone card issue?

Fortunately, I only have a handful of transactions for this card, but it's still annoying.

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Comments

Coach Kristina

Hello @EricG301,

Thank you for letting us know you're seeing this issue. So that we can further investigate the issue, please provide additional information:

The name of the account the transactions reside in, as it appears in Quicken Simplifi.
Is this affecting the account balance in Quicken Simplifi?
The Date, Payee, and Amount of 3 example transactions the issue is occurring with.
A screenshot of the Transaction Detail window for each of the provided examples that shows the "Appears on your statement as…" info (this is easiest to obtain from the Web App).
A screenshot of the same example transactions from the bank's website showing that they're charges and not credits.

If you are not comfortable posting this information to this discussion, please send the information via DM.

Additionally, please send us logs. You can do that by following these steps:

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

I look forward to your response!

EricG301

sent!

Coach Jon

Hello @EricG301,

Thanks for the screenshots! I would check to see if a fresh connection works here to resolve the issue. You can make the accounts manual and then use the Add Account flow to get a completely fresh connection. If the connection is successful, you'll then want to link the accounts to your existing Quicken Simplifi accounts. Afterward, be sure to keep an eye on it moving forward to see if the issue you described here repeats itself.

-Coach Jon

EricG301

The fresh connection still has the positive and negatives switched. The total balances are the same though.

Coach Jon

Hello @EricG301,

Thanks for letting us know! For the information you sent over via DM, you mentioned that you had already corrected the information in the register for those screenshots. Do you have any uncorrected transactions that you can send over via DM that have not been corrected as of yet?

-Coach Jon

EricG301

I dont right now but can reconnect the account and let it download again. But as I said just imagine all the black transactions green and the green transactions black

Coach Jon

Hello @EricG301,

Thank you for the reply. I understand, however, in order to report this information to our product team, they will need to see the examples themselves. When you can provide those examples, let us know!

-Coach Jon

EricG301

Here ya go - the last 2 months worth. You can see that Service & Parts charges are coming in as credits,

Coach Jon

Hello @EricG301,

Thanks for the examples! Can we also get a screenshot of the Transaction Detail window for each of the Service & Parts examples you provided here that shows the "Appears on your statement as…" information?

-Coach Jon

jhst

I actually see the same thing, it's causing a lot of confusion and i just looked it up and found that this was asked right before me.

i can show you a screenshot from balance:

And here is one of the transaction details:

Please fix this. the plus and minus is flipped compared to my other credit cards

Coach Kristina

Hello @jhst,

Thank you for letting us know you're seeing this issue also. If you haven't already done so, please check to see if a fresh connection works here to resolve the issue.

You can make the accounts manual and then use the Add Account flow to get a completely fresh connection. If the connection is successful, you'll then want to link the accounts to your existing Quicken Simplifi accounts.

Afterward, be sure to keep an eye on it moving forward to see if the issue you described here repeats itself.

Please let me know how it goes!

EricG301

i've done the fresh connection thing and the issue persists.

Coach Jon

Hello @EricG301,

Thanks for the reply! I believe Coach Kristina was advising the other user on this thread to try that step. Were you able to provide a screenshot of the Transaction Detail window for each of the Service & Parts examples you provided here that shows the "Appears on your statement as…" information that I requested? Feel free to DM me as before!

-Coach Jon

jhst

I did the fresh connection thing and it did not resolve the issue. Please help!

Coach Jon

Hello @jhst,

Thanks for the reply! So that we can further investigate the issue, please provide additional information:

The name of the account the transactions reside in, as it appears in Quicken Simplifi.
Is this affecting the account balance in Quicken Simplifi?
The Date, Payee, and Amount of 3 example transactions the issue is occurring with.
A screenshot of the Transaction Detail window for each of the provided examples that shows the "Appears on your statement as…" info (this is easiest to obtain from the Web App).
A screenshot of the same example transactions from the bank's website showing that they're charges and not credits.

If you are not comfortable posting this information to this discussion, please send the information via DM.

Additionally, please send us logs. You can do that by following these steps:

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

-Coach Jon

EricG301

have you received everything you need? you have two users now who have reported the same problem.

Coach Jon

Hello @EricG301,

Thanks for the reply. Were you able to see my last message to you from May 12th?

https://community.simplifimoney.com/discussion/comment/52110#Comment_52110

If you can DM me that information and provide updated logs, we can work to get this issue escalated!

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

-Coach Jon

EricG301

i did this for coach kristina a few weeks ago. need i do it again?

Coach Jon

Hello @EricG301,

We usually ask for updated logs when a certain amount of time has passed while troubleshooting the issue. In this case, since the last logs were sent on May 5th, we would want updated logs that we can provide to our team. I hope this makes sense.

-Coach Jon

jhst

I sent in the logs and messaged you with the requested info, @Coach Jon , @Coach Kristina, please help

Coach Jon

Hello @jhst,

Thanks for the requested information. Regarding the second point, "Is this affecting the account balance in Quicken Simplifi?" You mentioned that it was affecting your Spending Plan balances. Is this issue affecting the account balance that you see above the account register in Quicken Simplifi itself, or is that balance correct? If the balance is incorrect, what should the balance be?

-Coach Jon

jhst

@Coach Jon, @Coach Kristina, Right now I have a $0 balance as I paid all the debt I have on that credit card. But I think the balance will be incorrect as the spending is counted as income/credit, and payment is counted as spending, in other words, + becomes -, and - becomes +.

Coach Jon

Hello @jhst,

Thanks for the reply. Balances on connected and manual accounts are calculated differently. In connected accounts, Quicken Simplifi calculates the balance by deducting any pending transactions downloaded from the current bank balance. If your account balance is showing $0, and that is what your bank's website also shows, then this may be correct. Can you confirm if it does?

I have gone ahead and escalated this issue to our service provider. I will be sure to follow up here as we receive status updates! Thanks for your patience!

EWC - 11782854

-Coach Jon

Coach Jon

Hello @jhst,

I am back with an update from our service provider! While analysing your issue from their end, they saw that all the reported transactions are now returning fine with the correct transaction signs. They would like you to try resetting your account within Quicken Simplifi and checking whether the issue is resolved now.

If the issue persists, please report back to us with the screenshots showing the incorrect reversed transactions within Quicken Simplifi and the bank's website transactions page showing the affected transactions for comparison.

-Coach Jon

jhst

@Coach Jon

This is not a manual account. The balance is correct as its $0 on both simplifi and CFNA account. But the +/- signs continue to be wrong. As you can see from my CFNA website:

vs Simplifi:

Because the signs are wrong, the spending report continues to be wrong:

as you can see, the spending here should be $1759.44 since both $208.99 and $1550.45 were spendings. 1550.45+208.99 = 1759.44. And yet, it's reporting that my spending was $ 1341.46 because it counted the CFNA Firestone Credit card transaction as a credit. So it's doing 1550.45-208.99 = 1341.46, which is wrong. It should be 1550.45+208.99 = 1759.44.

I have tried resetting your account within Quicken Simplifi and the issue is not resolved.

Coach Jon

Hello @jhst,

Thanks for letting us know and providing the requested information. I have reported this back to our service provider and will be sure to follow up when we have a status update!

-Coach Jon

Coach Jon

Hello @jhst,

I am back with an update from our service provider on your issue. They state the issue should now be resolved going forward with new transactions. We cannot change your existing transactions to the correct sign within the program; however, you can delete and re-add the account as new into Quicken Simplifi so that you will have a history of correct transactions going forward with the new account.

-Coach Jon

EricG301

great, thanks!