PHH Mortgage $0 Loan Balance (edited)

Duke0486

Hello,

My PHH Mortgage account is successfully connected to the institution but incorrectly shows a $0 balance. Previously, it did download the correct mortgage balance, but now only shows a $0 balance.

Adding to the frustration, when I attempt to reset the connection or "add account," it shows the correct mortgage balance when linking the account:

I already tried resetting the connection AND establishing a completely fresh connection with the institution. Neither solved the issue.

Please work with the aggregator for PHH Mortgage to investigate and fix this issue.

Thanks!
Scott

[edited image for privacy]

Coach Jon

Hello @Duke0486,

Thanks for reaching out! I can see from our side that you are experiencing a 185 error when trying to connect to PHH Mortgage. This usually means that the FI is requesting additional/updated authentication information on their side. For example, one of your security questions could be expired and needs to be updated.

I would verify if you can see anything that needs to be updated on your bank's side by signing in on the bank's website. Let us know how that goes!

-Coach Jon

Duke0486

Thanks @Coach Jon ! I logged directly into the institution's website, and I confirm that there's nothing that requires updating.

Please work with the aggregator for PHH Mortgage to investigate and fix this issue.

Coach Jon

Hello @Duke0486,

Thanks for the reply. I would see if updating your security questions on the bank's website may resolve this issue in that case. If it does not, could you please let us know the following information:

• Is Quicken Simplifi asking you to complete MFA?
• Are you receiving the code?
• What method are you using (SMS, call, etc.)?
• Have you tried changing how you receive your MFA code?

-Coach Jon

Duke0486

Hi @Coach Jon , there are no security questions to update on PHH's website. Even though the screenshot in my first post in this thread references a security question, there aren't any. It just wants the MFA texted code.

The only additional authentication PHH requests is MFA via a texted code. I receive the code, enter it into Simplifi, everything appears to update/download correctly (i.e. no orange triangle with the exclamation mark that indicates a connection error), but then Simplifi shows the incorrect $0 balance.

To answer your questions one by one:

• Is Quicken Simplifi asking you to complete MFA? Yes.
• Are you receiving the code? Yes.
• What method are you using (SMS, call, etc.)? SMS
• Have you tried changing how you receive your MFA code? No I have not. I have the option to receive the code via email, but the code doesn't seem to be the issue. When I enter the code received via text into Simplifi, the code is accepted, I can see the correct account (as shown in the screenshot in my first post in this thread) everything appears to update/download correctly (i.e. no orange triangle with the exclamation mark that indicates a connection error), but then Simplifi shows the incorrect $0 balance.

Coach Jon

Hello @Duke0486,

Thanks for the reply and for the information I requested. Can you please provide a screenshot showing what the balance looks like in Quicken Simplifi and a screenshot showing the balance on the bank's website for comparison?

-Coach Jon

Duke0486

Hi @Coach Jon

Sure, here is the balance in Quicken Simplifi (from the dashboard):

Here is the balance on PHH Mortgage's website:

Coach Jon

Hello @Duke0486,

Did you try establishing a fresh connection, making the account manual, and re-linking as well to see if that fixes the current issue? The instructions to do that are:

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

Let us know!

Duke0486

Hi @Coach Jon , yes I already tried resetting the connection with PHH Mortgage, and I tried establishing a completely fresh connection with the institution using the steps you provided above. Neither solved the issue.

At this point, all signs point the the issue being with the aggregator for PHH Mortgage. The aggregator is successfully gaining access to my PHH Mortgage account, but it's not downloading the correct balance. Please have the aggregator investigate and fix this issue.

Thanks!
Scott

Coach Jon

Hello @Duke0486,

Thank you for the information. You previously mentioned that there are no security questions to update on the bank's website. Are you able to update the MFA itself to see if this fixes the issue we are seeing here? Additionally, can you confirm that the account itself is successfully connecting, and the only thing not coming over is the account balance itself? Are transactions downloading?

Additionally, we will need the following information as well, when you can provide it:

1. The name of the account with the issue, as it appears in Quicken Simplifi.
2. The name of the account, as it appears on the bank's website.
3. 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).

Please also provide logs. These are very beneficial when investigating.

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.

-Coach Jon

Duke0486

Hi @Coach Jon , I'll address your questions/requests one by one:

Are you able to update the MFA itself to see if this fixes the issue we are seeing here? Yes, I updated the MFA within Simplifi and the aggregator had no issue navigating the MFA. The aggregator always accepts the MFA code without issue and gains access to my PHH Mortgage account. I cannot turn off MFA (I tried because I thought it might fix things).

Additionally, can you confirm that the account itself is successfully connecting, and the only thing not coming over is the account balance itself? Are transactions downloading? Yes, I can confirm the account itself is successfully connecting (I successfully complete authentication, MFA, and the orange triangle with the exclamation mark that indicates a connection error disappears), and the only thing not coming over is the account balance itself. Regarding transactions, they don't download because this is a Loan Account, and loan transactions are not currently supported by Simplifi:

[screenshot removed]

Additionally, we will need the following information as well, when you can provide it:

1. The name of the account with the issue, as it appears in Quicken Simplifi. I named this account "[removed]" within Quicken Simplifi.
2. The name of the account, as it appears on the bank's website. The account is referred to as "[removed]" or as "[removed]"
3. 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). I only have one account with PHH Mortgage. There isn't an Accounts Summary page, so I took a screenshot of the dashboard (showing the URL from a web browser), which shows my only account there and the balance:
   
   [screenshot removed]

I'll also include a screenshot (showing the URL from a web browser) of the "My Loan" page in case it is more helpful:

[screenshot removed]

Please also provide logs. These are very beneficial when investigating.

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.

I completed the process above to provide the requested logs. Please have the aggregator investigate and fix this issue.

Thanks!

Coach Jon

Hello @Duke0486,

I have reported this issue to our product team and will be sure to follow up when we receive any status updates on the issue.

Thank you for your patience!

CTP-13482

Duke0486

Thanks @Coach Jon ! Since you're done supplying all my info, screenshots, and attachments to Simplifi's product team, I'm going to remove attachments/edit my post above at 2:30PM to make it more anonymous. Thanks again!