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Baxter Credit Union Showing Debits as Credits while Pending (edited)

cvwest

I've been trying to research a problem I'm having with one particular credit union. All the transactions on my Baxter Credit Union credit card are displaying as credits while they are pending instead of debits, and it's ruining my ability to budget, as this is my primary card. Google and perusing these boards says this is a reverse register issue. How can I get this resolved? Thanks.

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RobWilk

This is what they call a “reverse register”, and I haven’t seen that reported in a while. Fortunately they can usually fix that somewhat Quickly historically. Hopefully a coach (employee) will see this and get it reported.

btw…. I believe this happens because some banks list negative (-) amounts for charges and others list negative (-) amounts for payments, so when they set up your credit union it was opposite what they expected.

They will probably ask for screenshots from the bank web site and your simplifi register to confirm the issue, if they do you may want to use a direct message to them rather than posting public (but all other troubleshooting and updates are public only here, usually).

DryHeat

@cvwest

transactions on my … credit card are displaying as credits while they are pending instead of debits

Do they automatically change to debits when they lose their pending status?

Coach Jon

Hello @cvwest,

Thanks for reaching out! Both @RobWilk and @DryHeat provided some good questions and steps here already. We will definitely want to know if the transactions only show as a reversed amount (positive instead of negative) for pending charges. And if so, what happens when the transaction clears?

In addition to those questions, can you let us know if this is affecting the account balance in Quicken Simplifi? Or is the balance itself correct?

Did you try establishing a fresh connection by making the account manual and re-linking to see if that fixes the issue you are seeing here? 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!

-Coach Jon

cvwest

@Coach Jon

There are is a positive and negative version for each transaction. The negative transaction does not show until the transaction is cleared, and it is causing my balance on the card to be zero in Simplifi. I have disconnected and reconnected the credit card from Simplifi and the issue still persists.

cvwest

@DryHeat No, an additional negative transaction is added to the transaction history once it clears, and it is causing my card to have a zero balance. The positive transaction does not disappear.

Coach Kristina

Thank you for your reply,

To clarify, it's not really a reversed register. When the transaction is pending, it shows up in your register as a positive, then when it posts, it shows up in your register again as a negative, zeroing out your balance?

If that is what is happening, does disabling pending transactions for the account prevent this behavior? To disable pending transactions, please follow these steps:

Hover over the panel on the left-hand side and select Settings.
Select Accounts.
Locate the Account you'd like to change and click the three dots at the end.
Select Edit account.
Check the Balance with Pending section box so that Quicken Simplifi no longer deducts pending transactions from your balance.
Click Update when done.

Let me know how it goes!

cvwest

@Coach Kristina I double-checked again today, and I did see some of the "positive" charges drop off and show properly in the negative. There is a short period of time when both showed for about a day, but they appear to be gone now. I do not want to disable pending transactions because I like to account for those in my budget at the end of the month. I am still having the issue where brand-new charges are showing as positive transactions.

Coach Jon

Hello @cvwest,

Thanks for the reply. We will still want to see if disabling pending transactions works to prevent this behavior as a troubleshooting step. If you can follow the steps @Coach Kristina provided and let us know how this goes, that would be great!

https://community.simplifimoney.com/discussion/comment/61169#Comment_61169

-Coach Jon

cvwest

@Coach Jon No, it does not prevent the behavior. It is throwing off my entire budget because I never know what my true balance is until each transaction clears, and this is my primary credit card.

Coach Kristina

Thank you for your reply,

Since turning off pending transactions did not prevent this behavior, we will need additional information in order to further investigate the problem. Please provide a screenshot showing the incorrect information in Quicken Simplifi, and a screenshot of the correct information and URL, as it displays on the financial institution website. Please redact any personal information. If you are not comfortable posting the screenshots in this discussion, then please send them by DM.

Additionally, please send 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.

Thank you!

cvwest

@Coach Kristina @Coach Jon I sent you both a private message with the information you requested quite a while ago. Do you have an update on this issue?

Coach Jon

Hello @cvwest,

Thanks for the reply and for the requested screenshots. I apologize for missing your DM earlier this month. We will also need the following information for this issue:

A screenshot of the Accounts Summary page from the bank's website that has a wide enough scope to show the full page URL. This is the landing page after signing in, and typically lists all accounts and balances. You will want to take this from a web browser and not a mobile browser, as well as redact any private info such as account numbers.
The name of the account the transactions reside in, as it appears in Quicken Simplifi.

-Coach Jon

cvwest

@Coach Jon I just sent you a private message.

Coach Jon

Hello @cvwest,

Thanks for the additional information! I did get this reported to our service provider and will be sure to follow up here with further updates!

-Coach Jon

EWC - 12117905

Coach Jon

Hello @cvwest,

I am back with an update from our service provider. It looks like the issue should be resolved! Be sure to let us know if that is the case for you. You may need to reset the connection for your affected account. https://support.simplifi.quicken.com/en/articles/4857199-when-and-how-to-reset-your-account-connections#h_037ac19bf9

Coach Jon

Hello @cvwest,

I am following up to see if you saw my previous reply regarding the fix that our service provider implemented. Let us know!

https://community.simplifimoney.com/discussion/comment/63778#Comment_63778

Coach Jon

Hello @cvwest,

I am following up once again to verify if you have seen my previous replies regarding this issue. It should now be resolved at this time. Please let us know if this is the case!

Coach Jon

Hello @cvwest,

I am following up to let you know that we have closed out the escalated ticket for this issue due to not hearing back. If this issue is still occurring in the future, be sure to let us know so we can work on further troubleshooting.

Thank you!