Academy Bank - no pending transactions and balance is incorrect (edited)

SimplifineHowareyou

Some accounts seem instant, like the Chase credit cards. The checking accounts, through a different institution, always seem about 2 business days behind. So I spend most of the month retallying mentally after checking other accounts.

Why do different institutions update instantly or on delays, and is there a way to fix or improve this?

(I'm already using Balance with Pending.)

Coach Natalie

Hello @SimplifineHowareyou,

Thanks for posting to the Community!

To clarify, are you referring to the balance of the accounts in question being delayed in updating, or is the issue that transactions don't download into Simplifi for a couple of days, or are you seeing both? 

Simplifi is designed to always stay in line with your bank's balance on connected accounts, and pending transactions should download from all financial institutions (with the exception of Capital One), however, a delay of 4-6 hours can occur. With that being said, you shouldn't be experiencing a delay of even a day, let alone two.  

In regards to the "balance with pending" feature, this is intended to be used when the balance provided by your bank already includes pending transactions, as Simplifi will also deduct these from your balance. More details on how Simplifi calculates your balance can be found here, and more details on Simplifi downloading pending transactions can be found here.

Please let me know so I can best assist!

-Coach Natalie

SimplifineHowareyou

To clarify, are you referring to the balance of the accounts in question being delayed in updating, or is the issue that transactions don't download into Simplifi for a couple of days, or are you seeing both?

Both, on the checking accounts. Everything on those has a 1-2 business day delay. The Friday paycheck often doesn't show until Saturday or Monday, and if I've moved the funds by then, that won't show for another day or two, as well.

What information can I provide to help you look into this for a fix?

Coach Natalie

Hello @SimplifineHowareyou,

Thanks for confirming!

First, what is the name of the bank that this is occurring with? Also, do pending transactions download into these accounts at all, or do you only get cleared transactions? Have you tried messing with the "balance with pending" feature to see if changing that impacts the balance at all, by chance (please note that a change may take 4-6 hours to see)? 

To escalate this, I would need to know the name of the accounts, as they appear in Simplifi, as well as obtain a few example transactions that are missing, with the Date, Payee, and Amount, in addition to the balance displayed in Simplifi and the balance displayed at the bank's website.

Screenshots of the balance and transactions displayed at the bank's website, as well as screenshots of the balance displayed in Simplifi, in addition to the register in Simplifi showing that the transactions are missing, would also be very helpful. You can either provide those here, DM them to me, or I can email you a link to our Secure File Exchange for you to upload them there -- just let me know!

-Coach Natalie

Coach Natalie

Hello @SimplifineHowareyou,

Thank you for DMing me the requested information!

I have gone ahead and gotten this reported and will be sure to post back as soon as I receive an update.

-Coach Natalie

CTP-3025

SimplifineHowareyou

Great to know. I look forward to the solution. Thank you again.

SimplifineHowareyou

Hello, is there any update on this? My primary checking account continues to lag several days behind in Simplifi.

Coach Natalie

Hello @SimplifineHowareyou,

Thanks for reaching out!

There's still no update to provide on the escalation as of yet, however, I will be sure to let you know as soon as I see one. Hopefully it's not too much longer!

-Coach Natalie

SimplifineHowareyou

Any update on this?

Coach Natalie

Hello @SimplifineHowareyou,

It looks like the escalation is still being worked on. You're more than welcome to continue checking back periodically, however, I definitely won't forget to let you know as soon as I see anything.

Thank you for your continued patience!

-Coach Natalie

Coach Natalie

Hello @SimplifineHowareyou,

Thanks again for your patience as this is being worked on!

I've received an update from my Team and it looks like we, unfortunately, don't currently support pending transactions for Academy Bank due to the API that we use to connect.

However, are you still seeing an issue with your balance? If so, please provide me with the current balance displayed at the bank's website and the current balance displayed in Simplifi and I will let the Team know.

Sorry I don't have a better answer on the pending transactions! 

-Coach Natalie

Coach Natalie

Hello @SimplifineHowareyou,

Were you able to take a look at the balance of your Academy Bank account, by chance? Please let me know, thank you!

-Coach Natalie

Coach Natalie

Hello again @SimplifineHowareyou,

I just wanted to reach out one last time before closing out the escalation -- please be sure to let me know if you're still seeing an issue with your balance.

-Coach Natalie

SimplifineHowareyou

Yes, still seeing the same issue. Transactions appearing on a multi-day delay. I'll send screenshots in a direct message.

Coach Natalie

Hello @SimplifineHowareyou,

Thanks for the screenshots, and I'm sorry to hear that the issue persists!

I have responded to your DM requesting a bit more info -- please be sure to respond back to me there.

-Coach Natalie

Coach Natalie

Hello @SimplifineHowareyou,

Thank you for providing all of the requested information!

I have gone ahead and reopened the escalation for the balance mismatch specifically, and I will be sure to let you know as soon as I receive an update.

Correction: I actually ended up creating a new Ticket for this specific issue. I'll let you know as soon as I hear back! 

-Coach Natalie

CTP-3320

SimplifineHowareyou

Thank you.

Coach Natalie

Hello @SimplifineHowareyou,

Thank you for your patience as this is being worked on!

I've received an update from my Team and it sounds like the balances of your Academy Bank accounts should now be correct in Simplifi.

It appears that there's an underlying issue that's causing the balance mismatch and we have opened a Ticket with our Service Provider to continue investigating, however, everything should now be correct in Simplifi for you. Would you mind confirming, please?

-Coach Natalie

Coach Natalie

Hello again @SimplifineHowareyou,

Have you been able to take a look at this, by chance? Please let me know, thank you!

-Coach Natalie

SimplifineHowareyou

Hi, Natalie. The balances remain behind.

Coach Natalie

Hello @SimplifineHowareyou,

Thanks for posting back, although I'm sorry that the trouble persists!

My Team has requested a bit more information from you. First, have you fully signed out and back into Simplifi? If not, would you mind doing so and then checking the balances again?

They also need screenshots of the balances displayed in Simplifi for each of the accounts and screenshots of the balances displayed on the bank's website for each of the accounts. Additionally, they need a complete list of all pending transactions displayed at the bank's website, as well as any manual transactions that have been entered in Simplifi.

If you'd prefer to share this information privately, you can either DM it to me here in the Community, or I can email you a link to our Secure File Exchange -- just let me know!

-Coach Natalie

Coach Natalie

Hello again @SimplifineHowareyou,

Were you able to gather this information, by chance? We will need this data in order to continue working on the issue, so please be sure to let us know once you have it. 

Much appreciated!

-Coach Natalie

SimplifineHowareyou

I made a couple transactions today to ensure I had some examples from all accounts, so I should have that to you soon.

Coach Natalie

Thank you @SimplifineHowareyou!

-Coach Natalie

Coach Natalie

Hello again @SimplifineHowareyou,

Thank you for providing the requested information!

I have passed this along to my Team and will be sure to reach back out as soon as I receive another update.

-Coach Natalie

SimplifineHowareyou

Great. Thank you.

Coach Natalie

Hello @SimplifineHowareyou,

Thanks for reaching out and requesting an update!

It looks like our Team is still actively working on this issue with our Service Provider, and there hasn't been an update as of yet. I definitely understand your frustration and hope that we're able to get this resolved for you real soon!

Also, for future reference, you'll want to reach out here for any updates as opposed to reaching out via DM. 

We appreciate your understanding, as well as your patience as we work to resolve this matter! 

-Coach Natalie

SimplifineHowareyou

The last check was more than two months ago. Less than inspiring, honestly. Do you anticipate resolution on this?

Coach Natalie

Hello @SimplifineHowareyou,

Although I definitely understand where you're coming from, unfortunately, we don't have a whole lot of insight as to what could be causing this issue, nor do we know if or when a resolution is expected to be reached. For these types of issues, we have to submit a Ticket to our Service Provider who then researches the issue and reports back with their findings/a solution.

With that being said, however, I did go ahead and request an update from our side to see if I can get any further info for you. It may be that there is no further info to provide at this time, though.

I'll be sure to let you know as soon as I hear back!

-Coach Natalie

SimplifineHowareyou

Thank you.

Coach Natalie

Hello @SimplifineHowareyou,

Thank you for your continued patience!

I've received an update from my Team stating that they've identified the root cause of the problem and we're just waiting on a fix at this point. I still don't have an ETA to provide, but progress is definitely being made!

-Coach Natalie