Citizens Bank Slow to Pull Transactions, even though the balance is quick to update

RoRo · April 30

Hi there,

This may be an issue more on the Citizen's side than Simplifi's, but wanted to flag. I just had a paycheck paid into my Citizen's 'One Deposit Checking' account, and the balance updated almost immediately in Simplifi.

However, I've noticed it usually takes around 5 days for a transaction (neither pending or cleared) to show up at all in Simplifi - so until then, I can't link it or reference an actual transaction.

Is Simplifi definitely pulling pending transactions from Citizen's bank accounts? (Or maybe Citizen's bank isn't releasing it).

I saw another closed thread on this in my research, but I have found the transactions show eventually:

https://community.simplifimoney.com/discussion/6795/citizens-bank-transactions-not-updating-edited

Coach Jon · April 30

Hello @RoRo,

Thanks for reaching out! Did you try Resetting your Account Connections, as mentioned in the previous post? https://help.simplifimoney.com/en/articles/4857199-how-to-reset-your-account-connections Let us know if that works for you!

Thanks,

Coach Jon

RoRo · April 30

Hi Jon,

I just reset the connection again just now, and no luck. The balance is correct, but the actual pending transaction that posted - from when I look in the Citizen's own online banking page - to make it this balance still isn't coming through to Simplifi.

Coach Jon · April 30

Hello @RoRo,

Thanks for the information! If you could please provide the below information, this would help us going forward.

The name of the account the transactions are missing from, as it appears in Quicken Simplifi.
The Date, Payee, and Amount of a few example transactions that are currently missing in Quicken Simplifi.
A screenshot of the example transactions from the bank's website.
A screenshot of the corresponding register in Quicken Simplifi showing that the transactions are missing.
Confirm whether the missing transactions are impacting the balance in Quicken Simplifi or not.

Thanks,

Coach Jon

RoRo · April 30

Hi Coach Jon - will send you the details in a DM.

Coach Jon · May 1

Hello @RoRo,

Thanks for the information! We have escalated this issue for you and will provide updates as we have them. Thank you for your patience!

Thanks,

Coach Jon

Ticket EWC - 11029708

Coach Jon · May 2

Hello @RoRo,

Thanks for your patience. Our development team came back and has said that the issue has been resolved. The bank account should be ready for your use. Please try to log in, refresh 2-3 times, and let us know if the issue is fixed for you!

Thanks,

Coach Jon

RoRo · May 3

Hi Coach Jon,

Given it almost a day and multiple log ins, refreshes, on both web and mobile. Still seeing the issue i'm afraid.

Here is the current status in Simplifi, note overal balance is accurate at $718.10, its just missing recent transactions:

Screenshot 2024-05-03 at 12.36.38 PM.png

Here is what is in Citizens. All transactions are at least from yesterday. some have cleared and are still not shown in simplifi. The one right at the bottom is the one you see in the Simplifi shot above:

Screenshot 2024-05-03 at 12.37.12 PM.png

Coach Jon · May 3

Hello @RoRo,

Thanks for following up! To help us further with this issue, please respond back to us with 3 examples of missing transactions, as well as a screenshot from the bank's website showing the URL at the top and the page of transactions in the account.

Thanks,

Coach Jon

Coach Jon · May 7

Hello @RoRo,

I was just following up to see if you had the chance to provide us with those examples previously asked for? Please let us know!

Thank you,

Coach Jon

RoRo · May 13

Hi Coach jon - apologies was out of town all last week. I'll make some transactions on the account over the next few days and follow up with these.

Coach Jon · May 22

Hello @RoRo,

May we please have new examples of missing transactions, as well as a screenshot from the bank's website showing the URL at the top and the page of transactions in the account? This would be helpful for us going forward!

Thanks,

Coach Jon

RoRo · May 23

Hi @Coach Jon

I actually DM'd you these a bit ago, can you see them there?

Coach Jon · May 23

Hello @RoRo,

Thanks for the reply. I did receive your DM. Are those transactions still missing in Quicken Simplifi?

May we also have you send logs as well please?

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.

Thanks,

Coach Jon

Coach Jon · May 31

Hello @RoRo,

I am following up to see if you received our last message.

https://community.simplifimoney.com/discussion/comment/36149#Comment_36149

Please let us know if you are still experiencing this issue and if so to include the mentioned logs as well.

Thanks,

Coach Jon

RoRo · June 1

Hi @Coach Jon apologies for the delay but I generated some transactions recently that show the issue is still happening. I DM'd you fresh screen shots and sent off the log as described.

Coach Jon · June 4

Hello @RoRo,

We have resubmitted the original ticket and will post back here with any updates as we receive them.

Thank you for your patience,

Coach Jon

Ticket EWC - 11029708

Coach Jon · June 5

Hello @RoRo,

It looks like our escalation came back stating that the issue should be resolved once again. Can you let us know if the issue is still occurring for you?

Thanks,

Coach Jon

RoRo · June 6

Hey @Coach Jon - i've been keeping an eye on it, not seen a resolution quite yet. Some transactions that I made yesterday afternoon that are pending haven't populated into Simplifi… so i expect they won't for a couple more days. Balance updates immediately still.

To be honest, I suspect this is an issue on Citizen's side rather than Simplifi - my other accounts all update in a timely manner. And I am finding the Citizen online banking experience a little 'janky' overall.

Thanks,

Andy

Coach Jon · June 6

Hello @RoRo,

Thanks for the reply. It may very well be on their side. We can escalate this issue a different way, one that will take longer but should at least produce an answer. If you would like to do that please let us know!

Thanks,

Coach Jon

RoRo · June 6

It's OK for me, I can live with it. So no need for my part.

If more and more people complain about it then probably worth reopening and escalating then.

Cheers

Citizens Bank Slow to Pull Transactions, even though the balance is quick to update

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