Simplifi Calculates FUSB Balance Wrong Again Today

SRC54 · October 30

[removed] As requested, I am making a formal bug report. For the 3rd time in a week, I had to reset my fusb.com connection because Simplifi is counting phantom pending transactions. I am pretty sure that it is downloading the correct balance but Simplifi is counting cleared transactions and sometimes doubling pending transactions. I believe these phantom transactions somehow get stuck in Simplifi both in manual accounts and in connected accounts.

Today Simplifi was subtracting Pending Transactions of $1775.38 from my balance when I only had $1423.80 in pending transactions. After some calculation and with experience from past problems, I could see that it was still counting 2 transactions pending yesterday but cleared today for $83.79 and $50. I also had a manual pending transaction yesterday for $217.79 that today was merged with a downloaded pending transaction of $217.79. This merger was correct. The two transactions that cleared today were entered two days ago and merged yesterday with pending downloaded transactions. The total of these accounts for the discrepancy. The other $1100 transaction came in today also but there was no manual transaction for it to merge with.

For testing purposes, I unmerged the $83.79 transaction and deleted the manual one and kept the downloaded one. It didn't change anything. I went ahead reset the account, which of course fixed things, but I don't want to have to do that everyday. Also, once I reset the account, the manual account from which the $217.79 transfer was coming was then off by that amount. As is usual for a manual account, it reset itself a few hours later and is now correct. Somehow Simplifi is failing to delete the manual transactions from its internal data when downloading and merging them.

Here are a pic of Simplifi's calculation and another showing the only 3 pending transactions:

The $106.01 is from the grocery store yesterday (it takes two days for FUSB to clear Debit charges. So far today it is not being counted twice, but my bet is tomorrow, it will be a ghost transaction as well as a cleared one. We will see.

Coach Jon · October 30

Hello @SRC54,

Thanks for reaching out and providing this information. I am glad that resetting the connection worked to resolve the issue, but I can understand that you may not want to do that every time this occurs. To help clarify your situation, can you let us know if you mean that the pending transactions cleared on Quicken Simplifi's side or on the bank's side? If it is the latter, did the balance in Quicken Simplifi update before the transactions downloaded into Quicken Simplifi or after? When you perform a reset, do the transactions download/clear right then? If you wait 4-6 hours, do the transactions download/match/clear by themselves, without a reset?

Your accounts will automatically refresh when you sign into Quicken Simplifi, however, Quicken Simplifi will only connect with your bank for new transactional and balance data once every 4-6 hours. So we want to make sure that the bank is not updating the balance ahead of the transactions being downloaded into Quicken Simplifi.

As for your diagnosis of the issue, let's try not to make assumptions until we know what specifically is occuring here, as it may confuse other users experiencing the same issue.

Thank you, and let us know!

-Coach Jon

SRC54 · October 30

@Coach Jon i am not making assumptions. I merely stated the fact that Simplifi is miscalculating pending transactions and after investigating using my knowledge of math and my 40 years of financial software experience I can see what the problem is. Why Simplifi is making this error is the question.
I spend most of my time here trying to help confused people. 😀
All of this happens on Simplifi’s side. It is correct in Quicken Classic and the bank’s side. The downloaded balance is right. It’s when Simplifi subtracts remaining pending transactions that it gets confused. Simplifi is some how still counting cleared transactions as pending even though it cleared them correctly in the register following the download. It appears to have something to do with manually entered transactions but I am not yet sure of that. Thanks!

Coach Jon · October 30

Hello @SRC54,

Thanks for the reply. I understand that you may have an idea of what the issue may be, but we need to remember that until we have proved it, we shouldn't be taking it as fact. We do appreciate the help you offer users as well!

As for the issue at hand, can you please answer the questions I previously asked above? This would be helpful in determining what may be going on.

https://community.simplifimoney.com/discussion/comment/42643#Comment_42643

Thank you,

Coach Jon

SRC54 · October 30

@Coach Jon I thought I did. I cannot say what would happen if I waited for another update as I already reset. Tomorrow if this happens, and I suspect, it will, I will update again after I get back from tennis. I'll let you know. It seems this didn't work last week when I first notice the problem.

As I say, I used both Classic and Simplifi so I compare balances each week to make sure I haven't made mistakes. Most people wouldn't notice this discrepancy especially if they are small ones. I suspect it has happened more than these 3 times, but it just so happens that I am now onto it.

From talking to others on here and from my experience, it appears there is a systematic problem with Simplifi. It shows up several times a week with me in different forms with Chase, Amex, Capital One. Usually, with those, they fix themselves after the next update. It's a bother, but it isn't concerning. The problem seems to be on the bank's side. It updates balances but doesn't clear the pending transactions, so that the balance is off until the next update.

This one has been different in that it does update the pending transactions to cleared and it does download the correct balance. It is just that Simplifi for mysterious reason is subtracting more money for pending than is the case. I have ascertained that it is counting certain transactions again that have already been accounted for. I don't know why and I am leaving that up to you all.

Coach Jon · October 30

Thanks @SRC54,

I would definitely agree on staying on the lookout for this happening again, and if it does tomorrow, to let us know. I would also suggest waiting the 4-6 hours instead of doing a reset to see if they download/match/clear themselves.

Thanks, and let us know!

-Coach Jon

SRC54 · October 31

@Coach Jon Well, as expected, it is off again this morning. So I am holding off to update again in a few hours to see if it fixes it. This time it was more straightforward. Simplifi took the 4 actual pending transactions and added yesterday's (now cleared) pending transactions and totaled that amount to the current downloaded balance.

There was no doubling of any transaction as happened yesterday. My suspicion is because one of them was a transfer to a Manual Account and I have known for some times that those are problematic. The manual account was off for a few hours yesterday before it resolved itself.

BYW, I have confirmed this behavior in other web browsers and the iPhone app as well.

I will send you privately the screenshot of my First US Bank (Alabama) that shows the error pretty clearly, so you can send it to Support. You'll hear back from me later today. Thanks.

SRC54 · October 31

@Coach Jon Well, I waited until 11am to update it again, and it fixed it. But this is still weird as last week, it didn't, but I do think there was another problem last week that needed a reset. So that is good.

OTOH, with Capital One, Amex and Chase, that also use OAuth, it would update the balance but not clear the transactions. That threw off Simplifi as it would subtract the pending transactions again causing a wacky balance for a few hours. The same thing happens in Quicken Classic but the balance stays ok because of the way QC does things (It doesn't subtract from the Online Balance but actually goes with the balance in the ledger). QC still tells me that the Online Balance is off forcing me to manually clear the transactions to fix it, which is how I know what has happened.

FUSB has never given me any trouble until now, and it Both updates the balance AND clears the transactions. So there is absolutely no problem in Quicken Classic, but Simplifi subtracts yesterday's pending transactions anyhow! This is a bug. Let me know if I need to provide anything else.

Coach Jon · October 31

Hello @SRC54,

Thank you for the follow-up. I did receive your message with the associated screenshot. So that we may investigate this issue further, can you please supply the following information?

The name of the account in question, as it appears in Quicken Simplifi.
The name of the account in question, as it appears on the bank's website.
A fresh screenshot of the balance for the account in Quicken Simplifi.
A screenshot of the balance displayed on the bank's website for a comparison.

We will also need logs to be sent:

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.

Feel free to send this information via direct message to me!

Thanks,

Coach Jon

SRC54 · October 31

@Coach Jon Done and done. I resent the screenshot from this morning when it was wrong and the one this afternoon that is right as well. Thanks.

Coach Jon · October 31

Hello @SRC54,

Thanks for the information! We have gone ahead and reported this issue. We will be sure to post updates here as we receive new information going forward.

Thank you for your patience!

-Coach Jon

CTP-11351

Coach Jon · November 11

Hello @SRC54,

We have created an alert for this known issue. I would suggest following the alert for updates going forward!

https://community.simplifimoney.com/discussion/10633/new-11-11-24-multiple-fis-account-balance-missing-transactions-issues

Thanks,

Coach Jon

SRC54 · November 11

Thank you! I have bookmarked the Alert.

Coach Jon · November 18

Hello @SRC54,

I am reaching out with an update on the issue. Balance Normalization has been enabled for FUSB. It should not double-count pending transactions now. Can you let us know if things are working as expected now?

Thanks,

Coach Jon

SRC54 · November 18

@Coach Jon I should know tomorrow when it downloads new stuff though it may be Wed before I know for sure. Will keep you posted! Thanks!

SRC54 · November 19

@Coach Jon Well, it is still not working today. Here is a screenshot from my update this morning:

As you can see, it is still counting yesterday's cleared transaction to Alabama Power and doubling today's ACH post of a Chase payment for $180. Why, I don't know, except that this payment is still pending in my Chase account (although Chase has already included it in its online balance, which is another issue).

I went ahead and sent in my logs again before doing anything else. Afterwards, I made the account manual, removed access to Quicken from FUSB website and then re-added the account to QS to start completely fresh to see if that makes a difference tomorrow. I probably should have done that yesterday but didn't think of it.

RobWilk · November 19

I'm late here to this topic and didn't read all the posts, and don't bank with FUSB, but this sounds like (from the double counting pending issue) the issue me and others are having as documented in the 11/11 multiple FI alert.

https://community.simplifimoney.com/discussion/10633/new-11-11-24-multiple-fis-account-balance-missing-transactions-issues

It looks like there are at least 5 bug report id's associated with this report.

-Rob

p.s. forgive me if this was already known, I have avoided this topic until now because i don't bank with FUSB.

SRC54 · November 20

@Coach Jon Well, today's morning update clearly shows the balance error still in place. So whatever they fixed in the FUSB download didn't fix my problem. BTW, Chase Bank credit card, which I don't use often is exhibiting the same problems for me this week.

Here is today's FUSB screen:

Notice that I have no pending transactions so it should be $0.00. The interesting thing is that Simplifi is not counting the $100 withdrawal I got from the Teller yesterday. I guess because it cleared at the time. But it is counting all the others that cleared overnight as both cleared and pending.

Hope y'all can fix this because it is affecting more and more accounts and therefore more and more users. Thanks.

Coach Jon · November 20

Hello @SRC54,

Thanks for the update! I will reach back out with the next status update we receive from our product team as we continue to work on this issue.

-Coach Jon

Coach Jon · November 20

Hello @SRC54,

It looks like we need more information to continue troubleshooting this issue. If you can please provide the following information, this would be helpful:

The Date, Payee, and Amount of the transactions that seem to be impacting the balance ahead of actually downloading, or are being double-counted in the balance.
A screenshot of the pending transactions from the bank's website.
A screenshot of the account register in Quicken Simplifi that shows pending and the last cleared.
A screenshot of the current balance for the account in Quicken Simplifi (we need this when it’s incorrect).
A screenshot of the current balance for the account on the bank's website (when it’s incorrect in Quicken Simplifi).
The balance for the account in Quicken Simplifi after the transactions download/clear and everything becomes correct again.
A timeline of when the balance is incorrect and when it becomes correct again in relation to the above transactions downloading and/or clearing in Quicken Simplifi.
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).
A screenshot from the bank's website that shows your ledger of cleared transactions with the running balance after each one.

You may feel free to send this information via direct message, thank you!

-Coach Jon

SRC54 · November 20

@Coach Jon The screenshot I sent you shows all the impacting transactions. There are no pending transactions in Simplifi or at the bank. The screenshot I posted shows the pending and last cleared.

So all I need to send you is from the bank's site.

Here's the one now that is fixed. The second time I download fixes it. The bad one is at 530am CST and the fixed one is around 930CST.

Coach Jon · November 20

Hello @SRC54,

Thank you for the information. We will also need the information from steps 4 - 9 when you can provide that to us.

Thanks,

Coach Jon

SRC54 · November 20

@Coach Jon 4. The first screenshot in the last message. I sent 5 to you in private message. 6. The second screenshot in the last message. 7. Timeline is in the last message. It is 4 hours later each day. 8-9. I just sent.

Coach Jon · November 20

Hello @SRC54,

Please be sure to provide the data exactly as described in the instructions, and remember that it needs to be fresh and current data. For the Account Summary, it will need to include the URL. For the balances being requested in steps 4 and 5, they need to be when the balance is incorrect in Quicken Simplifi.

I hope this makes sense. Please provide this information when you can.

Thank you,

Coach Jon

SRC54 · November 20

I already did, and I will, but I have no outstanding transactions so everything will be right tomorrow. So you have to go with what happened this morning. Remember that the same thing is happening to other people. I will try to comply but a lot of this is repetition.

The balance was incorrect in Simplifi. See Screenshot 1. The balance was corrected 4 hours later. See Screenshot 2. I sent you the bank site. I'll send you the URL for the bank site for what it's worth to you.

Coach Jon · November 20

Hello @SRC54,

Thank you for your reply. I can understand why you may think this is repetitive but our engineering team is asking for very specific data because they need to be able to prove the issue from their end. They need to see the current balance in both locations, the running balance for cleared transactions on the bank's website, and the transaction ledgers in both locations including pending transactions. We need a fresh round of examples to prove the issue is still occurring, so when you can provide that information we will be sure to provide it to our engineering team.

We do thank you for your patience, let us know when you can provide that information!

-Coach Jon

SRC54 · November 20

I've provided all I can for now. My question is this. Do you coaches never have any of these problems? Why do we users have to be the ones to do all the work? Chase, Capital One, my local bank. None of them works. What banks do you use?

Simplifi needs to get its act together.

@Coach Jon

Coach Jon · November 20

Hello @SRC54,

I can understand your frustration, but there are many bugs we are able to replicate from our end, which allows us to file a ticket with our own info, as witnessed in many other community threads. In cases where we are unable to replicate something, yes, we need to gather specific data from the user, and if our engineering or product team needs further information to work on the issue, we will have to also gather that from the user.

I hope this makes sense!

-Coach Jon

EL1234 · November 20

This appears to be the same issue as posted here, where I and others have provided lots of details as were requested.

https://community.simplifimoney.com/discussion/10587/balance-issues

If so, according to @Coach Natalie, they don't need any further examples at this time.

SRC54 · November 20

Thank you @EL1234 I thought I was being helpful providing evidencial support. [removed - speculation]. Since it gets fixed 4 hours hater, Simplifi is messing things up. I've done what I could to help, but I am about done. It works 4 hours later. Whether it's Capital One, Chase or my local bank FUSB.

I have a decision to make in Dec whether to continue with Simplifi. It has a lot of nice features, but the support is bad and the program is buggier now than in 2021.

Coach Natalie · November 20

@SRC54, I am working closely with our engineering manager on this issue. Since Balance Normalization was added for First US Bank, which should have resolved the issue you are seeing, we now need to gather very specific data from you so he can prove it's not. After reviewing the information you sent in this thread and to Coach Jon via DM, we still need data from you. If you'd like to continue having this issue worked on, which would be helpful on a global level with the other users experiencing this issue with various banks, we MUST gather this data. Please provide:

A screenshot of the current balance for the account in Quicken Simplifi (this can't be redacted, we need to see the balance).
A screenshot of your cleared transactions on the bank's website that shows a running balance after each transaction. We need to see the balance after the latest cleared transaction. If there is no running balance for cleared transactions, is there any other way you can get us this data, such as a statement or an export of transactions? This is a really important piece.
The Date, Payee, and Amount of the transactions that still seemed to be counted as "pending" toward the balance when the issue was occurring. From your screenshot, it looks like there are 4 transactions that equal $482.80, so we would just not include the $100 "Cash" one in this list — correct?
A screenshot of any pending transactions on the bank's website — there are currently no pending in either QSimplifi or the bank's website, correct? And there was no pending at the time the balance was incorrect either, is that right? Did those 4 (or 5, technically) transactions recently clear with the bank?
A screenshot of the Accounts Summary page from the bank's website. This is the landing page after signing in. You can redact any private info such as account numbers, but the image does need to show the URL in the URL bar at the top. This is best taken from a computer web browser.

You can DM this info to me or Coach Jon, please. Much appreciated!

@EL1234, the comment in the other thread was directed to Rob. His issue with Citi was already filed in a separate ticket, so we don't need to continue adding examples to our internal ticket for his issue. Sorry for the confusion.

Thanks!

-Coach Natalie

Simplifi Calculates FUSB Balance Wrong Again Today

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