Bank Feed Problems

Jessica Dolan

Hello, I was wondering if anyone else started having problems with their bank feeds in late March? Starting at that time, our bank feeds (Citizens Bank) have had all kinds of issues. It started with duplicate transactions and a change in the formatting of the text that gets pulled in. The automatch function no longer works like it used to, and there are several mismatches every refresh. There is constant difficulty connecting the feeds and pulling transactions. It will prompt me to reconnect the feeds over and over until I give up and try again the next day. The feeds will no longer pull transactions daily like they used to. They will skip anywhere from 2 days to 30+ days between pulling transactions. This causes me to get way behind on my reconciliations.

These feeds used to work perfectly and so I'm just wondering if anyone else started having issues in late March? That is when everything started breaking down with our feeds.

Nikki Baldwin

@Jessica Dolan Sorry you're having trouble with this and I'm assuming you were hoping to hear from a peer on this topic. Since no one has responded at this point, I did just want to reach out and ensure you had a support case with us (and if not, direct you to create one) so we can check this out. That time frame makes me think it was related to the update to Open Banking, so hopefully we can get you sorted out!

Jessica Dolan

@Nikki Baldwin thanks for the reply. Yes I have had a case open since late March. Just was curious to see if any other users were having problems. What was the update on Open Banking?

Nikki Baldwin

@Jessica Dolan, here is a KB article with details on that update – this should seem familiar as anyone with feeds set up would've had to go through the update process: https://kb.blackbaud.com/knowledgebase/articles/Article/202170
Glad to hear you have a support case already – the team would be working with Yodlee on the back end to get your issues resolved as soon as possible.

Lynn Yeager

@Jessica Dolan
Hi - March is when we started having issues as well and just last week, one account pulled all the current month's transaction from the wrong bank account. Both accounts are ours, but we had made no changes to how the accounts are linked. I reported this new development under our case with support (open since March) and was told it has now been escalated.

Jessica Dolan

@Lynn Yeager wow that is one issue we haven't had yet, but now I'm worried it could happen! Hope they can help you with your case. Which bank do you use?

As an update, we are still having problems. Currently our main bank account isn't pulling any transactions at all. We have a case open for that. We have had a variety of problems since late March, and it seems when one is resolved another one pops up.

Lynn Yeager

@Jessica Dolan - things are going downhill quickly here. I couldn't link to the bank this morning (Western Alliance) and just now rec'd a red error message when I tried two different accounts - "the HTTP status code of the response was not expected (400), so it doesn't look good. I was limping along, able to connect after several attempts, until this last week, but now the feature is useless. I will report this new development under my case, but don't expect to hear back any time soon.

Lynn Yeager

@Jessica Dolan - update: while I rec'd the error message with our Western Alliance accounts, our Chase account worked fine.

Susan Trippe

@Jessica Dolan
Yes, I have been having terrible problems with the bank feed since February. I opened a support case and have been back and forth with support with NO PROGRESS. Every time they contact me about my case, they ask for something else from me…screen shots, reports, etc, but no progress has been made on my case. I have been having to manually clear checks for the past 3 or 4 months because it's less time consuming to do that than it is to correct all the mistakes Yodlee makes with the check clearing. Now I am too busy to deal with support about this because I am in the middle of our year-end close and audit. They closed the case and asked me to reopen the case once I have time to communicate with them. This has been extremely frustrating!! Just fix the thing already! In my case, it seems that the check clearing process does not even look for a check number, but clears based on dollar amounts…I don't know what's going on. It's a huge mess.

Jessica Dolan

@Lynn Yeager when you say you used to be able to connect after several attempts – do you often have to “update bank” AKA enter your login credentials repeatedly in order to refresh the feed? This is an issue we have.

Jessica Dolan

@Susan Trippe we also experienced a change with the automatching in late March. It always used to match based on the check number and amount, and so the automatches were almost 100% perfect. Now, it is only matching based on amount, so we have mistakes every day we have to go back and manually correct. And even the amount can't be entirely trusted – one time, I had it match a positive amount to a negative amount.

Susan Trippe

@Jessica Dolan
I'm glad to hear that I'm not going crazy. The support people made me feel like I was the only person with these complaints.

Dave Loncala

@Susan Trippe
Hello, just curious if your issues have been resolved. We've been on NXT since last March. Had a bank feed issue in late May where several days never came over and we ended up having to identify those missing bank feed items. That case was never closed out with a resolution or reason. Then this past month, we ‘ve had issues updating. The person handling bank recs here within NXT identified 3 or 4 bank items that didn’t come over during this time. We have a case open but are not hopeful. As far as the matching, that has been sketchy since check #'s seem not to be driver on auto-matching. Thanks in advance for any info!

Susan Trippe

@Dave Loncala
No, these issues have never been fixed to my knowledge. I gave up on the auto matching system because it's burned me several times and cost me lots of time and effort to manually correct its errors. I'm trying to manually clear checks daily or at least weekly so it's not such a huge undertaking. Sorry…I know that's bad news.