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Community Contributor *

Duplicate transactions from chase

Hi, 

There is an issue with Chase bank connection. It downloads duplicate entries. I've deleted all transactions and reconnected and the issue persists. I have a 2 employee credit cards, so I've created a master credit card account and the 2 cards are subs of the master. 

 

Please advise how to resolve the duplicate transaction issue. I don't want to manually go through and exclude all the duplicates, there is just too many!

32 Comments
QuickBooks Team

Re: Duplicate transactions from chase

We've received reports about duplicate transactions with the Chase bank, Bloom.

Right now, our engineers are closely working with your bank to resolve this issue for you. While we don't have a workaround yet, it would be best to contact our Customer Care Team. They can add you to the list of affected users, so you'll receive an update when this is resolved.

You can get our phone number by following these steps:

  1. Go to this link https://help.quickbooks.intuit.com/en_US/contact.
  2. Select QuickBooks Online.
  3. Click Solving issues & error messages topic.
  4. Click the Banking sub-topic.
  5. Scroll down and click the Get Phone Number button.

I appreciate your patience on this. Don't hesitate to let me know if you need anything else.

Community Contributor *

Re: Duplicate transactions from chase

Thanks for the update. Please escalate this as it's cause havoc in our balance sheets. Simply excluding the duplicates is not fixing the problem and the balances are all off. 

Thanks,

B

Moderator

Re: Duplicate transactions from chase

Thanks for getting back to us, @bloom.

Allow me to provide a little more information concerning duplicate transactions in QuickBooks Online.

 

I would like to inform you that this is already been escalated to our engineering team. Although I don't have a specific time frame as to when and how this will be mediated upon, rest assured are looking into it. I'll keep you updated every now and then until we've completely resolved the issue.

 

Should you need any further information, please do not hesitate to let us know. Have a good one.

Community Contributor *

Re: Duplicate transactions from chase

Hi, 

 

Can you please provide an update here. What is the latest with this issue and when is it going to be resolved. Dates please!! 

 

Moderator

Re: Duplicate transactions from chase

Please permit me to interrupt in this thread, @bloom

 

When I checked the status of this issue, our engineers are still working on solving this unexpected behavior. For now, what we recommend is to exclude those duplicate transactions. 

 

Here's how:

  1. In the Banking section, select the For Review tab.
  2. Check the boxes of the duplicate transactions.
  3. Click on Batch actions and select Exclude Selected.

All of these duplicates will be transferred in the Excluded tab. If you wish to delete them, go to that tab and check the boxes of the transactions. Then, select Batch actions and then Delete.

 

We'll keep you posted once it's resolved. Let us know if you need anything else. We're here to help. 

Experienced Member

Re: Duplicate transactions from chase

hi Garlyn, as I have mentioned before the process of excluding the duplicates does not resolve the issue with the balances. The chase vs QuickBooks balances are off, the current problem between chase & quickbooks seams to be beyond just duplicate transactions. 


QuickBooks Team

Re: Duplicate transactions from chase

Thanks for keeping us posted, bloom1.

 

Let me give updates about the current investigation about the issue with duplicate transactions from Chase Bank.

 

I've researched the status of the investigation about duplicate transactions with Chase Bank and found out that our engineers are still working with your bank to come up with a permanent fix. 

 

Meanwhile, I can help you match your Chase Bank balance and QuickBooks balance. There are several reasons why your balances doesn't match, among these are the following:

  • Outstanding transactions
  • New transactions for a connected account
  • Duplicate transactions
  • Edited or deleted transactions
  • Credit card (liability) account

I've added an article for more information fixing incorrect balances in QuickBooks Online (QBO): How to fix differences between QuickBooks balance and bank balance.

 

Should you have additional questions about handling duplicate transactions and fixing bank balances, don't hesitate to ask me here in the Community.

Community Contributor *

Re: Duplicate transactions from chase

Hi, what is the status on this fix. Please give us an update and let us know why this is taking so long to resolve. 

Moderator

Re: Duplicate transactions from chase

Hello bloom,

 

Our engineers are still working with Chase technical supports and engineers to get this issue fixed. We'll get back to you as soon as we receive additional updates.

 

Temporarily, you'll need to exclude the duplicate bank transactions in the For Review tab.

  1. In the Banking page, go to the For review tab.
  2. Put a check mark on the duplicate bank transactions.
  3. Click the Batch actions button and select Exclude selected.

You can use this article for reference: How to Exclude Expenses from Downloaded Bank Transactions.

 

I appreciate your patience as we work for a fix.

Community Contributor *

Re: Duplicate transactions from chase

Hello 

 

As I see it, this issue is still outstanding since it was raised over 3 months ago.  QB is an accounting software, and may have multiple users in any given organization.  This could lead to these duplicates being brought in easily.   

 

You are also providing a workaround that is not acceptable.  Going in and deleting transactions manually is not only extremely time consuming and tedious, but also would raise concern about the integrity of the data in an audit situation.   

 

While you are working on a problem that should have had a maximum timeline of 30 days (that is being generous), who is going to pay me or others for the waste of time in your workaround?  I spent an hour yesterday with my accountant determining how many transactions were duplicates.

 

I require a date of completion.  Stop saying "we are working on it."  It is not an acceptable answer.  

QuickBooks Team

Re: Duplicate transactions from chase

Hi, @TColumbia.

 

Thanks for taking the time to reached out to us. Allow me to help provide some additional information about the Chase bank duplicate transactions issue. 

 

I've check the status of the investigation about this issue and it's still in progress. As much as I would love to provide you the specific date of when this will be resolved, right now we still haven't received any updates yet. 

 

Rest assured that our engineers are currently investigating and working on an immediate fix. I also  encourage you to reach out to our Customer Care Team to add your account to the list of affected users. This way, you'll be notified of any updates on the progress on the investigation via email.

 

Here's how you can contact our phone support: 

  1. Sign in to your QuickBooks Online company.
  2. Select Help at the top right.
  3. Select Contact Us to connect with a live agent.

We appreciate your patience as we work through this. If there's anything else I can do for you, please let me know. I'll be around to help you out. 

Community Contributor *

Re: Duplicate transactions from chase

Okay so is QB going to start reimbursing me for my time spent sorting these transactions?  

 

Is this problem in the online product as well? 

 

Is there any version that is not displaying this problem?

 

Finally, are there other banks/credit card companies that are affected?  

QuickBooks Team

Re: Duplicate transactions from chase

Hello @TColumbia,

 

We’re working hard to make every interaction worthwhile for our customers. We also want your concerns to be addressed properly.


Allow me to guide you in getting the best support to help you out.

 

I suggest contacting our QuickBooks Customer support about reimbursements. This way, they can verify your account and help you further with it.

 

Here’s how to contact them:

  1. Go to this link: https://help.quickbooks.intuit.com/en_US/contact#.
  2. Choose your product and version.
  3. Choose a topic and subtopic.
  4. Scroll down to Get Phone Number.

Feel free to let me know if you have any other concerns.  
 

Active Member

Re: Duplicate transactions from chase

Hello, in looking for solutions to my duplicate downloads from Wells Fargo, I found this thread. I am having the same problem but with Wells Fargo account. It causes the balances to be off so that I cannot reconcile and if I do, it goes off balance immediately after a new download has occurred. Please fix my problem also.  If this is not clear, I can send you more info. Please give me a contact email. Thanks ! 

QuickBooks Team

Re: Duplicate transactions from chase

Hello there, Ckhou777.

 

Welcome aboard to the QuickBooks Community. I'm here to assist you with the duplicate transactions from the Wells Fargo bank.

 

I've checked here and haven't found any reports from other users concerning the duplicate transactions in Wells Fargo bank. You can exclude duplicates in the QuickBooks system to get rid of them.

 

Here's how:

 

  1. On the left panel, click Banking.
  2. Select a bank account.
  3. Go to the For Review tab.
  4. Put a check mark on the duplicate transactions.
  5. Click the dropdown arrow next to Batch actions.
  6. Select Exclude Selected.

 

If you've added them already, you can Undo the transactions to get them back into the For Review section.

 

Here's how:

 

  1. On the left panel, click Banking.
  2. Select a bank account.
  3. Go to the Reviewed tab.
  4. Put a check mark to the transactions you want to undo.
  5. Click Undo above the Date column.

For more information on how you can exclude transactions, I'm adding the article I recommend on this:

 

Exclude transactions.

 

If the problem continues to persist, I recommend reaching out to our Support Specialists. They'll need to check the issue further and create an open investigation if needed.

 

You can reach them through these steps:

 

  1. Log into your QuickBooks account.
  2. Click the Help option.
  3. Select Contact us.
  4. Enter necessary information and click Continue.
  5. Choose a way to connect.

Please let me know if I can be of any assistance concerning your Bank Feeds. I'll be here to help.

Community Contributor *

Re: Duplicate transactions from chase

To be clear, this post is meant to SLAM the QB software engineers and the company in general.  This is accounting software, and by definition must be 100% accurate.  The idea that it is importing duplicate data without any notification is UNACCEPTABLE.  Do these people understand GAAP, rules of accounting, or any other principles of accounting software?  Evidently not.  This community continually receives a response from someone at QB "informing" us on how to delete transactions.  I know how to delete %#$@ING transactions.  The problem is going back and determining which ones are duplicate, and how much time it takes.   My post, and this thread, is about duplicates from Chase, and it is a problem that is several months old.  If the people charged with fixing this problem worked in a real company that was held accountable internally, they would be fired by now.  Unequivocally fired.   Let's see if this stays posted.

QuickBooks Team

Re: Duplicate transactions from chase

Hello there, @TColumbia.

 

The last thing I want is to see you leave because of these ongoing concern with your Chase bank’s duplicate transactions. I know that having to go through multiple troubleshooting steps and not having any of them work can be a real pain, especially when you have more important things to be doing. Banking related concerns usually require troubleshooting steps that need to be performed with more than one attempt and usually takes time to be resolved permanently. 

 

Just as a heads-up, QuickBooks Online connection with Chase bank is a read-only type. Thus, QuickBooks depends on the data that your bank shares with us. From time to time, this connection is interrupted due to the following reasons:

  • Bank outage and other scheduled maintenance.
  • Update on your bank’s website. If you can’t find your FI, you can Request support for your bank and request it be added.
  • If there is a minor or major update in your bank information such as the bank account number.
  • Update in your Online Banking Login credentials.
  • Disconnecting and reconnecting your connected bank account.

Any of the following reason above may result to getting duplicate transactions once your bank resumes connection with QuickBooks.

 

For additional insights, you may check out these articles:

I appreciate your patience while we continue working on this. In the meantime, stay tuned to our Community page for new product updates and releases!

Experienced Member

Re: Duplicate transactions from chase

I am just finding this Thread. I am also having the same reoccurring issue with duplicate transactions, and have been for months.   

 

I agree this issue should have been addressed with more detail, as well as solved since November.

 

What am I paying for?

I refuse to own Accounting software that does not work.

 

Provide a detailed solution or anticipated date of the solution.

 

The following accounting software all offer Sign-Up discounts.  

 

1. Zoho Books

2.Xero

3. Wave

4. Officewise

5. Billy

QuickBooks Team

Re: Duplicate transactions from chase

Hi Melissa,

 

This issue about duplicate transactions with the Chase bank has been resolved. Since you're experiencing the same issue, please reach out to our Phone Support Team for further investigation.

 

Here's how to get our contact information:

  1. Click Help located in the upper right-hand corner.
  2. Click the Contact Us button located at the bottom.

Please reach out to us if you have other questions about QuickBooks. Thanks.

Community Contributor *

Re: Duplicate transactions from chase

Can you please respond as to EXACTLY when this issue was resolved?  What is the resolution date?

QuickBooks Team

Re: Duplicate transactions from chase

Hello there, TColumbia.

 

Our engineers send an email to the affected users once the issue is resolved. If you haven't received it, I'd encourage contacting our Customer Care team. This way, they can verify as to when is the exact date that this issue is resolved.

 

Here's how to contact them: 

  1. Go to Help (question mark icon).
  2. Click Contact us.
  3. Enter a brief description of your concern in the How can we help? field.
  4. Choose which way you want to speak to our live agent.

Let me know if you've additional questions. I'll be around to help. 

 

 

Community Contributor *

Re: Duplicate transactions from chase

It just keeps getting better.  So here is the story.  There is a long standing problem with duplicates and Chase banking in QB.  Someone from QB proclaims it is fixed.  I ask when it was fixed.  See answer in the thread.  I am told to call support if I did not receive an email.  Spend more of my time.  I get through the queue, and am told it is an hour wait time to speak to a representative.   

Community Contributor *

Re: Duplicate transactions from chase

see attached file

 

[attachment removed by moderator due to inclusion of personal/private information]

Moderator

Re: Duplicate transactions from chase

Hi, TColumbia.

I appreciate the screenshot you've provided. Allow me to take over and get you pointed in the right direction.

 

I'd like to check this for you and get it taken care of myself. However, I won't be able to check your account without asking for sensitive information. I don't want your account information displayed here for security reasons since Community platform is a public forum.

 

I know you've already called in. However, I still suggest getting in touch with our QuickBooks Desktop Support to have this re-investigated.


To reach us, please follow these steps:

 

  1. Sign in to your QuickBooks Online Company.
  2. Click (?) Help at the upper right corner.
  3. Select Contact US on the pop-up.
  4. Enter what you're needing assistance within the How can we help? field and choose Continue.
  5. Click Get a callback.
  6. Enter your contact information.
  7. Select Call me.

Fill me in if there's anything else I can help you with downloading transactions in QuickBooks.