ANZ Share Trading Transactions download

  • 4
  • Problem
  • Updated 1 month ago
  • In Progress

When I try to download a share transaction into my Reckon Personal Plus 2016 I get the message from Reckon Accounts that Reckon Accounts was not able to complete the request [OL-221-A]

Any suggestions how to make this function work would be greatly appreciated

Cheers

Ian

Photo of Ian M

Ian M

  • 220 Points 100 badge 2x thumb

Posted 2 years ago

  • 4
Photo of Justin Tan

Justin Tan

  • 160 Points 100 badge 2x thumb
I have the same problem. Is there an error with the server? Someone please respond!
Photo of Rav

Rav, Community Manager

  • 42,624 Points 20k badge 2x thumb
Hi guys,

Apologies for the delay in getting back to you on this, our Development team are investigating this issue. Unfortunately I don't have an indication on timeframes at this stage however I'll update this thread as soon as I receive more information.

Cheers
Rav
Photo of Ian M

Ian M

  • 220 Points 100 badge 2x thumb
Hi Rav,

It is now 3 weeks since I posted, and still no solution. As part of our consulting service we advise people on Share trading platforms and share accounting packages. At the moment we are having second thoughts about ANZ share trading and Reckon Personal Plus. When will this issue be resolved?

Cheers
Ian
Photo of Rav

Rav, Community Manager

  • 42,624 Points 20k badge 2x thumb
Hi Ian,

I've had another word with the team around this, unfortunately I don't have a further indication on timeframe at this point however two potential root causes have been identified which require further investigation in itself along with formulation of an appropriate solution.

I know that may be of little comfort at this point, and I sincerely apologise. I will update you, and the thread, with further information as soon as it comes to hand.

Rav
Photo of Justin Tan

Justin Tan

  • 160 Points 100 badge 2x thumb
Thanks. It's good to know that you are at least working on it. It's been about a month with this problem.
Photo of Phil Wherrett

Phil Wherrett

  • 82 Points 75 badge 2x thumb

Any further update on this error?  I was getting this in Reckon Personal Plus 2016 and am still getting the same error after upgrading to Reckon Personal Plus 2017.

Thanks,

Phil.

Photo of Nick

Nick

  • 206 Points 100 badge 2x thumb
I'm still getting this error. This is the only reason I buy Reckon Accounts Plus, to use this feature and work out my CGT so I can lodge my tax returns. Sadly there seems to be little updating from Reckon and Rav. I can't imagine they are putting any urgency on fixing this. I will also complain to ANZ Share Investing.
Photo of Rav

Rav, Community Manager

  • 41,864 Points 20k badge 2x thumb
Hi Nick and everyone,

Firstly, apologies for not updating this thread sooner.

To give you some insight, there has been investigation conducted on this error and the cause has been identified as a change in the Broker ID.

Remedial action to resolve this issue has been formulated and will take effect in the new year.

I will provide any details on a firmer timeframe as soon as possible.

Thanks
Rav
Photo of Paul Oakley

Paul Oakley

  • 140 Points 100 badge 2x thumb
Hi, I am also having this issue, requiring me to manually enter 50+ transactions a month. Like some of the above individuals one of my main uses for Reckon Personal Plus is for tracking my share trading. It is very disappointing that this issue is taking so long to resolve. It is the New Year now, any update on the timeframe. I will also make a complaint to ANZ share Investing.

Regards Paul;
Photo of Robert Newman

Robert Newman

  • 88 Points 75 badge 2x thumb
it has been a number of months since any update to this problem. Can you please advise when it will be fixed as I am losing patience with not having one of my key reasons for using Reckon.  Thanks
Photo of Andrew Crick

Andrew Crick

  • 100 Points 100 badge 2x thumb
Hey Rav,any closer to getting a solution to this as its bordering on false advertising by both Reckon and ANZ share investing who have a link to download accounts, wasted my time complaining to those guys and seems much the same with Reckon
Photo of Justin Tan

Justin Tan

  • 100 Points 100 badge 2x thumb
It's not just bordering on false advertising. It IS false advertising. My subscription expired and I have not renewed because of this issue. It's hard to imagine that it has been about a year since this problem first came up and no one seems to be able to fix it. And Reckon doesn't allow export of its data, thus forcing us to continue to stick with broken Reckon products. Maybe it's time to complain to the ombudsman.
Photo of Rob_N

Rob_N

  • 278 Points 250 badge 2x thumb
I agree.. having this facility was one of Quicken's/Reckon's strengths. I'm also considering changing.. both my accounting software and my share investment platform.
Photo of Nick

Nick

  • 206 Points 100 badge 2x thumb
Has anyone been calling ANZ to complain? This is so poor. I bought it specifically to do this, and can't do my tax return until it works which is holding up finances.
Photo of Rob_N

Rob_N

  • 276 Points 250 badge 2x thumb
Yes I have and have had one of their tech guys sending a .qfx file to try. So far none have worked and ANZ is not seriously working on it as i am having very infrequent contact with him. He also says he has been in contact with Reckon. I agree a very poor customer experience from ANZ and Reckon
(Edited)
Photo of Nick

Nick

  • 206 Points 100 badge 2x thumb
Rav?
Photo of Rav

Rav, Community Manager

  • 42,624 Points 20k badge 2x thumb
Hi guys,

I'm not quite sure what the latest status of this is at the moment but I'll check in with the product & dev teams on it to get the latest news.

Will update the thread when I have more info.

Thanks
Rav
Photo of Rav

Rav, Community Manager

  • 42,624 Points 20k badge 2x thumb
Hi guys,

I've checked in with our Product Manager around this, the issue was caused by a change on their end to the export format after their re-brand.

We've worked with them to revert the format back. However, this still requires testing and preferably in a live active-use environment.
If any of you are comfortable with providing your contact details (name, phone number & Etrade details), our Product Manager can liaise this with his contact at ANZ to hopefully get this moving along.

You can send this through to me at community@reckon.com 

Thanks
Rav
Photo of John Campbell

John Campbell

  • 3,232 Points 3k badge 2x thumb

Why can't the suspect .qfx file be edited and corrected for the "change in the Broker ID" and then tried as a patch. Surely this is a 5-minute test, not 12-months !!

What a load of B..S.. !!


Is this what we pay our annual subscription for ?

Photo of Nick

Nick

  • 206 Points 100 badge 2x thumb
Agreed! We need to get this out on Social Media to shame this company.
Photo of Rob_N

Rob_N

  • 278 Points 250 badge 2x thumb
I gave my contact details to both parties and have had no contact for months. It's now got the stage where I no longer even bother to complain as it has become a waste of my time.

I agree with John and Nick that it is B..S and maybe social media is the answer.
Photo of Nick

Nick

  • 206 Points 100 badge 2x thumb
I just can't believe how a company as reputable as ANZ is happy to have a broken website/product for so long. Such poor form and bad for their brand rep.

Not to mention the risk of losing customers to another share trading platform (e.g. Commsec). In this day and age you need to respect your customers and value all the business you have.
Photo of Rob_N

Rob_N

  • 278 Points 250 badge 2x thumb
I totally agree this...ridiculous situation needs to get to the right people at ANZ
Photo of Nick

Nick

  • 206 Points 100 badge 2x thumb
Its amazing they still promote Reckon on their trading website. If I were ANZ, I would ditch Reckon. Its really poor form and not reflecting on them. 

I won't be renewing in August if this is not fixed by then. I will change to another accounting process and perhaps even to Commsec. 

This is costing me money as I need it to do my return. This is shameful business behaviour from both Reckon and ANZ, ironically for a tool for business purposes.
Photo of Nick

Nick

  • 206 Points 100 badge 2x thumb
GAVE UP!

Spent 6 hours over the weekend entering the transactions manually just so I could do my tax.

This product is supposed to assist us and make it easier, not harder. That's why we give them our business and pay our money to buy it.

RAV - how about offering the 2018 upgrade to all of us who have been so put out by giving Reckon our business and paying to use this product (myself for many years now). I think this would be a good gesture and go some way to making good (along with fixing the problem finally). The processes enabling this to be ignored for so long is such poor form and should also be looked at so it doesn't happen again.
Photo of Rob_N

Rob_N

  • 278 Points 250 badge 2x thumb
I have now made a written complaint to ANZ and included a link this issue.   Like you  I am really losing my patience with both ANZ and Reckon.

Unfortunately with Reckon, I paid my annual subscription recently.

I gave Rav my details immediately he asked for a volunteer but have received nothing since Rav's acknowledgement.  
Photo of Rav

Rav, Community Manager

  • 42,624 Points 20k badge 2x thumb
Hi guys,

I fully appreciate and understand the frustration around this issue especially around its protracted nature.

Unfortunately, I don't have a further update or ETA at this present time however I can assure you that our Product team is across this and are engaging ANZ on anything further required from our part to resolve this problem.

Rob_N - thank you for sending through your details, as mentioned in my email reply, I've sent this through to our Product Manager.

As soon as I have further information in regard to this issue I will advise the thread with an update.

Thank you all for your patience and my apologies for the frustration, not to mention inconvenience.
Photo of Ernie Wakamatsu

Ernie Wakamatsu

  • 80 Points 75 badge 2x thumb
Any updates?  I agree with the above that this is quite silly and can't be resolved in a timely manner.
Photo of Rob_N

Rob_N

  • 278 Points 250 badge 2x thumb
I have had recent intermittent contact from ANZ  IS with to date, no satisfaction. I  have today  called ANZ Share Trading and pointed out the damage this issue was doing to the new brand  and 'strongly' suggested that this matter be escalated.  Waiting now for some evidence of action.

Fingers crossed!!
Photo of John Campbell

John Campbell

  • 3,232 Points 3k badge 2x thumb

Rav,

Why is it that there is no response to this issue. I have recently received a notice of subscription update, but there is just no support being provided by Reckon on what appears to be a fairly easy problem to resolve.

We are being asked to pay up but get nothing in response.

I am not sure I understand this business model, apart from the intention of bleeding customers.

Meanwhile we get screwed for 10% growth in fees and the only thing that works is the billing system !

Photo of Nick

Nick

  • 206 Points 100 badge 2x thumb
After 10+ years of paying them money (increasing fees) I replied. Insane business model - how to lose paying customers.

From: Nick <nicks*@gmail.com>
Date: 27 October 2017 at 10:39
Subject: Re: Nick, Reckon Accounts Personal Plus 2018 Now Available
To: Reckon <reply-feec1c7772610c-284_HTML-4619375...>


Fix the ANZ Portfolio integration before you dare bother to ask me to renew your product ever again!!!
(Edited)
Photo of Rav

Rav, Community Manager

  • 42,624 Points 20k badge 2x thumb
Here is the latest information I have in regard to this situation.

As per my post on July 18 requesting info from affected users, we provided ANZ with the details of said users who chose to come forward & provide them. They have made contact with these users in early August and have reproduced the issue from their end.
From that point, our Dev team have provided all necessary information from our end which we believe is required to address and resolve this issue which they have committed to doing. 

We have been open with the team at ANZ and have advised for them to create dialogue with us should there by any challenges or difficulties in executing the necessary action to address the issue.

I have asked our Dev team to follow up on this from our end again and we expect to receive an update toward the end of next week and will update the thread when this occurs.

Thank you all for your patience,

Rav
Photo of Nick

Nick

  • 206 Points 100 badge 2x thumb
How about tell ANZ how poorly this is reflecting on both Reckon and ANZ!!!!

Time for some viral social media posts with links to this thread I think.
Photo of Rav

Rav, Community Manager

  • 42,624 Points 20k badge 2x thumb
Hi everyone,

For those who are experiencing this issue, can I please ask that you send through a copy of your QDF file and Etrade user ID to community@reckon.com. Please include your full name and contact details.



Rob_N -
I've been advised that ANZ sent through a copy of your file back to you with a potential fix applied to it in August. Can you confirm you received and tested this file.
If the problem persisted on the returned file, please let me know if you got back in touch with ANZ and when.


Thanks everyone
Photo of Rob_N

Rob_N

  • 278 Points 250 badge 2x thumb
Hi Rav,
I did receive an amended file from David Z, Senior Technical Support Officer, at 4:04pm on the 9th August.  I tested the file and it failed (again) and then did  another direct download from the web site and it also failed. Both with the following message:

Reckon Accounts was not able to complete your request [OL-221-A]


[OL-221-B]

I emailed the screen prints for both these errors back to: ANZSI Service [mailto:service@anzshareinvesting.com] with the Subject:

RECKON Data Transfer File Error  ***IMPORTANT***  ATTENTION David Z

I emailed this at 04:54pm the same day.
I have had no further contact with ANZ on this matter and to be honest I have simply given up trying to keep in contact with them.
I hope this helps,
Rob
Photo of Rav

Rav, Community Manager

  • 42,624 Points 20k badge 2x thumb
Thanks Rob, can you please forward the whole email chain to me at community@reckon.com

Thanks
Rav
Photo of Rob_N

Rob_N

  • 278 Points 250 badge 2x thumb
Done
Photo of Justin Tan

Justin Tan

  • 160 Points 100 badge 2x thumb
You mean I have to send in my qdf file in order to get a fix? I feel that my qdf file is quite a private matter: it details all my assets etc. I don't feel comfortable in sending this in. Also, it is 42MB in size and I doubt the email system will transfer a file of this size. Surely the fix can't be that difficult? It's been more than a year! There just seems to be no motivation to get this done.
Photo of Rav

Rav, Community Manager

  • 41,864 Points 20k badge 2x thumb
Hi Justin,
To clarify, no, sending your file in is not to have a fix applied on an exclusive basis. As you're all aware, there hasn't been much progress on this particular issue on a widespread level so we're looking at getting these files to push and expedite ANZ in getting this sorted.

In regard to file/email size, this can be countered through sharing options such as Dropbox, Google Drive etc.

If you're not comfortable contributing, that is understandable and we respect that.
Should any users wish to, please get in touch via the details above.

Thanks
Rav
Photo of John Campbell

John Campbell

  • 3,232 Points 3k badge 2x thumb

Rav, 4 months ago you posted:

"I can assure you that our Product team is across this and are engaging ANZ on anything further required from our part to resolve this problem."

That was 4 months ago !!

I am trying to understand what is the problem vs what is the BS excuse.

I don't use ANX but have exported a .ofx file from the bank I use,(which we all apparently own!) This is a text file.

Is the interface between quicken and ANX via this .ofx text file or similar ?

If it is then either ANX are producing a .ofx file that does not conform to the file syntax, or ANZ has changed their syntax, but still conform to the syntax rules.

Either way, why can't Reckon adapt to support the file syntax that ANZ is delivering. A quick review of the file I have received indicates this is not a complex task, especially if adapting from the present .ofx interpreter. Realistically, this should take 1 day to develop and say 2 days to test.

I've just paid another years subscription, as have the others who still use RPP so why not fix it and provide an update to qw.exe

Reckon appear to be failing to provide a fix for an advertised capability of RPP in a reasonable time !!

(Edited)
Photo of Nick

Nick

  • 206 Points 100 badge 2x thumb
I demand ANZ stop showing on its share trading site that you can download into Reckon! This is false advertising. Shall we complain to Consumer Affairs?
Photo of Rob_N

Rob_N

  • 276 Points 250 badge 2x thumb
NIck,
I've been told by ANZ that the  Download to Reckon Tab is a legacy tab for existing account holders when ANZ re-badged. i.e new clients don't see it. 
Photo of Justin Tan

Justin Tan

  • 160 Points 100 badge 2x thumb
Does anybody else besides Rav, from Reckon or ANZ, read these posts? It doesn't seem like it.
Photo of Paul Oakley

Paul Oakley

  • 140 Points 100 badge 2x thumb
Any updates ??  I am now using Sharesight and Xero though if this issue is sorted in Reckon it is more attractive to me.  How come Sharesight can sort out the data feeds from so many providers and Reckon can't get a single data feed from ANZ to work......I'll be applying for a refund of my subscription and also contacting consumer affairs for false advertising.