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Remove Sync from Bank.

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wilmingtontrader

23 Oct, 2015 10:21 AM

I am trying to remove a sync, for a bank, that I had setup for syncing but now the bank is charging for this service. The bank says it is on your end (meaning Moneydance 2015) and they cannot stop it. I have removed all the info from the account and it has never synced with the bank but I am still getting charged a monthly fee. How can I remove this sync from all devices to stop these charges.

1. 1 Posted by David Hanley on 23 Oct, 2015 11:53 AM

   

   Hi,

   Can you give me the name(s) of the financial institution(s) you're trying to disconnect from? Your bank will need to discontinue your direct connect service on their end, the Moneydance application has no way to do this. Could you try asking your bank to disable your account for direct connections from Quicken. Moneydance uses exactly the same OFX server connection protocol as Quicken but your bank representative may not know this and mistakenly believe that you can disable the connection from within Moneydance.

   Please let me know if I can be of further assistance, and thanks for your interest in Moneydance!

   David Hanley
   Infinite Kind Support

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2. 2 Posted by wilmingtontrade... on 23 Oct, 2015 12:19 PM

   

   David,

    

   The name of the Bank involved is BB&T (Branch Bank and Trust).

    

   Thanks for your help,

    

   Norman Watt

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3. 3 Posted by Ian L on 23 Oct, 2015 02:57 PM

   

   To remove the sync from Moneydance, first click on your account register. Then, go to the Online->"Setup Online Banking" menu item. In the window that pops up, click the "Disable" button. This will disable online downloads for this account in Moneydance.

   Hope that helps. Please let me know if I can be of further assistance, and thanks for using Moneydance.

   Ian
   Infinite Kind Support

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4. Ian L closed this discussion on 23 Oct, 2015 02:57 PM.

5. wilmingtontrader re-opened this discussion on 23 Oct, 2015 03:37 PM

6. 4 Posted by wilmingtontrade... on 23 Oct, 2015 03:37 PM

   

   Good Morning,

    

   When I followed your instructions there is no disable button there. As a matter of fact there is no online banking information there as I had removed it over a month ago.

    

   Thanks,

    

   Norm

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7. 5 Posted by Ian L on 23 Oct, 2015 03:45 PM

   

   In that case, Moneydance is no longer able to use direct connect to connect to your bank. If they are still charging you, they'll need to turn off the service on their end. Unfortunately, this means you'l need to call them again. If they insist that the problem is on our end, ask if they have seen any actual connections from you since you turned it off in Moneydance. You may need to talk to a technician to get this information. If they don't see any connections in their system, that should prove that Moneydance isn't connecting and they need to deactivate your direct connect account in their system. If they, do see a recent connection from Moneydance, let me know and we'll try to figure out how that could have happened.

   Ian
   Infinite Kind Support

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8. 6 Posted by wilmingtontrade... on 23 Oct, 2015 03:48 PM

   

   Ian,

    

   Thanks, I am going to the bank this afternoon.

    

   Norm

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9. 7 Posted by -Kevin N. on 23 Oct, 2015 04:20 PM

   

   Hi Norm,

   If I may make a suggestion, print out the forum messages between you and Moneydance support to bring with you to the bank.

   -Kevin N.

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10. 8 Posted by wilmingtontrade... on 23 Oct, 2015 07:42 PM

    

    Kevin,

     

    I had already done that and just got back from the bank. I believe that we have gotten this straightened out but won’t know for sure until the next billing cycle. The good news is that the bank is giving me credit for these charges. Will have to wait and see what happens.

     

    Thanks,

     

    Norman Watt

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11. 9 Posted by -Kevin N. on 23 Oct, 2015 07:47 PM

    

    Hi Norman,

    I'm glad to hear that you hopefully have gotten things sorted.

    Personally, if my bank (Regions) tried charging me to access my own data, I'd be banking somewhere else.

    -Kevin N.

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12. 10 Posted by Tom Freeman on 23 Oct, 2015 08:44 PM

    

    Norman

    Glad you this sorted out. If there are any further issues please let us know.

    Tom Freeman
    Infinite Kind Support

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13. Tom Freeman closed this discussion on 23 Oct, 2015 08:44 PM.