I think some transparency would go a long ways

Jesse Mecham ,

Not sure if you've seen this part of the forum lately but your direct import partner sucks and people are really unhappy with waiting weeks for fixes.  

Props to your support people FanessDan  for doing their best to maintain positive messaging.  However, at the end of the day, there are no real answers.  

I've been an IT Professional for 20 years.  When our systems don't work and our users start freaking out, sometimes we can't say anything other than we're working on it.  

BUT, sometimes it's helpful to understand where the problem lies so that there's some comfort in knowing there is a light at the end of the tunnel.

Direct importing whether via API, or screen scraping, or any number of web techs usually breaks every once in a while but it's the communication that's key.  

1. The banks changed something technically and you're now SOL and can't negotiate any differently.  Then, tell us the relationship may not be fixed and that users need to deal with it.

2. The banks change something technically and your direct importers don't know how to fix it.  Well give us the development timeframe and what you're doing about it.

As an YNAB evangelist for the past year, I'm well on my way out...and the reason is that no one will be straight with me.  

Stop giving me workarounds and plesantries and just give it to me straight.  As a paying customer I think we all deserve that.  

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  • We're closing out Bank Importing threads in the forum to make sure these issues are better resolved.

    Replies in this thread have been turned off, but if you’re having trouble with your bank, please fill out this form and our Direct Import team will help you get things back up and running! :)

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  • also, my connection to HSBC has been broken for weeks. Why is it not on the status page? http://status.youneedabudget.com/

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    • Hi King !

      I know this isn't your first run-in with direct import issues (I wish it was!) and I know I've apologized before, but we truly are sorry for the inconvenience! We never mean to come off as secretive and we always try to answer your questions with as much information as we can - that being said, direct import isn't always a clear topic.

      Sometimes, the issues with direct import are neither of the two you mentioned. We list wide-spread issues on our status page, so that when a high-number of users are affected, they can track the status there. The issue you're experiencing with HSBC is with your specific account. This can happen for a number of reasons and, because the issue is not always clear, our Direct Import partner has to investigate what is preventing one account in particular from connecting when others are - this can be a disconnect between that account and the system, it can be an allowance issue, and a number of other more technical factors. Once they find the cause, they then have to repair it - which can include a fix on their end, a fix on the bank's end, or both.

      We know the response times aren't ideal and the improvements we're hoping to make this year are to help cut those down and also maintain more stable connections moving forward. We're looking at changes we can make personally and changes we can make through our Direct Import partner. We want direct import to be a better and more convenient experience.

      If you have any specific questions, or if there's anything you feel I've left out, please don't hesitate to ask! I'm here to answer your questions and we'll always be working on improving! :)

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