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Can't see past transaction
December 1, 2015
7:46 pm
Jon
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Their system still cannot show pending transfer and past transfer, so keep a good record of when and how much $ is transferred.

December 2, 2015
9:04 am
fabafter50
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I had the same problem, called them and they said it's a system glitch. Good news is the transfer went through in 2 days. If you call them, they can see your pending transfer and confirm it for you.

December 2, 2015
11:08 am
Yatti420
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Is this the zag website that wont show previous transactions? The online mobile app is showing me everything til the day I signed up..

December 2, 2015
7:23 pm
james1900
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Yatti420 said

Is this the zag website that wont show previous transactions? The online mobile app is showing me everything til the day I signed up..

It is the Zag website online banking. On "move it" page there are three tabs: transfer funds, pending transfers, Transfer history. Pending transfer and Transfer history never showed. I also checked the mobile APP. It seems that the APP does not have "Pending transfers" and "Transfer history" functions.

December 2, 2015
8:22 pm
Norman1
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Transfer requests do appear briefly in the "Pending Transfers" page. A request of mine lingered there for about 30 minutes. I think most of the time the Move It requests are accepted by Zag's system and are removed from the page in seconds.

After a request is accepted and disappears from the "Pending Transfers" page, there is no sign of it until two or three business days later, when the transfer is posted to the account.

I think the two or three business days of no visible indication of a transfer is what Jon is warning about.

December 4, 2015
10:09 am
Yatti420
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Yea I brought that up previously aswell.. Hopefully will be fixed in the future!

January 5, 2016
12:39 pm
edarte
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I have a hard time believing that a financial institution can have such poor processes. From day 1 few things have worked as expected. Just registering as a customer was a long buggy process.

I first encountered the faulty money transfer process back on October 8, 2015. I thought I had entered a transfer to CIBC but when I checked a couple of days later the money was still sitting in Zag. There was no transaction in "Pending" or in "History" so I assumed I was confused and entered a new transfer. Then two days later I saw that two transfers had been processed.

I called Zag and asked what was going on. The poor agent that had to deal with me kept apologizing and saying they were working on the problem but could give me no explanation. I asked for and was told somebody would get back to me. That was In October - so far nothing back from Zag.

So I knew, when I put a new transfer in last Saturday, to keep a record of my entry. Late yesterday (Monday) the money was still in Zag and the transfer was still showing in "Pending".

Today (Tuesday) again the money is still sitting in Zag. But now there is nothing in "Pending" and nothing in "History". In fact there is nothing in "History" going back at least 180 days!! So not only does "History" not show my recent transfer, it is as if Zag has no record of the two transfers (and problems) I had back in October!!! So almost 90 days later this serious glitch in their systems is still there.

Are we just seeing the "tip of the iceberg" with these problems and is it much worse under the covers?

January 11, 2016
6:27 pm
Norman1
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Zag's online banking platform is still "rough around the edges".sf-laugh

Their "Move It" requests seem to go through three stages: Pending, Accepted, and Posted.

  1. Pending state is quite short. The request is listed in the Pending page. I've seen a request linger there for 30 minutes. But, usually it is much less than a minute.
  2. Accepted state is quite long. Usually two business days. The request is removed from the Pending page. No sign of the request anywhere in online banking during this time.
  3. Posted state. The request is posted to the account and is shown among the transactions of the account.
January 12, 2016
2:10 pm
speedwagen
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With the current promo, I'm thinking of signing-up, so I don't have any experience yet with how it's going to play out, but what Norman1 just described sounds a lot like CDF's "2-day transfer" method. CDF now has the fully automated me-to-me system, but you can't specify a date - it's immediate. If you want to set up a post-dated transfer, you have to use the 2-day method. I call it the 2-day method because they require a minimum of 2-days to set up the transfer.

For those who don't know the inner workings of the 2-day set-up, when you go online to request a post-dated transfer, in reality, you're sending them a message which frontline staff review - fund availability etc, then submit manually and the backoffice actions. Just like Norman1 said, once you submit it, it's gone without a trace, but at least the frontline send you a confirmation e-mail the same day.

I was able to get Zag to accept to provide me with acc't info - transit no's etc, for the purpose of linking them externally, but they kept insisting it won't work - you have to initiate transfers at their end. I've heard that argument before with other virtual FI's, but they're usually instructed not to deviate from the official stance, but rarely know the reality of the matter and it's always worked. Someone else posted that they refused to provide the acc't info. Has anyone tried and concluded whether one can or cannot link a Zag acc't externally and completed an externally-initiated transfer?

January 28, 2016
11:55 am
rhvic
Victoria, BC
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Jon said

Their system still cannot show pending transfer and past transfer, so keep a good record of when and how much $ is transferred.

Well here it is late January and still their 'pending transfers' display function does not work. I initiated a transfer last night from my external linked chequing account to Zag. When I checked the account this morning there is no record of making such a transfer request!

I tried to reach Zag by their chat. The chat window initiated but no response for well over an hour from any agent before the connection was gone. No indication either of where I was in the waiting line. Had to reach them by phone instead, which was admittedly quick. (The agent did confirm the pending transfer)

Seems like Zag is putting very little resources into their web site. If they would like to keep their clients and their deposits, they need to put some effort into this!

January 28, 2016
12:25 pm
AltaRed
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Does it really matter if you can see pending transfers or not? If you don't see your transfer completed in 2 (or 3) business days, that is when to initiate a concern.

January 28, 2016
2:30 pm
rhvic
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AltaRed said

Does it really matter if you can see pending transfers or not? If you don't see your transfer completed in 2 (or 3) business days, that is when to initiate a concern.

It matters to me in the sense that I would like to know that my instructions to the bank were accepted and are being followed upon. Otherwise, one might be tempted to try to enter the transfer again, and then you've done it twice - oops!

Since their web page shows a place for 'pending transfers' I expect it to be working! Otherwise, I really have to question the competence of the bank and the safety of my deposits there, as well as their potential longevity (and yes I know they have CDIC coverage if anything happens).

January 29, 2016
5:29 pm
AltaRed
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Fair enough. For me, I assume their transfer mechanism works when I place a transfer. The Completed Transfer portion of their system works although it is really of no importance.

January 29, 2016
6:19 pm
NorthernRaven
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I set up a Zag account in case I wanted to take advantage of the 2-year GIC promo. I did a small test transfer from my linked account a couple weeks ago, and also didn't see it in the "Pending Transactions" session. They admitted there was a glitch in their systems and pending transactions weren't showing up. The indication was that it would show up as of last weekend, but I'm not sure if they meant just my transaction, or a bug patch was scheduled to fix the underlying problem. Sounds like they still have issues.

It is possible that the system that maintains accounts (perhaps custom to Zag) may be separate from the system that does transactions on the national banking systems, and the former may be having trouble getting visibility on transactions put into the latter.

January 29, 2016
7:04 pm
Bill
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I've done numerous transfers-in, never shows up as pending, don't care as transfers made without fail next day every time. I'm good.

January 30, 2016
10:00 am
Norman1
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Zag Bank made some improvements to their online banking website.

They have added a "Transfers to/from Other Bank Accounts" table to their Transfer History page. The new table "displays all external transfers including completed, failed or cancelled." It shows all my past transfer requests.

January 30, 2016
7:07 pm
ertyu
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Good to see that fixed finally.

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