Student Assistance Foundation (safmt.org) Changes Broke Mint Connection

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I am having this same problem. Any idea on when it will be fixed?

I am having the same problem. I have already tried logging directly into SAF and changing my security question and then re-doing my information login on Mint. Still did not work. It actually worked once and then the next time I updated it went back to the same connection issue. Hopefully Mint will have this resolved fairly quickly. They have been pretty ontop of correcting connection issues thus far. But i believe the issues are a result of SAF adding security questions.

same problem here, started 4 days ago when safmt made changes to there website...assume the two are connected. GO GRIZ!

I can also verify takpayer's comment. Changing security questions does not affect the ability to login

I am having the same problem too - last successful login was 2 weeks ago.

is there an estimate on when this would be fixed?

Hello? Is there an ETA when this will be fixed???

i have the same problem as everybody else, and i will just make another that confirms the "fix it" option does not work and the link provided does indeed take people to the login portal. I even tried changing my security questions on saf and made mine match on mint, but i did notice that the question options are different and it was difficult finding a question that was in both lists(that i could remember the answer too)

still doesn't work. i will not come back to mint.com until I hear that this has been fixed.

Another user with this problem. Seems the security questions and other information is the same except for the use of Javascript at addressed above. Thanks in advance for taking care of this quickly Mint staff.

Another vote for me. Not working and FIX IT doesn't help. Reset my security questions and still no luck. Shows Last Updated as 1 month ago.

This is extremely frustrating as these loans are critical part of my portfolio I need to manage! Please address this!

Can we please have a different official rep assigned to this case? The current rep has not responded in over one month and is clearly not making any attempt to solve the problem.

Fix it button doesn't fix anything. I tried having two windows open with both SAF and Mint side by side and matched the order of the security questions between mint and SAF. After successfully updating the security questions on SAF and matching them to Mint it still did not work. Please help resolve this issue. I'm sure there are more than 30 people this affects. Thanks

Agreed. Can someone at Mint please devote some time to fix this problem once and for all. After we heard from someone at Mint over a month ago, there has been no new developments. This problem appears to be very minor, and users are starting to get mad at the non-response.

I guess we get what we pay for with mint :( SAF is the only account I have that doesn't work with mint. I had even changed banks because my old one didn't work with mint.

I'd love to get an ETA or acknowledgement that this is still being worked. I'd love to offer any help I can as I would really like this fixed otherwise my net worth/debt is going to get even more unrealistic. Seeing that Mint doesn't backtrack any totals for debt accounts, it'll end up looking like I paid money into a black hole for multiple months (years? ever?) until this is fixed, then magically it'll catch up - not the ideal situation.

I spoke with support directly on this issue by emailing them. Apparently they are not supporting SAF at this time due to the authentification format SAF uses. So, I guess I am going to keep track of my debt totals manually. It's too bad, I'm sure some will think twice about using Mint because of this issue.

I've had the same issue and conversation with SAF and Mint. No resolution in site. Why can't I update the amount manually at the very least?

Please email SAF about this, encourage them to work with Mint to get support for SAF with Mint:

Telephone
(800) 852-2761 ext. 6657

Email
customerservice@safmt.org

These are the types of problems that keep people from being willing to pay for Mint's service, very disappointing.

I'm having the same issue and totally agree--when a huge chunk of my financial situation depends on my loan totals, what's the point of using Mint when my loan accounts don't update?? I'm having issues with Graduate Leverage/Brazos, as well, and haven't heard anything from anyone on the issue. Otherwise, I love Mint!

Beuller? Beuller?

Can someone from Mint's customer service team please assist us in this matter? It's obvious that this outage is affecting far more than just one person!

To those who would like to update manually, you can remove SAF and add the loan debt as "other property" and update it monthly which is what I am doing. Then if you re-add SAF (which you should do to help mint keep track of how many are affected), your total loan debt should be correct. If you do this, though, be aware it will for some reason remove the history of the debt in the past, which makes it difficult to track trends. Anyhow, this is the best fix I've come up with.

For those who are continuing to post on this forum in hopes Mint will answer, I suggest contacting customer support by phone, since they do reply to direct help requests and have clearly not been responding to this thread in a while.

Best of luck,
Randi

I'm experiencing the same problems as expressed above. It seems like I had similar issues when I first signed up with mint. It took me ages trying to change my security questions on my SAF account to get them to match exactly with the security questions (and the order they were available) on mint. Ultimately, I was able to get it fixed - at least temporarily.

Since this problem surfaced again a month ago, I have been unable to resolve it. I've tried "fixing it" in mint. I've tried changing my security questions. Any other suggestions.

Has anyone ever tried using financeworks from Intuit or Quicken? My wife uses it through her financial institution and I was just messing around with it the other day. It looks, feels, and works exactly like Mint (I think Mint and Quickin are now one). Anyway, I tried adding SAF to her account and it downloaded all transactions just fine. I'm thinking about switching banks just to use financeworks because hey, at least it actually works. You can check this link out to see if your financial institution uses financeworks: http://www.financeworks.com/find_0.ph...=

From what I saw, Farmers State Bank is the only one using it in Montana

And no, I don't work for financeworks, I'm just trying to come up with a solution since Mint doesn't seem to want to find one.

Hope this helps at least one person :)

Three months since this account has updated, and still not fixed.

Attempted to 'Fix It' again today. Still no change, not working.

This is completely ridiculous that Mint is taking so long to fix things. Hire some people for God's sake and step up the pace. My Banana Republic account has been down for half a year!!

I did what randilynncohen did.

Here's my post on the other thread

Hey guys while we're "waiting" for this problem to be fixed what I've done is taken divine's suggestion and taken it one step further. I've marked my SAF account "closed" on Mint's account list thereby not deleting the transactions, but hiding the totals. Then I went back in and added a "new" loan with the exact balance of my SAF account Then I have to manually update the balance by logging into SAF's website every month. It's stupid that it has to now be done that way, but at least the overall total of my accounts is more accurate and the debits from my bank account are offset by the monthly manual updates I do to the "fake" SAF loan

Can we get a representative to finally address this matter? Is this the level of support we will expect with the acquisition of Mint by Quicken?!?

As an FYI, I contacted Scott Todorovich, CIO of SAF, notified him of the problem and received the following reply:

-------------------
Thanks for the email. SAF is aware that Mint.com users have been experiencing problems connecting to our website but unfortunately is outside our control. We are not doing anything to block, or purposely make difficult, connections via Mint.com to our website. In fact, several of their peer organizations have changed their service to connect to our website. So far nobody at Mint has reached out to us to resolve this problem but we would be receptive to discussions if they so desired. I have attempted to contact Mint but have been unable to connect with a resource on their end that would be willing and able to resolve this problem.

In order to protect borrower data, we are fulfilling best practice financial services guidelines by implementing this type of security on our borrower portal. We also are continually looking for ways to improve borrower experience, including security. A decision to provide anything other than this would be improper. The security scheme we have implemented is what we feel will best protect our borrower's data.

Thanks again for taking the time to contact me.
-------------------

Therefore, according to Scott, the problem is on Mint's end, not SAF's. Scott has tried to contact someone at Mint to attempt to discuss how to fix this problem to no avail.

If a member of Mint's support staff is reading this, please contact Scott Todorovich at STodorovich@safmt.org or (406) 495-7320 to fix this problem.

Regardless, it has been over 4 months since this problem manifested itself, and I (as well as numerous other users) would like to see this problem fixed immediately.

Great work mcwinterr, hopefully Mint will react quickly and reach out to SAF. This has been a VERY long lasting problem.

I hopeful but discouraged by Mint's inaction after so many user comments and so much time.

Another update: I e-mailed Mint customer support to re-address this problem, and received the following response:

---------------------

Dear Matthew,

Thank you for contacting Mint.com.

Our apologies for the inconvenience. We are aware of this issue and we are actively addressing this now. Please be advised that it may take time before issues are fixed, but rest assured, our engineering are continually fixing the product bugs and functions. Sorry for the frustration this has caused.

Thank you,
Clarissa P.
Mint.com

Your comment:
Dear Sir/Madam:

I am a long time user of Mint, and depend on its services on a daily basis to keep track of my finances.

To date, I have experienced wonderful service from Mint.com.

However, several months ago, I experienced a problem with one of my accounts, which has not been resolved for several months, despite repeated requests from myself and other Mint users. To see a record of our inquiries, please see:

http://satisfaction.mint.com/mint/top...

My student loans which are managed through Student Assistance Foundation (SAF), through . SAF changed their login system slightly, which appears to have broken the connection to Mint. This problem was brought to Mint's attention over 4 months ago, and to date, the problem has not been addressed.

I have corresponded with Scott Todorovich, CIO of SAF and notified him of the problem. Scott replied to me and let me know that while SAF is aware that Mint users can no longer access SAF's account via Mint.com, the problem lies on Mint's end. Scott also stated that he has attempted to correspond with Mint to try and work out the connection problem, but has not heard back in any way.

As you can imagine, without access to SAF, many Mint users are not able to view an accurate financial picture. Therefore, I once again request that Mint work with SAF to address this problem.

Scott Todorovich can be reached at STodorovich@safmt.org or (406) 495-7320

I look forward to a written reply from a Mint representative regarding this issue.

Best regards,

Matthew Winterroth

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Hopefully, Mint will contact SAF and rectify the connection problem immediately, but it is up to us to make sure that this is taken care of.

To avoid confusion, when dealing with Mint customer service, reference Case 01099356 and Ref. 00D78SqK.5007EgDwL:ref. I believe these are the internal tracking numbers for this particular case now.

- Matt

Mint's boilerplate form response is disappointing. It indicates that SAF is lying about not being contacted by Mint or (more likely) that Mint has not acted to correct this issue for months.

If Mint is "aware of this issue and ... actively addressing this now" why has this thread not been commented on by Aysa for 4 months? And why was her response so woefully inadequate?

Personally, I find it disingenuous and inadequate to flatly claim that Mint's "engineering are continually fixing the product bugs and functions" when there has been no attempt at working with SAF, no changes in function in 4 months while Mint has been aware of the problem, no movement at all.

Thanks for your extra efforts on this issue Matt, hopefully they have an impact soon.

Mint team - Any update on this problem?

I just replied to the technical specialist I wrote to in November yesterday regarding this issue, but I have not heard back yet.

Hopefully, a representative will get back to us regarding a fix soon. It has now been many months since we first noticed this problem, and I've given them the name of the CIO of SAF who is willing to help with compatibility issues. You would think that this problem would be resolved by now.

Mint, how about it -- what is the status?!?

I have never been able to add my account. A resolution would be appreciated.

I heard back from a Mint tech support representative regarding this issue, and according to her, it is still being worked on. Hopefully they are working "hard" on it, and not "hardly working" on it. However, this could just be a canned response, and I'm losing hope that this issue will be resolved any time in the near future. Here's the response:

Thank you for contacting Mint.com.

This issue is still under investigation and our engineering team are hardly working on it. We'll just inform you once we have an update and hopefully have the resolution soon.

Thank you,
Clarissa P.
Mint.com

Glad to know it's not just me.
It is very frustrating that this is taking so long to resolve.

Hello? Can a Mint representative please address and fix this problem!?!?

It has been over 6 months since my account updated. Will a Mint representative please consider fixing this problem?

If a member of Mint's support staff is reading this, please contact Scott Todorovich at STodorovich@safmt.org or (406) 495-7320 to fix this problem.

If a member of Mint's support staff is reading this, please contact Scott Todorovich at STodorovich@safmt.org or (406) 495-7320 to fix this problem.

I'm having this problem too

By "documentation", I found this link to be helpful:

http://satisfaction.mint.com/mint/top...

As for (re)-adding my SAF account, I had to enter my _username_, NOT my SSN or ACCT number as requested.

Otherwise ... grandslamdunk. Thanks Mint!

Yep, I can confirm that re-adding the SAF account works for me as well.

However, I cannot re-add my other student loan account (Access Group),, nor my 401(k) account (through Charles Schwab's SchwabPlan). Funny thing is, these accounts were working perfectly fine before a few days ago; only my SAF account was not working for the past 8 months.

It's always something with Mint. Nothing ever works 100% for that long. It's gotten to the point where I hardly use Mint anymore because it can never give me a full financial picture. Perhaps this is what Intuit wants, so they can ween people off this service and onto one of their pay products?

Any idea when you are going to get this "inactive account" business fully working?!?!?