CYNERGY BANK - PLEASE HELP!

Ryhs_Moggy

I am also have major problems with the awful Cynergy bank and their dreadfully terrible authenticator App.  It has some major flaws and therefore because I cannot access my savings account, I have no other choice but to close the account.  I have sent am email them asking for account closure and funds transfer with immediate effect, however I don't expect a response from them anytime soon.  Could someone please advise how I can access my savings and get in touch with someone at this company?  No one answers my calls and their online chatbot/helpdesk agent is either dead or has lost the ability to type. How long should I expect it to take for them to reply to my email and for them to close the account please?  I am thinking about complaining to the FCA (or should it be the financial ombudsman?).
I need my savings funds urgently but without being able to contact them OR access my online account I am truly stuffed.  Any help would be appreciated.  Thanks so much everyone.

masonic

Just find a new provider and request that they transfer your ISA across. There is no need to have any contact with Cynergy when transferring an ISA from them to another provider.

Ryhs_Moggy

^^ Thanks but it's not an ISA account, just plain old cash savings.  

Ryhs_Moggy

Apologies, I realise I have created this thread in the wrong savings section. Could an admin/moderator please move this to the correct section?   

SFindlay

Ryhs_Moggy said:

I am also have major problems with the awful Cynergy bank and their dreadfully terrible authenticator App.  It has some major flaws and therefore because I cannot access my savings account, I have no other choice but to close the account.  I have sent am email them asking for account closure and funds transfer with immediate effect, however I don't expect a response from them anytime soon.  Could someone please advise how I can access my savings and get in touch with someone at this company?  No one answers my calls and their online chatbot/helpdesk agent is either dead or has lost the ability to type. How long should I expect it to take for them to reply to my email and for them to close the account please?  I am thinking about complaining to the FCA (or should it be the financial ombudsman?).
I need my savings funds urgently but without being able to contact them OR access my online account I am truly stuffed.  Any help would be appreciated.  Thanks so much everyone.

I've just checked and App is working fine, are you trying on 2 different devices or on single device? Has it ever worked?

No company will ever transfer funds or  close an account on the back of an email, you will need to try and speak to them, obviously very busy time for all financial institutions so patience will be required!! 

roddydogs

I too gave up after spending hours on the phone, the batteries on my cordless phone ran out, being told "use a different  browser "
Uninstall the authenticator, yada yada transferred to Coventry bs with a slightly lower rate.

Ryhs_Moggy

I uninstalled the authenticator app as everytime I used it to generate the code (that must be entered on the banks logon URL)  it did not authenticate or sync with the website logon.   Now I have downloaded the app again but there is no settings option to set/change pin number.  My wife has the same authenticator on her iphone as she also holds an account with this bank. Her authenticator has a 'cog' where you can setup or reset a pin.  My app does not have this!   Makes no sense to me at all, and there is no way to get hold of anyone at the bank.  Surely there must be a lifeline if people like me need to urgently access my own money?

Ryhs_Moggy

PROBLEM NOW RESOLVED:   I managed to get through to an employee on the Cynergy customer support team.
Customer Services is available from 9.00am to 5.00pm Monday to Friday (UK time).0345 850 5555 (which is PSTN number 0203 375 6422). My account had become locked due to incorrect PIN entry on my phone authenticator app.  The app DOES NOT tell you if you have entered an incorrect PIN and will still generate a 6 digit authentication code which of course is not valid and will not allow you to authenticate and logon to your online account.  

secatur2

I have been getting emails from Cynergy Bank telling me that I was opening a 1 year Fixed Rate Bond.
I have never been in touch with them !!
I have separately emailed them asking fot the name of the person who is using my email address.
No reply as yet
(this is a Saturday so hopefully a reply on Monday)

bigfer

I too have been unable to use the authenticator app. Compared to the Marcus account, it all seems too much faff.
Difficult to contact cynergy, so had to rely on a letter (it's 2020!)  and requested closure. I'm amazed how some financial institutions can manage online banking so well (First Direct, Santander) yet others (Nationwide, May West) are so poor.

SFindlay

bigfer said:

I too have been unable to use the authenticator app. Compared to the Marcus account, it all seems too much faff.
Difficult to contact cynergy, so had to rely on a letter (it's 2020!)  and requested closure. I'm amazed how some financial institutions can manage online banking so well (First Direct, Santander) yet others (Nationwide, May West) are so poor.

Think when it's working for majority of customers it's fair to say the problem doesnt lie with the financial institutions!!