cynergy bank poor customer service and communication

maylott5

this is a post stating my poor experience with cynergy bank after applying for a 1 year fixed rate bond as advertised by MSE, 
a word of warning as to how difficult it has been ( ive given up now and gone to another provider ) but in the meantime the waste of time and money in lost interest is not worth trying Cynergy .
The application was relatively straightforward , or so i thought , but next day i received an e mail asking for passport or driving license proof, which i keep on my computer so just e mailed it straight back , then heard nothing so next day called them only to be told that they did not receive it so they then sent me a link to verify it along with taking a selfie , which i did. 
the next day i still had heard nothing , so i e mailed them asking status of application but did not get reply so i called them yet again only to be told that i would hear back later that day . This did not happen so i called them yet again the following day only to be told that the link verification did not go through properly and they will send me another link which i declined as had i not contacted them daily , i would have had no idea about this poor set up. 
i decided to go with another provider and had it set up in 15 minutes

Chloe_G

That sounds really poor, but during the first lockdown I had a different experience with them - phoned them as had to get the identifier app removed from my old phone and put on my new phone.  Got through in a very short space of time and actually spoke very quickly to a human being who sorted the problem out immediately - very efficient and pleasant and human.  It just sticks in my mind about how easy this was compared to my experience of phoning Santander which basically took over 4 long stressful hours.

dunstonh

this is a post stating my poor experience with cynergy bank after applying for a 1 year fixed rate bond as advertised by MSE, 

MSE doesn't advertise products.    However, what often happens with a product that appears high on the MSE tables is that they get a sudden influx of applications and increased workload that goes along with that.    This can cause the provider time management problems.  Some try to resolve this by using staff that are less experienced/trained to do the work and inevitably service standards drop during that period.

It happens often.   Especially if it coincides with an already busy period, such as the months just before and after tax year changeover.