Cynergy Bank - bad login procedures

Bobblehat

mebu60 said:

subjecttocontract said:

* I didn't think Cynergy offered competitive accounts anymore.
* Their systems don't support my browser either.
* I didnt even leave a £1 in the account 'just in case things were to improve.
* I certainly don't miss them!

EA 5.15% inc 1.15% for 12 months. Not too shabby. 

The 5.5% 95 Day Saver isn't too shabby either (NLA).

EthicsGradient

qbadger said:

Interesting. I can't seem to find the option to switch the 2FA from the authenticator app to by text for my account - where did you see it?

After I've typed in my password, I get a screen with the options "Authenticate your request securely using a notification we send to your phone" or "Alternatively, you can use your Authenticator app ..."

Annabee

I agree, their procedures are ridiculously convoluted. At one point having had an account with them for a while they were insisting that my husband got his identity authenticated by a solicitor or something. Just to allow a change of address (they'd accepted mine, to the same address naturally). They demanded this within a week. He was getting back from work around 8 pm each day at the time, so this was just impossible.

We binned them off and would never use them again. Some of their rates are good, but they are not worth the hassle. Instead, we went to Paragon Bank who are refreshingly straightforward to deal with. 

Shylock_249

We moved both our ISAs out of Cynergy because it was just too difficult to manage the accounts.  It was also difficult to transfer our one year fixed rate ISAs to a new account within Cynergy.  Despite closing the accounts we continued to receive emails from them for a further two years.  We certainly won't EVER open accounts with them again.

elleky

I have had endless problems with their logins to the extent that I am unable to access my funds. The customer care rep agreed with me that nothing worked. He tried to go through everything with me but even he couldn’t get me into my account. It’s now been a week since he confirmed my account would be closed and all funds refunded and still no email to confirm this. I am seriously concerned. The OP nailed it on the head with all the difficulties and I too am very tech savvy. This bank should be avoided

jimjames

The_Unready said:

I can only echo your frustration. A rubbish logon process and a continual need to apply for new 'issues' of their ISA allowed me to make the easy decision to bin them off several months ago.

Life is just too short to deal with all that!

Same here. Binned them off when they insisted I needed to have a code posted that expired in 7 days but was when I was on holiday so couldn't actually log in. 

sham63

Just opened an ISA with them - pulling my hair out trying to login for the first time on my PC using their “Authenticator” on my iPad. Multiple fails. Laughed out loud when I returned to their homepage to see “BANKING NEEDN’T BE COMPLICATED”…..
Life’s too short for this - I’m going elsewhere. 

phonek

sham63 said:

Just opened an ISA with them - pulling my hair out trying to login for the first time on my PC using their “Authenticator” on my iPad. Multiple fails. Laughed out loud when I returned to their homepage to see “BANKING NEEDN’T BE COMPLICATED”…..
Life’s too short for this - I’m going elsewhere. 

One minor thing they bothered to add a couple of months ago, was to use an app notification instead of using the colour QR-type thing (AFAIUI, they're apparently called JAB Codes !), which is slightly better, but no cigar. 🙄 

madatthebank

I've had a savings account with Cynergy since February 2023.  I have only ever manager to log in once.  I have to phone and they still can't even get me logged in.  The authenticator app is just impossible to use.  Customer services must be the worst in the banking world.  On this point, an sms from them to another mobile, not mine, states they will never ask for your user name or password.  On my numerous phone calls the first question I have been asked is my user name!!!
I have been speaking to them for almost an hour this afternoon and they cannot get me connected.  The non-english speaking person sent two sms messages to my mobile which did not work on the authenticator so she sent a new user name and password which did not work.  I am now 1hr 15 mins into the 2 hour wait while she sends another new user name and password.  I will be more than surprised if that works.  I suspect that they do not use a default mobile number which would explain why I only get the messages sometimes.
I have a good balance in this account and am becoming very worried that I can't get it.  If I ever get logged in the account will be closed immediately.  I feel sorry for the people who have to answer the calls as they have to take all the annoyance and frustration from their customers but they don't appear to have anyone else, no line managers.  The managers have presumably told the call centre workers they won't accept calls from customers.  Also their secure e-mail where they promise to contact you within 3 working days doesn't work either.

Qyburn

It seems real flakey, not sure I'd want to trust it with anything I needed to accessing a hurry. Today for example "push" authentication didn't work at all, scanning the image the app prompted al9ng the lines of "please read carefully before proceeding" - while presenting a blank white screen.