Cynergy Closed My Account after I Sent in a Complaint.

JohnSwift10

I had problems logging into my Cynergy Savings account so I sent an email to their complaints department about the problems I was having, a bit of a rant really, and if there was no satisfactory resolution I would close my account.

I never got a reply from them but a few days later I tried logging in and was successful so I thought I would wait a week and try again.

So today I got a notification from my bank, BoS, that £2.01 had been deposited in my account and after a bit of detective work I figured out it must be £2.00 balance plus interest from my Cynergy account  and again successfully logged in.

And sure enough there was a £0.00 balance and the account was closed.

It seems they don't want my business and just as I was about to open an ISA with them and deposit £20,000.

lisyloo

You can go somewhere else if you don't like their offering but they can decline to do business with you if they so choose.

My personal experience is that going in all guns blazing doesn't always work so it's better to give them a carrot. e.g. I really like your offering but would like to hear some resolution before depositing my next £20K

perhaps you need to consider reviewing your approach if you didn't get what you wanted?

poseidon1

I closed my newly opened Cynergy instant account, after belated realising there was no monthly credit interest option ( only annual).  Also found their login procedure somewhat cumbersome, compared to some other online banks. No hard feelings, Cynergy were just not quite fit for my particular purpose.

eskbanker

JohnSwift10 said:

I had problems logging into my Cynergy Savings account so I sent an email to their complaints department about the problems I was having, a bit of a rant really, and if there was no satisfactory resolution I would close my account.

Why were you so keen to deposit another £20K with them if you were unhappy enough about them that you'd complain and threaten to close your account?

JohnSwift10

eskbanker said:

JohnSwift10 said:

I had problems logging into my Cynergy Savings account so I sent an email to their complaints department about the problems I was having, a bit of a rant really, and if there was no satisfactory resolution I would close my account.

Why were you so keen to deposit another £20K with them if you were unhappy enough about them that you'd complain and threaten to close your account?

Because whatever was wrong when I was trying to log in seemed to have resolved itself and I am the forgiving type.

eskbanker

JohnSwift10 said:

eskbanker said:

JohnSwift10 said:

I had problems logging into my Cynergy Savings account so I sent an email to their complaints department about the problems I was having, a bit of a rant really, and if there was no satisfactory resolution I would close my account.

Why were you so keen to deposit another £20K with them if you were unhappy enough about them that you'd complain and threaten to close your account?

Because whatever was wrong when I was trying to log in seemed to have resolved itself and I am the forgiving type.

A temporary login glitch was enough to warrant a rant and a threat to leave?

simonsmithsays

JohnSwift10 said:

eskbanker said:

JohnSwift10 said:

I had problems logging into my Cynergy Savings account so I sent an email to their complaints department about the problems I was having, a bit of a rant really, and if there was no satisfactory resolution I would close my account.

Why were you so keen to deposit another £20K with them if you were unhappy enough about them that you'd complain and threaten to close your account?

Because whatever was wrong when I was trying to log in seemed to have resolved itself and I am the forgiving type.

Id just move on then John

You weren't happy with Cynergy and they didn't value your £2 or the manner of your criticism.

It happens.

Lessons learnt maybe?

masonic

Financial institutions are not permitted to take such action against a customer because they have raised a complaint. It is far more likely that the communication was therefore interpreted as a request to close the account couched in some negative feedback, or they concluded that they couldn't provide a satisfactory resolution and decided this was what you would want.

qbadger

eskbanker said:

JohnSwift10 said:

eskbanker said:

JohnSwift10 said:

I had problems logging into my Cynergy Savings account so I sent an email to their complaints department about the problems I was having, a bit of a rant really, and if there was no satisfactory resolution I would close my account.

Why were you so keen to deposit another £20K with them if you were unhappy enough about them that you'd complain and threaten to close your account?

Because whatever was wrong when I was trying to log in seemed to have resolved itself and I am the forgiving type.

A temporary login glitch was enough to warrant a rant and a threat to leave?

Now now, let's not be too harsh here - the OP wouldn't have known that the problem was temporary at the time of the rant of course. 

While I do share the opinion that this is hardly something to threaten to leave over, I also think it's good practice for firms to provide a response to any complaint they receive under FCA Principle 7.

eskbanker

qbadger said:

eskbanker said:

JohnSwift10 said:

eskbanker said:

JohnSwift10 said:

I had problems logging into my Cynergy Savings account so I sent an email to their complaints department about the problems I was having, a bit of a rant really, and if there was no satisfactory resolution I would close my account.

Why were you so keen to deposit another £20K with them if you were unhappy enough about them that you'd complain and threaten to close your account?

Because whatever was wrong when I was trying to log in seemed to have resolved itself and I am the forgiving type.

A temporary login glitch was enough to warrant a rant and a threat to leave?

Now now, let's not be too harsh here - the OP wouldn't have known that the problem was temporary at the time of the rant of course. 

While I do share the opinion that this is hardly something to threaten to leave over, I also think it's good practice for firms to provide a response to any complaint they receive under FCA Principle 7.

The impression given by OP was that they leapt straight to ranty complaint mode without attempting to resolve the issue through normal customer service channels, but perhaps that's not the full story!

Firms are indeed obliged to respond to complaints, with an eight week maximum timescale defined under the more specific FCA DISP provisions, but again it's unclear exactly what the chronology of events was and the extent to which the complaint actually sought a realistic response....