Cynergy Statements & Interest

dosh37

I recently received an email notification that the bonus period was coming to an end on my Cynergy Online Easy Access Iss67.

So today I opened a new account, transferred the balance and closed the old account.

The old account was opened about a year ago (05/10/2023).

If I download an interest statement for the closed account between 30 Sep 2023 and 30 Sep 2024 it shows zero. That can't be right.

I am unable to view or download any other kind of statement for the closed account.

I need to find out how much interest was paid in the 2023->2024 tax year and how much was paid in the current 2024->2025 tax year before I can submit my Self Assessment Tax Return.

Is there a way to obtain this information on the website that I am missing?

masonic

Can you still access the transaction history? IIRC they list closed accounts, but I've never gone poking around within them.

dosh37

Yes - I can still see all the old closed accounts listed but am unable to obtain statements or interest payment information.

From the balance transferred into the new account I can work out the total interest paid. However, without a statement containing payment dates I am unable to figure out the interest paid in each tax year.

SnowMan

I can access all my old accounts that have been closed when I log in. Click on the right arrow button next to the closed account and it gives you the option to download statements or produce customised (by date range) certificates of interest. It works with my closed accounts.

Is it possible dosh37 that you tried to download the certificate of interest immediately after you had closed the old account, and you just need to give it a few hours or a day for the closure to fully go through and for it to work?  

AmityNeon

dosh37 said:

If I download an interest statement for the closed account between 30 Sep 2023 and 30 Sep 2024 it shows zero. That can't be right.

I am unable to view or download any other kind of statement for the closed account.

Is there a way to obtain this information on the website that I am missing?

Account services > Statements and documents
(not "Confirmation of interest paid" which is presumably where you're downloading the erroneous certificates for custom date ranges)

You should definitely have statements for all closed accounts here, with full transaction histories, and more. Not only do I have statements for closed accounts, dated the exact day each account was closed, I have new annual statements for the same closed accounts, dated a year later (plus one day), containing blank transaction histories except the previous year's closing balance brought forward.

EthicsGradient

SnowMan said:

I can access all my old accounts that have been closed when I log in. Click on the right arrow button next to the closed account and it gives you the option to download statements or produce customised (by date range) certificates of interest. It works with my closed accounts.

Is it possible dosh37 that you tried to download the certificate of interest immediately after you had closed the old account, and you just need to give it a few hours or a day for the closure to fully go through and for it to work?  

I think it may be that last paragraph. I wouldn't expect a summary of interest for 23-24 - Cynergy normally pays on the anniversary of opening, and you hadn't reached that. But it's quite likely that documents aren't prepared at least until the end of the day; it might even take a day or two more.

dosh37

I tried again today.

This time I was initially able to obtain the overall interest paid from when the account was opened to when it was closed. I think SnowMan was right - the system needed time to obtain the figures.

However, when I changed the start and end dates to obtain separate interest figures for the last tax year and the current tax year, I received error messages:-

'Could not retrieve Confirmation of interest paid at this time, please try again later.'

The same thing happened when I re-attempted to obtain the overall figure.

I began to compose a Secure Message to inform Cynergy of the issue.

Despite clicking on the 'request for more time' pop up a few times, the Secure Message 'Send' button failed to work and the system logged me out!

Luckily I had a premonition that this might happen so I had already saved the message in Notepad.

After logging in again , things worked as expected and I was able to confirm that all the interest was paid when the account was closed. No interest was paid in the previous tax year.

However, I then tried to obtain a Statement document just to confirm things.

When I tried to view it I received a different unhelpful error message:-

'Failed to retrieve document'.

There appears to be a few glitches in their online systems.

dosh37

Update: The Statement document for the closed account has now appeared.

Apparently this takes longer to prepare than the Interest statement.