Cynergy Maturity Issue FYI

NoviceMSE

mebu60 said:

Makes you wonder how a systemic issue like this can get into production through all the checks and testing you'd hope they would do. Given my interactions with them this week I have no expectation that they would do anything proactive to remedy the situation for customers or communicate with them. It's been a shockingly poor customer experience but I have two live bonds still with them well into next year and the latest EA at 4.45% is not to be sniffed at in the current environment. 

It would have been bad enough if it had just been a delay on the interest.....but to debit rather than credit hence underpaying the principle is a pretty serious mess up.

One wonders if it is an automated system or they are "doing by hand" using this years intern.

The CS agent who dealt with my case said he had just dealt with another instance of it (potentially yours)....and also quoted me 3-5 days for resolution. To me such a (repeating) case is serious enough for immediate management attention/flagging not just to assign to back-office as a "high priority" ticket.

Likewise, I have one bond with a year to run and the current EA of 4.45% is handy whilst I'm waiting to deploy elsewhere.

qbs

I've had the maturing soon email, but not the email with my maturity options which should have arrived 14 days before maturity.
Just to add to the fun, I can't find anything related to maturity on my account page. Also concerned about the auto renew option. First I've heard of that, so concerned that when they updated the website, they've changed account settings without consulting me.
Looked at the FAQ to see where I could check whether I'd been changed to auto renew, but the article bears no resemblance to my account page.
What used to be a good little bank now seems to be a chaotic mess - a bit like their website.

Bumblingbee

This sounds characteristic of an IT system defect, and I correctly guessed which system it was (confirmed by Google). With IT systems come problems which sometimes need rectifying. I wouldn't lose sleep over it personally, you've just seen it happen and it's been rectified, many other companies use the system