Problems with Computershare childcare vouchers

jbrockwell5081 · 24 November 2009 at 7:22PM

OMG!! This company is incredible.

My Situation
I have always had £243 of v.ouchers every month for the last 2 years from my account. I changed last month to e-vouchers due to the postal strikes and it was great being able to pay online. But this month.....Where the Heck is my voucher???? It's no where to be found. I have no paper voucher; and I have no e-voucher; but I have certainly PAID for it. I'm due to pay the nursery bill this week and can't afford to pay the cash.

My Husband's Situation
He has always had £55 per week (paid weekly) in vouchers; however they have ALWAYS managed to mess that up CONSISTENTLY. They mess up with the billing of his company; some weeks billing for 2 vouchers, othertimes 4, and sometimes not at all.

He also changed over to evouchers a few weeks back, and we thought that may help with getting the vouchers in time so we could pay the bill. But every week since then, they have sent paper vouchers again (even after confirming TWICE in email that he would definately only receive e-vouchers from now on). And this week, they only sent 1 voucher again (paper) even though they had billed and charged for 2? So yet again we aren't going to have enough vouchers to pay our bill.

I am at my wits end with these people. They clearly don't care about people having to fork out extra money for something they have already paid for, and have no intention of changing it.

Dogtanian · 3 December 2009 at 12:02PM

I'm having exactly the same problem. I have been using Busy Bees for 3 years, £243 of vouchers every month, without a hitch. Everything was fine for thefirst couple of months after the Computershare takeover but this month £243 was deducted from my salary but has no e-voucher has appeared on the web site and I am due to pay a nursery bill.

Their telephone service leaves much to be desired, the line is always busy. When I eventually got through the response that was they would send an email to another department who would be in touch.

They just don't seem to care!!

cheering_bell · 3 December 2009 at 9:50PM

Back again for this months fight with Computershare. Last month it took them 18 days, after lots of phonecalls and emails, to get the voucher transfered to my childminder. It's now been a week since I got paid and the voucher has yet to turn up in my account.

The FSA reccomended finding out about and using Computershare's internal complaints procedure as they couldn't help. Surely these companies should be regulated by someone. How can they be stopped from creaming of the interest when these vouchers are clearing for that long?

howardmarksmith · 7 December 2009 at 9:28PM

All sounds horribly familiar.

My partner and I work for the same company and had no trouble at all with Busy Bees. Since Computershare took over nothing but trouble. We haven't received any vouchers for over 2 months now despite the money being taken off our wages.

I've emailed three or four times & called a similar amount of times with increasing frustration and anger. Each time I'm told the fault is with them, that it will be sorted in a few days or 'at the end of the month'. NOTHING HAPPENS!

They have said previously that they will call my childcare provider to explain, that they will contact my employer to discuss things, that they will contact me with an update in 48 hours. NOTHING HAPPENS.

I have tried to bully them by saying I'll make formal complaints but, judging by this thread, they are probably used to that as well..

Did anyone get anywhere with the FSA and/or Trading Standards as I want to complain to someone with some clout just to get this company put right..

DuckDonald · 8 December 2009 at 11:46AM

I've had similar problems too since the switchover. I ended up with two accounts, one that I could view and had payments set up from and another that was officially 'cancelled', that I couldn't access, but that the vouchers were going into!

I've had one amount out of my salary but a smaller amount in vouchers. Payments have been cancelled and passwords reset for no reason.

I spoke to someon at the FSA who told me that because vouchers are a benefit they are not regulated by the FSA. He suggested that I contact my HR department to ask them to speak to Computershare and also said that if I go through the complaints procedure at Computershare and am still not happy to take the matter to the Financial Ombudsman Tel 0845 0801 800

I eventually managed to speak to a team leader at Computershare a few minutes ago when I said I wanted to make a formal complaint and wouldn't go away till I spoke to someone in charge. She told me they'd had teething problems since the switchover from Busy Bees but were trying their best to sort them out.

She assured me that she would sort out my missing vouchers and look into why I have two accounts and would get back to me today.....so we shall see.

scootermacc · 8 December 2009 at 10:35PM

I typed a massive update for this thread, and lost it! So here's the edited highlight.

we complained formally by registered post to Computershare on 13th november, and have had no response, so tomorrow we are:

1. writing to tell them we are taking legal advice.
2. contacting Trading Standards
3. contacting the Financial Ombudsman Service

we are also considering contacting our local MP.

The FSA have written to confirm they do not regulate this company.

Computershare have resolved the payment issue we had at first but we are still pursueing compensation for distress, costs and time taken (we have spent hours and hours dealing with this).

Will keep you updated.

Snarf999 · 8 December 2009 at 10:50PM

Sounds good, keep us updated! :money:

I'm not convinced these are teething issues though, Busy Bees had a system that worked fine, Computershare only had to use that system, or build on it, but seem to have failed to do that. The biggest issue we seem to have had though is the customer service one, obviously that's the first route to a complaint and one that doesn't seem to work very well.

scootermacc · 9 December 2009 at 5:55PM

today's update:

FOS - cannot help as they do not cover this company, who referred me to...

Local Government Ombudsman - cannot help as they only cover complaints against councils

OFT - only deal with organisations, and refer consumers to...

Consumer Direct - I have lodged details of complaint and request to escalate to Trading Standards, via their website. Awaiting feedback.

HM Treasury (who seem to oversee/licence the Childcare voucher organisations) - said to write a letter to Stephen Timms c/o HM Treasury. They were not very helpful. I think thats because I am from the unwashed masses, not a Civil Servant. ;-)

Was also suggested to try CAB, but I not tried them yet.

scootermacc · 10 December 2009 at 3:18PM

today i received this from Consumer Direct:

Thank you for your email to Consumer Direct dated 08/12/2009.
Your reference number for this case is <edited out>, which should be quoted in any future contact about this issue.

Based on the information supplied within your e-mail it appears as though your enquiry is outside the normal remit of Consumer Direct as your query relates to a government funded scheme.

We are however able to suggest an alternative course of action:

I would advise that you follow the internal complaints procedure for Computer Share Voucher Service Ltd

HM Revenue and Customs can offer full guidelines regarding ‘salary sacrifice’ schemes, Working Tax Credit and Childcare Vouchers. Visit https://www.hmrc.gov.uk/childcare

If you would like further information about the remit of Consumer Direct please visit our 'about us' pages on our website, or telephone Consumer Direct on 08454 04 05 06 quoting the case reference number.

If you require any advice or information about any other consumer matter, please do not hesitate to contact Consumer Direct on 08454 04 05 06.

Thank you for your enquiry.

Sarah

Consumer Direct West Midlands

scootermacc · 11 December 2009 at 9:31PM

Today I have spoken to my local MP's office, and am putting our issues in writing to them with a view to discussion next week, and to try to get them to help us take on this company.

Problems with Computershare childcare vouchers

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