YBS Rainy Day Account Issue 2

bundoran

gt94sss2 said:

bundoran said:

I would have thought this could have been cleared up in a few minutes in the first phone call I made. There just doesn't seem to be any sense on their part of a need to resolve this simplest of issues expeditiously. I feel sorry for anyone who ever complains to YBS about anything complicated.

If you have identified a wider issue with their systems, I imagine they will want to fix it for everyone not just you.

YBS could calculate the interest they owe me very simply, and return it to me together with the capital they wrongly deducted from the balance of my account in a few moments.

There's no need to make me wait while they find out if they've got an IT problem and then fix it. They can do that afterwards.

Thanks for giving us the benefit of your imagination though.

PloughmansLunch

Just to report I closed my Rainy Day 2 on Monday, and by Tuesday morning the full balance plus £94 interest was credited to my YBS Internet Saver. 

TiVo_Lad

PloughmansLunch said:

Just to report I closed my Rainy Day 2 on Monday, and by Tuesday morning the full balance plus £94 interest was credited to my YBS Internet Saver. 

Did you close online or did you phone YBS?

PloughmansLunch

TiVo_Lad said:

PloughmansLunch said:

Just to report I closed my Rainy Day 2 on Monday, and by Tuesday morning the full balance plus £94 interest was credited to my YBS Internet Saver. 

Did you close online or did you phone YBS?

Via online banking

bundoran

Just a quick update on the complaint I made to YBS on 29 June about them not paying any closing interest on my Online Rainy Day Saver Issue 2, and their wrongful deduction of money from the capital sum when they paid it back.

Really it's a non-response, because three weeks after I first complained my complaint "hasn't yet been allocated to a complaint consultant" and apparently I'll be phoned when it has been allocated and considered. No timescale could be given for the complaint to even be allocated, let alone considered.

So more than three weeks after I first complained YBS has done absolutely nothing about it.

I was told that they "had 8 weeks to deal with it". I pointed out that 8 weeks was not a reasonable timescale nor a period to which I had agreed, but that it was simply the time that needed to elapse before I could go to the Ombudsman.

I think that YBS not even having started to look at a simple complaint in over three weeks is pitiful.

ForumUser7

bundoran said:

Just a quick update on the complaint I made to YBS on 29 June about them not paying any closing interest on my Online Rainy Day Saver Issue 2, and their wrongful deduction of money from the capital sum when they paid it back.

Really it's a non-response, because three weeks after I first complained my complaint "hasn't yet been allocated to a complaint consultant" and apparently I'll be phoned when it has been allocated and considered. No timescale could be given for the complaint to even be allocated, let alone considered.

So more than three weeks after I first complained YBS has done absolutely nothing about it.

I was told that they "had 8 weeks to deal with it". I pointed out that 8 weeks was not a reasonable timescale nor a period to which I had agreed, but that it was simply the time that needed to elapse before I could go to the Ombudsman.

I think that YBS not even having started to look at a simple complaint in over three weeks is pitiful.

8 weeks is the time all financial services have to consider non-payment related complaints before it can be referred to the FOS. This is in their complaints procedure. Hopefully as it is a known issue, once assigned it'll be a quick and easy fix.

I agree it is frustrating they haven't began to look at it, but usually companies assign in date received order rather than order of simplicity. Hopefully they'll get to you soon.

bundoran

ForumUser7 said:

bundoran said:

Just a quick update on the complaint I made to YBS on 29 June about them not paying any closing interest on my Online Rainy Day Saver Issue 2, and their wrongful deduction of money from the capital sum when they paid it back.

Really it's a non-response, because three weeks after I first complained my complaint "hasn't yet been allocated to a complaint consultant" and apparently I'll be phoned when it has been allocated and considered. No timescale could be given for the complaint to even be allocated, let alone considered.

So more than three weeks after I first complained YBS has done absolutely nothing about it.

I was told that they "had 8 weeks to deal with it". I pointed out that 8 weeks was not a reasonable timescale nor a period to which I had agreed, but that it was simply the time that needed to elapse before I could go to the Ombudsman.

I think that YBS not even having started to look at a simple complaint in over three weeks is pitiful.

8 weeks is the time all financial services have to consider non-payment related complaints before it can be referred to the FOS. This is in their complaints procedure. Hopefully as it is a known issue, once assigned it'll be a quick and easy fix.

I agree it is frustrating they haven't began to look at it, but usually companies assign in date received order rather than order of simplicity. Hopefully they'll get to you soon.

Thanks. I hope so too. 

I realise that 8 weeks is the period applicable to all institutions, but one would hope that when a large organisation is complained to and states in that first phone call that they can see the error and admit it is their fault, they would be clued up enough to sort it out there and then. It really couldn't be simpler.

If they had done that I would have been very impressed. Skipton HQ did exactly that when I complained on behalf of one of my parents some years ago, and I'm still a satisfied customer of theirs.

As it is, I won't be using YBS again, and they've now got four weeks and six days before I'm off to the Ombudsman.

Catplan

I raised a complaint with them, a week later £60 appeared in my account, 3 days later a letter arrived to say they’d awarded me £60,as they agreed with complaint. I shut up and went away, I was happy with that for the ten minutes I wasted on it.

bundoran

Catplan said:

I raised a complaint with them, a week later £60 appeared in my account, 3 days later a letter arrived to say they’d awarded me £60,as they agreed with complaint. I shut up and went away, I was happy with that for the ten minutes I wasted on it.

I wish that had been my experience. I'd happily have gone away after a week if they'd paid me £60, or just the money they owed me.

As it is, after 25 days YBS still haven't even allocated my complaint to anyone so they can start to consider it.

bundoran

Just thought I would give an update on my YBS experience.

It's now 29 days since I first raised my complaint with YBS about the non-payment of interest on closure of my Rainy Day Saver Issue 2 account, plus a deduction from my capital.

I spoke to them again today. The complaint still hadn't been allocated. I asked to speak to a supervisor and I was told that the complaint would be allocated to someone today and that I should get a resolution email in 1 to 2 weeks.

I'm ok with that.

I think it would be better if YBS told people "your complaint is in a queue but we're very busy at the moment and it might take up to 8 weeks" rather than "it hasn't been allocated yet and we've got up to 8 weeks", because the former makes you think that it is making some - slow - progress towards resolution, whereas the latter makes you feel like they're not doing anything about it and couldn't care less.

Anyway, I was told that they're dealing with a large volume of complaints at the moment - which is borne out by the YBS threads on here - and it was made clear that they're not able to deal with them as quickly as they'd like to. 

Now I've been given a timescale I can chill about it. Being told, in terms, that they would like to be a lot quicker but can't be because of the sheer volume of work that has turned up makes me feel better about it somehow.

Good luck to anyone else who's waiting.