YBS Rainy Day Account Issue 2

subjecttocontract

Looks like you are due a compensation/ interest payment.

bundoran

bundoran said:

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.

Further to the above, I thought I'd give another update.

It is now 5 weeks since I complained to Yorkshire Building Society. 

I rang today, and was told that the complaint has still not been allocated to someone to look at it yet, despite being told by a supervisor on 28th July that it would be allocated that day.

At this rate I'll be off to the Ombudsman in three weeks' time, all over approximately £22.

I'm really disappointed in YBS.

subjecttocontract

You might be pleasantly surprised when they compensate you for their mistakes.
Surely you cant be that desperate for the £22 that's outstanding ?
I'd view it as an opportunity to squeeze a nice wedge of compensation out of them rather the getting annoyed at the delays.
Do let us know how things go.

Growingold

TBH though I didn't have any problem with YBS  (touch wood) , all this is very offputting and makes me think twice about opening any more accounts with them.  I had problems with Skipton a while back and although they could see what their computer was showing them was a blatantly incorrect balance it took them 2 weeks to get it sorted.   Put me off ever using that particular account again.  

subjecttocontract

Many of the problems ive had with banks, building societies & other financial institutions over the years have resulted in a generous compensation payment when they have made a mistake or their service has fallen short and I've always been very satisfied. 

Growingold

subjecttocontract said:

Many of the problems ive had with banks, building societies & other financial institutions over the years have resulted in a generous compensation payment when they have made a mistake or their service has fallen short and I've always been very satisfied. 

Yes compensation was paid but that's not really my point here.   If a banks computer software is showing the wrong balance on an account and you can see that it can't possibly be correct and the banks personnel can see that it is not correct . . . . . ..  and it takes 2 weeks to get it sorted meanwhile you are without your money you do lose faith.  Computerised accounts showing ins and outs in theory should never show the wrong balance after a transaction is made.

subjecttocontract

If your expectation is that banks shouldnt make mistakes you are going to be regularly disappointed. Most things in life are a compromise or a trade off.

bundoran

subjecttocontract said:

If your expectation is that banks shouldnt make mistakes you are going to be regularly disappointed. Most things in life are a compromise or a trade off.

I think the way to get the measure of an institution is not whether it makes mistakes - because every one of them will at some time - but how efficiently, expeditiously and courteously it acts to rectify mistakes once they have been brought to its attention.

Growingold

bundoran said:

subjecttocontract said:

If your expectation is that banks shouldnt make mistakes you are going to be regularly disappointed. Most things in life are a compromise or a trade off.

I think the way to get the measure of an institution is not whether it makes mistakes - because every one of them will at some time - but how efficiently, expeditiously and courteously it acts to rectify mistakes once they have been brought to its attention.

Yes humans at banks can make mistakes but I don't understand how computers can make mistakes.  And in my experience I had I wouldn't say 2 weeks  with constant phone calls with their promises for their IT dept to look at it so I could withdraw my money was exactly efficient and expeditious though they were courteous. 

Sorry to have hijacked the thread from YBS Rainy Day Issue 2 

Bigwheels1111

subjecttocontract said:

You might be pleasantly surprised when they compensate you for their mistakes.
Surely you cant be that desperate for the £22 that's outstanding ?
I'd view it as an opportunity to squeeze a nice wedge of compensation out of them rather the getting annoyed at the delays.
Do let us know how things go.

I love your comment, Surely you cant be that desperate for the £22 that's outstanding ?.
The money is not the point it’s the principle of the matter.
I would be complaining over a 1p mistake.
Did this with a First Direct regular saver, over a 3p difference.
I got my 3p, plus £50 good will gesture.
When TSB messed up a few years ago switching their systems over.
You could not access money, pay bills etc.
Complained 3 times, First was have £50 we are sorry.
After 3 weeks and still not right complaint number two, £575.
Then about 4 months later they wrote to me after reviewing my case and sent £380.
When my bank did not pay 3 lots of money into fixed rate savings on a Friday or have the fraud team call me.
On the Monday I called to sort it.
Money was paid out, £133.15  in interest for 4 days was given and another £50 to make me go away.
With Peugeot, my complaints have been upheld.
Two free services just over £500, £200 in goodwill gestures and 4 years free AA full cover including European.