YBS Rainy Day Account Issue 2

simonsmithsays

Growingold said:

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 

Humans program computers

bundoran

Bigwheels1111 said:

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.

You're right that the money certainly isn't the point. I'm not down to my last £22.

When I first contacted YBS I was told that I would be phoned within a week.

I wasn't phoned within a week, and haven't been phoned at all.

I was told that I would get email confirmation of the registration of my complaint and the case reference on the same day I telephoned to complain, and I should look out for it in the next couple of hours.

I didn't get the email for ten days. Then I got the exact same email again 18 days later.

Those emails both indicate that YBS aimed to deal with the complaint within 28 days, but if they couldn't they would "keep you updated".

They have neither dealt with the complaint within 28 days nor kept me updated.

I rang YBS complaints pointing out the above, and asking that my complaint be expedited because of the delay. I was told that a request would be made for it to be expedited.

The next time I rang I was told that no complaints could be expedited, and that they were all dealt with in the order of their receipt.

I asked to speak to a supervisor, and told him that I knew complaints weren't dealt with in order of receipt because other complainants had posted on MSE that their complaints had been dealt with far quicker than mine.

He then said that complaints could be expedited, but that complaints like mine - about non-payment of interest on closure and deduction from capital - would not be and were all dealt with in order of receipt.

He refused to expedite the complaint.

I then pointed out that the complaints that were reported to have been dealt with quicker that mine were for exactly the same thing, so I knew that what he was telling me about being dealt with in order of receipt was untrue.

He still refused to expedite the complaint, but said that he would allocate it to an assessor that day.

I rang YBS a week later and was told that the complaint had still not been allocated.

In short, after five and a half weeks Yorkshire Building Society has not even begun to deal with my complaint, I've been lied to, and it basically it hasn't done any of the things it told me it would do.

So yes, now it isn't just about £22.

subjecttocontract

Then perhaps when appropriate list out all the elements and tell them you expect to be compensated for each of them individually.

Growingold

simonsmithsays said:

Growingold said:

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 

Humans program computers

Yes but they don't input transactions. The computer program does it automatically

bundoran

subjecttocontract said:

Then perhaps when appropriate list out all the elements and tell them you expect to be compensated for each of them individually.

Thanks @subjecttocontract . It's just short of six weeks now and there has been no action or response by YBS whatsoever, so at the weekend I took your advice and I've listed all the elements in a letter to the Chief Executive - who I realise will probably never see it - and asked for compensation. The letter should land there today. I'll post on here if I ever get any sort of reply. I'm not holding my breath.

ForumUser7

bundoran said:

subjecttocontract said:

Then perhaps when appropriate list out all the elements and tell them you expect to be compensated for each of them individually.

Thanks @subjecttocontract . It's just short of six weeks now and there has been no action or response by YBS whatsoever, so at the weekend I took your advice and I've listed all the elements in a letter to the Chief Executive - who I realise will probably never see it - and asked for compensation. The letter should land there today. I'll post on here if I ever get any sort of reply. I'm not holding my breath.

Hopefully you get sorted, but the complaint handling regulatory timeframe is 8 weeks for non payment services complaints. I do agree they should respond quicker, but as of just now they are still within the regulatory requirements (unless your complaint is classed as payment services related).

bundoran

ForumUser7 said:

bundoran said:

subjecttocontract said:

Then perhaps when appropriate list out all the elements and tell them you expect to be compensated for each of them individually.

Thanks @subjecttocontract . It's just short of six weeks now and there has been no action or response by YBS whatsoever, so at the weekend I took your advice and I've listed all the elements in a letter to the Chief Executive - who I realise will probably never see it - and asked for compensation. The letter should land there today. I'll post on here if I ever get any sort of reply. I'm not holding my breath.

Hopefully you get sorted, but the complaint handling regulatory timeframe is 8 weeks for non payment services complaints. I do agree they should respond quicker, but as of just now they are still within the regulatory requirements (unless your complaint is classed as payment services related).

Thanks. I hope so too. I guess I'm just really disappointed. I honestly thought that Yorkshire Building Society was better than this. Naively I 'd thought they cared about their customers, being a mutual, and expected them to want to do something about their mistake but they absolutely couldn't care less.

bundoran

bundoran said:

subjecttocontract said:

Then perhaps when appropriate list out all the elements and tell them you expect to be compensated for each of them individually.

Thanks @subjecttocontract . It's just short of six weeks now and there has been no action or response by YBS whatsoever, so at the weekend I took your advice and I've listed all the elements in a letter to the Chief Executive - who I realise will probably never see it - and asked for compensation. The letter should land there today. I'll post on here if I ever get any sort of reply. I'm not holding my breath.

My letter to the YBS Chief Executive has produced an email from YBS, their first response to my complaint in six weeks.

I've been told that the £6.31 they deducted from my capital will be paid to my bank account - but said nothing about the non-payment of interest for the time they had my savings - and that a complaint handler "will be in touch as soon as possible to discuss the situation".

bundoran

bundoran said:

bundoran said:

subjecttocontract said:

Then perhaps when appropriate list out all the elements and tell them you expect to be compensated for each of them individually.

Thanks @subjecttocontract . It's just short of six weeks now and there has been no action or response by YBS whatsoever, so at the weekend I took your advice and I've listed all the elements in a letter to the Chief Executive - who I realise will probably never see it - and asked for compensation. The letter should land there today. I'll post on here if I ever get any sort of reply. I'm not holding my breath.

My letter to the YBS Chief Executive has produced an email from YBS, their first response to my complaint in six weeks.

I've been told that the £6.31 they deducted from my capital will be paid to my bank account - but said nothing about the non-payment of interest for the time they had my savings - and that a complaint handler "will be in touch as soon as possible to discuss the situation".

It's been sorted. The letter to the Chief Executive worked.

I received a phone call from a complaint handler who said the handling of the complaint had been "a comedy of errors", and apologised on behalf of YBS for the things they had said they would do that they hadn't done, and for the delay.

So I'm to be paid the money they wrongfully took, the missing interest, and some compensation.

Thank you to everyone who contributed on here for your interest, moral support and the advice you've given. It is all much appreciated.