YBS online and deposits by direct debit

PixelPound

YBS published they were stopping accepting DD's, but I have a similar account and last month set up a second DD, so have 2 DD's for small amounts. You could not set it up on the App but could via the web using "New Regular Deposit"

You have to do it via the website, you cannot do it on the app. However I have just logged in and the option has been removed. IIRC the article mentioned having to call to manage existing DD's on the account.

charlieboycat

Thanks nic_c.  It's true they published (xylophone kindly posted the link above) that they were stopping OUTGOING DDs last June and I assume they've done so (I didn't have any).  I've no idea about the app (I've never used it) but the functionality for managing INCOMING DDs online disappeared fort a short while when they first launched the new online site (July?), became available again when they were forced to revert to the old online site because the new site didn't work when first launched, and seemingly disappeared again when they relaunched the new online site.  I don't know how recent the relaunch was (or whether it was rolled out gradually) - but presumably quite recent if you were able to set up a new DD last month.

I haven't found anything on their website that says that  INCOMING DDs can now be managed by phone (xylophone's link simply says payments into a YBS account by DD will continue, which has been my experience to date) - but soulsaver reported above that (s)he was told that during the aborted first launch.  However, my online message question and answer experience suggests that CS Reps might not know what one was talking about if one did phone.

soulsaver

YBS replied: 
Dear MR SS
"Thanks for your message. I am sorry that this facility is not available on the new website. Please reply to this message confirming the device and browser you are using and I will log this as a fault with our IT department. I apologise for the inconvenience caused. Kind Regards"

This was from a different CS than the first that sadly failed to give it enough attention to comprehend the message.

I replied with the requested probably irrelevant info.* (Edge and Chrome). I also said this issue was reported and supposedly being addressed with the earlier 'upgraded' and subsequently aborted website, but now the message archive has also disappeared. 

* unless someone reports that it's working with linux or the like in the latest incarnation.

Catplan

So my reply states only my web saver has DD facilities, which was the account number I mentioned, they said:

” The Web Saver - is the only account with a Direct Debit facility to pay in and to amend this instruction, you will need to call us on 0345 1 200 100 between 9am and 5pm (9am and 1pm on Saturday).”

 I’ve replied asking if this also includes setting up new DD’s.

charlieboycat

Looks like that's it unfortunately.  I got two further responses today (after telling them their first response was rubbish and asking for the question to be referred to a supervisor). The first one said "I will speak to our IT department about this and get back in touch with you once I have had a response from them.".  The second said  "It has been confirmed we have removed the facility to amend inbound direct debits from the website, you would need to call us on 0345 1200 100 to do this in future." Would have been helpful if they could haver advised all WebSaver account holders!

I don't fancy the amount of likely wasted time and effort given their CS reps' apparent lack of understanding of DDs. And as Catplan says - no mention of the ability to set up new DDs.

Waste of breath complaining I guess - the IT Department either don't want the extra work involved or don't know how to implement it.

soulsaver

I also got another rubbish reply which was a step backwards in competence from the earlier one. I'm beginning to wonder whether it's a policy decision to act incompetently on the issue hoping we'll go away? 

I think a formal complaint is in order and if they get enough of them....?

You would expect more than a months notice as it's usually a monthly transaction. Very disappointing and even more disappointing is their CS 'apparent' inability to understand the issue. Even the PO did a better job of discontinuing DDs inbound, if that's their intention... and most of us  know how unprofessional & incompetent they were.

Actually I suspect this is unplanned/oversight, but they were aware of customer rumblings in the 'beta' release.

PixelPound

I've raised a message query with them and wait for their reply. I'm sure it will be similar to above, but maybe if more people query it, they'll resolve it.

If they mention that it can be done via the phone, I'll respond that my account is "Internet only - Web Saver", and see where that gets me.

soulsaver

nic_c said:

I've raised a message query with them and wait for their reply. I'm sure it will be similar to above, but maybe if more people query it, they'll resolve it.

If they mention that it can be done via the phone, I'll respond that my account is "Internet only - Web Saver", and see where that gets me.

Maybe suggest DD instruction by secure message could be a better option than waiting on their answering a phone call in the interim? Or both?

Is this getting any action on x/twitter/facebook? (I don't do 'em..) or is there too few of us with the legacy facility?

charlieboycat

Like Catplan I went back to ask for confirmation that new DDs could also be set up by phone.  In a context where YBS is the unchanging payee I got yet another incompetent response - about setting up new payees by phone!  I've asked for the chain of messages to be referred to their Complaints Department with three complaints: (1) CS Reps who don't understand the concept of deposits by DD; (2) withdrawal of online facility and replacing with phone when the T&Cs specify it's an account that is managed online; (3) change of T&Cs without any notification.

Probably a waste of my time but I'm annoyed so I'll waste some of theirs in responding to the complaints.

PixelPound

charlieboycat said:

Like Catplan I went back to ask for confirmation that new DDs could also be set up by phone.  In a context where YBS is the unchanging payee I got yet another incompetent response - about setting up new payees by phone!  I've asked for the chain of messages to be referred to their Complaints Department with three complaints: (1) CS Reps who don't understand the concept of deposits by DD; (2) withdrawal of online facility and replacing with phone when the T&Cs specify it's an account that is managed online; (3) change of T&Cs without any notification.

Probably a waste of my time but I'm annoyed so I'll waste some of theirs in responding to the complaints.

Maybe if a few of us do likewise, it might do something. IIRC the T&C of this account was it had to be done online and could not be done by phone.