YBS online and deposits by direct debit

Section62

kaMelo said:

michaels said:

Just discovered the issue this evening.  I understand that online bank 'plum' may currently offer the same facility but it is going to be a pain in the proverbial to move around 30 DDs across self and DW accounts.  Will definitely be expecting compensation following a complaint, the lack of notice is obviously also problematic.

Was there a problem with the old online interface that they needed a new one?

Not to me at least. I'm a great believer in not fixing what isn't broken however, I'm also a luddite (or so I was told) so what do I know.
Another, albeit less of an impact than the DD issue, quirk of the new layout is that you can no longer see what date you opened a specific account.  If needed one can look back through transactions to work it out but it was handy being listed alongside the interest rate details. It made it easy to ensure you always kept an account open that was at least twelve months old so as to qualify for any loyalty products they offered.

Other useful information - like the current interest rate - has been buried behind additional clicks rather than being front and centre as it was.  No doubt the YBS team are congratulating themselves for developing a 'cleaner look'... who cares about the convenience of the customers who use it.

michaels

Has anyone received any compensation yet?

Got a call today, DD facility is not coming back, £60 compensation offered

AlwaysLearnin

I received this response on the 14th:

"Thank you for your recent message. Currently these options are not available on the website. Our IT team are aware of a few issue with the website and are working on a fix. If any amendments are needed please send us a secure message to confirm or call us on 0345 1200 100. Kind regards"

Shouldn't be too surprised that the left hand isn't too sure what the right hand's doing....

jimjames

AlwaysLearnin said:

Shouldn't be too surprised that the left hand isn't too sure what the right hand's doing....

I suspect the previous reply is the correct one. I can't see any reason why they'd add the functionality back when it is a cost to them and no benefit. I also logged on to the site yesterday to amend my DD and found that I couldn't do so. I'll log a complaint too.
Lack of notice to remove the facility is pretty poor especially when they don't even seem to know that it's gone

Logged in to raise the issue. On logging out I was prompted with a survey. They now know how frustrated I am with the changes!

Catplan

michaels said:

Has anyone received any compensation yet?

Got a call today, DD facility is not coming back, £60 compensation offered

Has anyone else been advised DD not coming back and been offer compensation?

initial response to my complaint was we aim to respond within 14 days, got another reply today saying another 35 days whilst they investigated my complaint.

E_zroda

Dear YBS,

I am afraid that I have few items that I feel I need to raise with you. I can't tell with certainty if they are caused by the move to the new platform - advertised as 'your online services upgrade is here - fresh new look and easier to use!'.

1. The mobile app crashes much more often than it used to 'Sorry, something went wrong' being the sole explanation

2. Whenever I try to use the mobile app to make transfer between my YBS accounts, I get a  message notifying me that 'something went wrong'. This is also extremely annoying new 'feature'. 

3. In the mobile app when you view the transactions, you can see that they are repeated ad infinitum - over and over again, you simply scroll and scroll down seeing the same set of transactions. Inexplicable and confusing.

4. Finally - in the past (ever since YBS acquired the Egg Money savings business)  the user could via PC online banking to set up Direct Debits for inward payments from external bank accounts - extremely helpful and useful feature. That ability is now no longer there - or at least I was not able to find it.

Please let me know when are you planning to fix the above issues. 

Thank you in advance and and kind regards,

trickydicky14

E_zroda said:

Dear YBS,

I am afraid that I have few items that I feel I need to raise with you. I can't tell with certainty if they are caused by the move to the new platform - advertised as 'your online services upgrade is here - fresh new look and easier to use!'.

1. The mobile app crashes much more often than it used to 'Sorry, something went wrong' being the sole explanation

2. Whenever I try to use the mobile app to make transfer between my YBS accounts, I get a  message notifying me that 'something went wrong'. This is also extremely annoying new 'feature'. 

3. In the mobile app when you view the transactions, you can see that they are repeated ad infinitum - over and over again, you simply scroll and scroll down seeing the same set of transactions. Inexplicable and confusing.

4. Finally - in the past (ever since YBS acquired the Egg Money savings business)  the user could via PC online banking to set up Direct Debits for inward payments from external bank accounts - extremely helpful and useful feature. That ability is now no longer there - or at least I was not able to find it.

Please let me know when are you planning to fix the above issues. 

Thank you in advance and and kind regards,

You might be interested in this. I contacted YBS via email about some issues I have been going through, at the end of my email I asked about the removal of the DD button from the website as I am an old Egg customer still with a savings account. In response I was told, “Inbound direct debits can be set up by calling 0345 1200 100”.

Now I don’t know if this is correct but if it is it’s a big step backwards. Having to ring up to set one up and the same if you wanted to change details on the DD, any thoughts.

kaMelo

trickydicky14 said:

E_zroda said:

Dear YBS,

I am afraid that I have few items that I feel I need to raise with you. I can't tell with certainty if they are caused by the move to the new platform - advertised as 'your online services upgrade is here - fresh new look and easier to use!'.

1. The mobile app crashes much more often than it used to 'Sorry, something went wrong' being the sole explanation

2. Whenever I try to use the mobile app to make transfer between my YBS accounts, I get a  message notifying me that 'something went wrong'. This is also extremely annoying new 'feature'. 

3. In the mobile app when you view the transactions, you can see that they are repeated ad infinitum - over and over again, you simply scroll and scroll down seeing the same set of transactions. Inexplicable and confusing.

4. Finally - in the past (ever since YBS acquired the Egg Money savings business)  the user could via PC online banking to set up Direct Debits for inward payments from external bank accounts - extremely helpful and useful feature. That ability is now no longer there - or at least I was not able to find it.

Please let me know when are you planning to fix the above issues. 

Thank you in advance and and kind regards,

You might be interested in this. I contacted YBS via email about some issues I have been going through, at the end of my email I asked about the removal of the DD button from the website as I am an old Egg customer still with a savings account. In response I was told, “Inbound direct debits can be set up by calling 0345 1200 100”.

Now I don’t know if this is correct but if it is it’s a big step backwards. Having to ring up to set one up and the same if you wanted to change details on the DD, any thoughts.

My own thoughts, YBS know about the removal of online DD functionality and are not planning on reimplementing it. Their sticking plaster is to allow people to call them to change direct debits instead of doing it online, all whilst hoping people can't be bothered to do so.

trickydicky14

kaMelo said:

trickydicky14 said:

E_zroda said:

Dear YBS,

I am afraid that I have few items that I feel I need to raise with you. I can't tell with certainty if they are caused by the move to the new platform - advertised as 'your online services upgrade is here - fresh new look and easier to use!'.

1. The mobile app crashes much more often than it used to 'Sorry, something went wrong' being the sole explanation

2. Whenever I try to use the mobile app to make transfer between my YBS accounts, I get a  message notifying me that 'something went wrong'. This is also extremely annoying new 'feature'. 

3. In the mobile app when you view the transactions, you can see that they are repeated ad infinitum - over and over again, you simply scroll and scroll down seeing the same set of transactions. Inexplicable and confusing.

4. Finally - in the past (ever since YBS acquired the Egg Money savings business)  the user could via PC online banking to set up Direct Debits for inward payments from external bank accounts - extremely helpful and useful feature. That ability is now no longer there - or at least I was not able to find it.

Please let me know when are you planning to fix the above issues. 

Thank you in advance and and kind regards,

You might be interested in this. I contacted YBS via email about some issues I have been going through, at the end of my email I asked about the removal of the DD button from the website as I am an old Egg customer still with a savings account. In response I was told, “Inbound direct debits can be set up by calling 0345 1200 100”.

Now I don’t know if this is correct but if it is it’s a big step backwards. Having to ring up to set one up and the same if you wanted to change details on the DD, any thoughts.

My own thoughts, YBS know about the removal of online DD functionality and are not planning on reimplementing it. Their sticking plaster is to allow people to call them to change direct debits instead of doing it online, all whilst hoping people can't be bothered to do so.

Yes I agree with you 100% as it stands it will be more work for them but as you say, they have a reason for doing so.

E_zroda

Thanks for the info. The reason behind my DD annoyance is that my favourite quick and simple way to easily set up a DD as/when required by various current account switching offers is R.I.P., by the look of it. (Sob...) It was good while it lasted, about 11 years by my count.