YBS online and deposits by direct debit

trickydicky14

For anyone interested, YBS emailed me 24hrs after I sent a complaint just to say my issue would be passed over to the complaints department. Today Monday, that’s one working day later, I had a phone call from YBS with I missed. This afternoon I had a second call which I took. The lady said if it was inconvenient, she would ring back a third time, that impressed me.

She told me as I was not notified about the removal of the DD option, she would uphold my complaint and offered me compensation, I won’t say how much but it was more than I would expect.

She also told me if I required to setup new DD’s I can just message them and it would be sorted so I don’t have to ring up to do it, I didn’t think of that.

Yes, I would sooner have the facility reinstated but I’m not too despondent at the outcome and impressed with customer service.

norm_

I just contacted YBS on the phone to ask to setup a new DD deposit and the lady I spoke to said it's not possible any more. Waiting for a call back from a manager.

Edit: webchat wouldn't help setup a new DD either.

trickydicky14

norm_ said:

I just contacted YBS on the phone to ask to setup a new DD deposit and the lady I spoke to said it's not possible any more. Waiting for a call back from a manager.

Edit: webchat wouldn't help setup a new DD either.

That’s unbelievable after what I was told, please keep us updated

norm_

trickydicky14 said:

norm_ said:

I just contacted YBS on the phone to ask to setup a new DD deposit and the lady I spoke to said it's not possible any more. Waiting for a call back from a manager.

Edit: webchat wouldn't help setup a new DD either.

That’s unbelievable after what I was told, please keep us updated

I even quoted what you posted on the webchat, and the reply was we can't comment on specific accounts, you need to make a complaint.

So YBS would rather customers complain rather than assist them. Crazy attitude from a building society I thought had more sense than some of the other banks.

No call back from a manager either, so either CS agent didn't pass on the message or they haven't bothered to follow it up.

trickydicky14

norm_ said:

I just contacted YBS on the phone to ask to setup a new DD deposit and the lady I spoke to said it's not possible any more. Waiting for a call back from a manager.

Edit: webchat wouldn't help setup a new DD either.

I’m just wondering if it’s anything to do with me having an old legacy egg web saver which has always allowed DD’s. What account are you attempting to set a DD up.

norm_

trickydicky14 said:

norm_ said:

I just contacted YBS on the phone to ask to setup a new DD deposit and the lady I spoke to said it's not possible any more. Waiting for a call back from a manager.

Edit: webchat wouldn't help setup a new DD either.

I’m just wondering if it’s anything to do with me having an old legacy egg web saver which has always allowed DD’s. What account are you attempting to set a DD up.

Same, I've got their "web saver" which was setup from the old Egg account.

E_zroda

Good old Egg - so glad now that I didn't close it when its fixed rate of 6% expired after the rates plummeted 10+ years ago

norm_

YBS upheld my complaint and credited me £50.

Presumably because the degree of misinformation about.

The Investigator confirmed you can use the inbound DD facility, you can phone 0345 1200 100 to set it up.

I think YBS are a good institution they just needed to communicate the changes better.

soulsaver

There's another issue related to this: There is no longer any visibility of the DD details - ie you can't tell which payment is to whom. It's prob not an issue if you've only got a couple.. but 20+..?

I've asked for a list of the DD details electronically while they, hopefully, fix the problem.

ETA  In response, they say they'll post a list for my records. I've requested it in an email. Waiting response.

E_zroda

soulsaver said:

There's another issue related to this: There is no longer any visibility of the DD details - ie you can't tell which payment is to whom. It's prob not an issue if you've only got a couple.. but 20+..?

I've asked for a list of the DD details electronically while they, hopefully, fix the problem.

ETA  In response, they say they'll post a list for my records. I've requested it in an email. Waiting response.

My DDs are for nominal pound and then the number of pennies reminds me which one is which.