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“Don't trust this company! It treats its existing...”

Written on: 30/07/2007 by tissy52 (1 review written)

Good Points
Can't think of any!

Bad Points
They don't care about their customers!

General Comments
Don't trust this company! It treats its existing customers in an unfair, underhand and unscrupulous manner. When your current product comes to an end and you have to phone YBS to enquire about new products because they won't get in touch with you to tell you it has ended or let you know about current products, as I discovered the last time my product came to an end and was put onto the standard variable rate without my knowledge for a year. Which resulted in having to pay out a lot of extra money to YBS. As a result of your telephone enquiry they make new product offers to customers by telephone, which are accepted by the customer but then withdrawn if the formal acceptance that they send out for signature takes longer than 10 days for the turn around postal trip. Unfortunately, neither YBS or I have control over the postal service but both of us had to rely on it as YBS did not even allow the acceptance to be faxed back after being signed in their local office. They do not even follow up by telephone if the acceptance has not been received by them in the allotted turn round time of 10 days, to enquire what the situation is. After the 10-day period they will of course then offer you a new rate but it will of course be higher, than the previous one and so it will continue with you trying to ensure the 10 day period each time, hoping that eventually you will manage it. Though I doubt if the rates were falling they would also withdraw the offer and insist on offering you a lower one instead after the 10 days! You write to the Chief Executive and don't even receive an acknowledgement of your letter far less a reply from his office and it takes 1 month for the department he has delegated to deal with your complaint to write to you. Customer service is appalling, they talk nonsense and round in circles, you are passed from one person to another, they are not interested in customer service or satisfaction. Perhaps they comes from the top, from a Chief Executive who thinks he and his department are much too important to deal personally with just little old me, nobody really, just an existing, very dissatisfied and unhappy customer. Not accessible to ordinary members, but I have been told that occasionally he will choose members to meet with in local area, the ones with the big bank balances no doubt!