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★☆☆☆☆

“Frustration, incompetence and shocking customer service”

written by 466Ford on 10/12/2014

An application for a remortgage to update my property, the YBS offer some competitive products and I'd use them before. Very low LTV, secure income, no problems. Or so I thought.

When you apply on line the YBS begin to communicate with you by text and email. It was all very professional as they reported progress. Their due diligence in checking my identity and financial bona fides was second to none. After a period I was informed that I had been successful, an offer was going out in the post to me and to the solicitors who the YBS were supplying as part of the product.

Nothing arrived so a week later I put in a call to their "Silver Team". Oh dear came the reply, there's been a computer glitch, we'll send it out again. Had I not called I suspect I’d still be waiting now. And so it arrived but included within was a valuation for some other applicant's property. I asked for the right valuation - another offer arrived but no valuation.

Weeks passed and I approached the solicitors to enquire about progress. We haven't received anything they told me. Another call to the Silver Team. Oops - we've sent the offer to the wrong solicitors. I plead with them to please get your act together and send the right solicitors a copy of my offer so I can complete, OK came the reply, we promise to send it today, registered post. A week passed, I rang the solicitors, no sign of anything. I submitted an official complaint. This had the effect of YBS immediately sending the offer to the right person, great I thought, problem solved.

Problem not solved. Further delay ensued and I enquired as to why. The solicitors would not progress the completion as the YBS were asking them to complete additional work outside their initial instructions and were refusing to pay an extra amount. The YBS thought the problem lay with 'my' solicitors, ignoring the irony that they had selected and instructed them and that the solicitors were acting for the YBS, not me. Impasse and intransigence followed leaving me high and dry. I’m no nearer to completion, I’ve complained again.

I can only describe my experience as hugely frustrating and endlessly exasperating. Mail has been misdirected or not sent at all. I have a growing collection of mortgage offers but it took YBS three attempts to send me the proper valuation and an official complaint from me to ensure that the solicitors finally received theirs. Now I am the victim of an unseemly squabble between the YBS and its own solicitors. I've lost count of the number of times I've had to call the YBS chasing, chasing. The staff promise to call you back, they do not. They are sympathetic when you do call but it seems the only way to get them to do anything is by way of successive official complaints.

Good products, expect appalling customer service from indifferent and incompetent staff who seem determined to ruin a Society with an otherwise good reputation.

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