Busy Bees Vouchers, Save Pounds and get a headache free! (Computershare Voucher Services)

Member Name: Brian from Gateshead

Product:	Computershare Voucher Services
Date:	01/05/09 (300 review reads)
Rating:

Advantages: Substantial saving can be made on child care costs.

Disadvantages: Poor customer service and web system support.

Although I do agree Busy Bee Vouchers are a fantastic way to save hundreds of pounds a year, the service is appauling! I have been using them for nearly 2 years now and in that time have had many issue's! Firstly it used to take on average 2-3 months for them to amend an amount on the voucher as nursery costs increased. This was causing me to have to make up the amount out of pocket. A couple of occasions we received vouchers with incorrect amounts on without requesting a changed?
My wife due to all the issue's and fear of the voucher getting lost in the post, emailed busy bees with a question of if there was an easier way to pay instead of paper vouchers.
We received no reply to that question, but next found two emails approximately two month's later, but this was only after calling Busy Bee's stating we had not received our paper vouchers? They mentioned we had signed up to eVouchers??? I was not aware of this?? And was told they had sent the emails to our email accounts. saying Welcome to eVouchers?? Very rude!
I was originally told by busy bees my company didn't do eVouchers and that paper vouchers were my only option. But now I had been sent an email saying I had been signed up to eVouchers?? I called Customer Service again and asked if this was ok now and they just said yes.
eVouchers have been a similar experience to paper vouchers.
My account has been reset three times in three months! Firstly was the account had not been setup correctly, I waited the recommended 24 hours before attemting to log into my account using the recommended copy & paste technique, and it locked me out after three attempts. Rang customer service, they mentioned I had entered wrong password??? Account reset, new password issued via email, waited 24 hours again, logged in OK. Attempted to change password, the password was accepted ok.
Next time I tried to login using the new password it didn't work, out of curiousity I tried the original emailed password and it worked?? I again tried changing the password and although it was saying new password accepted, it wouldn't change it to my login password! I sent them an email to say I could not change my password, so they again reset my password? This time after waiting 24 hours AGAIN, I was able to change my password to what I wanted and tried previously.
Lastly due to a requirement to decrease the amount since my wife will be on maternity leave and be able to care for our older child more. When I tried to amend the amount taken from my salary, the selection on the web system only showed paper as voucher type? I was already using eVouchers for the last three months??
I rang and was told she could not access my account and was asked to make the change online, when I explained the only option was paper, I was told there was nothing she could do? I was then forced to make the change and then ask to be setup on eVouchers AGAIN!
I have again received another reset password email. And yet to attempt to change the password to the more memorable one.
The annoying thing is these emails give no reason to why it has been reset. Just the standard Welcome to eVouchers email which I find quite rude!
I do not believe it is the staff's failure, but the lack of training from the company itself on dealing with issue's. Although I do sometimes find the staff rude with their replies as if you are stupid. You can tell the staff are under pressure to solve issue's with the new web-based system and unsure how to go about it.
All in all, I have saved loads of money from using the voucher scheme, but not as much as I should have due to lengthy delays between changes taking place.
Lets just hope in time the issue's I've experienced are just teething pains with the new system, as there is no way I wish to go back to paper vouchers!! At least this way I am able to see cock-ups as they occur.

Summary: Good scheme to save lots of money but lacks in customer satisfaction.