Current Shawbrook delays for new customers

Albermarle

Before this period , normally they had a good reputation and currently good rates. I was lining them up possibly for my next fixed rate account but not so sure now.

Troytempest

I am also having problems with an ISA transfer - no reply to secure message and not able to get through.

I have emailed the CEO and he has replied personally and will sort the problem out - I await progress.

inspectorperez

Worrying to read of the concerns being expressed by new and existing savings customers on this thread and Trustpilot.

Okay, it is the end of the tax year, but when you read the bank's online message that interest certificates will appear "before the end of May", it doesn't exactly inspire confidence in a well maintained back office.

roddydogs

Reply now received and upgraded to issue 20  via secure message.

katies_mum

dosh37, did you get a reply from Shawbrook regarding your message to them requesting they transfer your maturing ISA to their easy access ISA paying 0.85%?   We are in a similar position with our ISA`s maturing on the 23rd April.  Many thanks

canaldumidi

I eventually got my issue 18 upgraded to issue 20 at the higher rate in response (after more than a week) to my online request.

But having opened a new issue 20 ISA, I now have two of them.....

cloud_dog

I feel a little for Shawbrook, as they seem to be suffering because of their success.

My mother has an issue with not being able to withdraw monies from the upgraded Easy Access 29 account; it doesn't appear on the 'Withdrawal' drop-down list (only the EA ISA 20 account appears).  I managed to speak with a customer rep, side-stepped GDPR stuff (spoke hypothetically / no confirmation or denial of the customer, account, or issue was asked of SB), but they agreed to investigate and resolve if it proved to be the case.  And resolved it was.  Mother put through a withdrawal, great sigh of relief.  Recently tried to do another withdrawal, and back to square one

dosh37

I am still experiencing problems with my ISA maturity instructions:-

I originally sent a secure message entitled 'Apply My Maturity Instruction' requesting to transfer into two new ISA accounts: a 12 month fixed (1.33%) and an easy access (0.85%). I received a confirmation message that the instructions had been processed.

Shawbrook then introduced new issue accounts with higher interest rates : 12 month Issue 59 (1.4%), easy access Issue 20 (0.92%).

My existing ISA does not actually reach maturity until 21st April so I sent another secure message on 6th April requesting that the new accounts are changed to the higher interest rates. As of today (12th April) I have received no confirmation that this request has been implemented.

Today I discovered that there now appears to be a new 'type' or 'category' of secure message specifically named 'Apply My ISA Maturity Instruction'. This is not the same as creating a 'general' secure message and giving it the same title. I suspect a message with this new category is handled differently by their processing system. This has not been explained to customers.

Anyway today I sent another secure message using this new category. If I hear nothing I will either have to attempt to contact them by phone (despite the long call waiting times) or resort to a written letter in the post. This is really not good enough.

dosh37

This morning, the customer services phone queue is around 25.

If each takes 5 minutes, that's a call waiting time of over two hours.

Does anyone know the Shawbrook Bank postal address for savings inquiries?

I can find nothing on their website.

rallycurve

dosh37 said:

This morning, the customer services phone queue is around 25.

If each takes 5 minutes, that's a call waiting time of over two hours.

I would expect they have more than one agent picking up calls!