Anyone else having trouble getting withdrawals from savings at Shawbrook Bank??

EtheAv8r

My wife and I have both held ISA savings accounts with them for some years.

The web site is not the best, but we have always managed to add funds and transfer to new ISA accounts with them as they change each year.

For the first time, I am trying to withdraw some of my own money - and I hit problems

There is no facility (as with all my other savings providers) to easily withdraw money and have it transferred simply within the web site, there is no Withdraw facility- you have to send them a Secure Message within their web system to make a request for withdrawal of funds. They claim "If your withdrawal request is received before 2.30pm on a working day, your savings should be accessible in your nominated account the next working day." 

I have been trying for days to get some of my money, and everything has to be done through their Web site using Secure Message - WHICH THEY SIMPLY IGNORE!! They do not clearly publish a telephone contact number in the web site when logged in, so you cannot talk to anybody, unless you have, or want, a Loan.

I was able to withdraw substantial funds from my Virgin accounts, simply and reliably, in less than 5 minutes, from logging on to the money getting to my current account.

As a PostScript:- I managed to find a telephone number 01277 751110, after going through the now standard rigmarole of pressing buttons etc, I got put into a queue, with an often repeated message that "All of our representatives are helping other customers and we will answer your call as soon as we can". I joined as No 11, and over a period of 45 minutes got to be number 1, when I then got told by an automated message to send my request vis their Secure Message service within my account on the web site (which I have already done 5 times this week and been totally ignored), or to leave a recorded message, press # at the end and then hang up!!!!!!!!!

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

Not one for giving up, I called the 01277 751110 again, and when I got to number 1 in the queue, this time I got to speak to a human, who was very helpful and although it took a long time, we managed to get it all sorted out, It turns out that there was an error when my funds were moved from their old ISA to the new one that resulted in the Nominated Account pointing back to the old ISA account rather than my Current Account, which resulted in their system protecting me by not displaying the Withdraw Money or the Close Account links in the menu system.

They are very behind with responding to Secure Messages and have a huge backlog.

S_uk

EtheAv8r said:

They do not publish a telephone contact number, so you cannot talk to anybody, unless you have, or want, a Loan.

On Shawbrook's homepage at the top right is 'contact us'. Clicking that brings up a page of phone numbers for different things. The first option listed is for 'Savings'.

Troytempest

They are not in any sort of trouble but according to a Senior Manager at Shawbrook they are a victim of own success. 

They are recruiting more staff but have been hit by end of year ISA influx meaning service has gone down the pan. he said 7 days was the current target for answering a secure message.

I have only had any sort of service after emailing the CEO!

dosh37

I can sympathise with your frustration. It's not just Shawbrook.

Just about every organisation I have to deal with these days online treats customers in the same way.

Recorded messages - 'we are unusually busy today', your call is 'really important to us' etc.

We all know that what this really means is 'our profits are more important than customers'.

'We don't give a damn'.

Now listen to some really annoying music while we make even more money from the telecomms provider.

If anyone does eventually answer it's usually someone incompetent who can't even speak english.

This is modern life that people and technology have created. Enjoy!

On the plus side, we only have to put up with it for 80 years or so.

InvesterJones

Don't you just click the 'Withdraw Money' link?

leaphaze

InvesterJones said:

Don't you just click the 'Withdraw Money' link?

I do that and it works every time. My only gripe is the minimum withdrawal is £500, but I've never had problems getting money out.

EtheAv8r

I finally got through to a human being using the  01277 751110 number, and it took a while to sort out, but it seems the last time my ISA account moved in Feb 2022 from the old one to the new one, the details of my Nominated Account got corrupted and changed from my Current Account to point to the previous ISA account with Shawbrook, and their system deemed it an invalid account so the Withdraw Money links and Close Account links would not display.  This has now been fixed, and I am now able to withdraw funds.

The Secure Messages had not been dealt with due, as noted above, to the fact that they are currently overwhelmed with them and trying to catch up.

So all is now well.  I will try to edit my original post to be less damning.....

inspectorperez

dosh37 said:

I can sympathise with your frustration. It's not just Shawbrook.

Just about every organisation I have to deal with these days online treats customers in the same way.

Recorded messages - 'we are unusually busy today', your call is 'really important to us' etc.

We all know that what this really means is 'our profits are more important than customers'.

'We don't give a damn'.

Now listen to some really annoying music while we make even more money from the telecomms provider.

If anyone does eventually answer it's usually someone incompetent who can't even speak english.

This is modern life that people and technology have created. Enjoy!

On the plus side, we only have to put up with it for 80 years or so.

Very cynical analysis which sadly I totally agree with!

InvesterJones

EtheAv8r said:

I finally got through to a human being using the  01277 751110 number, and it took a while to sort out, but it seems the last time my ISA account moved in Feb 2022 from the old one to the new one, the details of my Nominated Account got corrupted and changed from my Current Account to point to the previous ISA account with Shawbrook, and their system deemed it an invalid account so the Withdraw Money links and Close Account links would not display.  This has now been fixed, and I am now able to withdraw funds.

What a nightmare! Glad it got sorted, and thanks for letting us know the update.

roddydogs

Lots trying to get out of isas as Chase 1.5 is better for most even after tax.

EtheAv8r

Indeed, I have today successfully opened a Chase Current and Savings account. money now on the move.