Shawbrook Messages?

jaceyboy

Does anyone know if Shawbrook credit money on a weekend?

Zopa_Trooper

intalex said:

intalex said:

Anyone have a quicker turnaround for a request other than an upgrade of an easy access issue? My request to open a 5-year fixed ISA and transfer my 2-year fixed ISA into it within the 14-day cooling off period, was made before start of business on Monday, and no reply or action as yet. Can't even open an empty ISA from online banking when you already have an open ISA, so no choice but to request by SM, but this delay is putting doubts in my mind...

I called them this afternoon and turns out the agent couldn't initially see my message, but then after passing security managed to find it, but then couldn't reply to me (to confirm in writing what she told me on the phone), so possibly an issue with messages. May be better to call in case others' messages also have an issue.

Anyway, the solution for me was to open the new fixed ISA as a non-existing customer (ending up with a whole new customer profile and online account) and then to send them another secure message on the old profile/account confirming the new account details to transfer to, and it would get done when picked up. Will give it until close to end of business Monday before calling again.

I did something similar and received a rollicking as by law you are only allowed one customer number (that's what they said).

Anyway, do you get notification when they respond to a message or do you have to keep logging in to check to see?

intalex

Zopa_Trooper said:

I did something similar and received a rollicking as by law you are only allowed one customer number (that's what they said).

Anyway, do you get notification when they respond to a message or do you have to keep logging in to check to see?

Not ideal having 2 logins, but that's what she asked me to do, so waiting to see what happens and whether they complete the transfer and move the new account to the old login (probably Monday at the earliest now).

I get an email notification each time they send a reply in online banking.

Barkin

jaceyboy said:

Does anyone know if Shawbrook credit money on a weekend?

/sigh/

https://help.shawbrook.co.uk/hc/en-gb/articles/5600608425618-How-quickly-will-the-funds-show-in-my-account-and-when-will-I-start-to-earn-interest-

jaceyboy

!!!!!! just send £35k

intalex

Any joy with messages sent or actions requested last week? 

jaceyboy

intalex said:

Any joy with messages sent or actions requested last week? 

Yes they have come back to me...

amateur_house

intalex said:

Zopa_Trooper said:

I did something similar and received a rollicking as by law you are only allowed one customer number (that's what they said).

Anyway, do you get notification when they respond to a message or do you have to keep logging in to check to see?

Not ideal having 2 logins, but that's what she asked me to do, so waiting to see what happens and whether they complete the transfer and move the new account to the old login (probably Monday at the earliest now).

I get an email notification each time they send a reply in online banking.

Did Shawbrook move the new accounts to the old log in? I tried to open a new ISA via messaging, as I'd done for another account previously a few months ago. I got into a convoluted back and forth discussion with several staff contradicting each other. One said they couldn't open it for me, I had to apply online, another then said I wouldn't be able to apply online as I had a current ISA with them. Then another messaged apologising for the previous incorrect advice, telling me I did have to apply online in order to generate a letter and the 14 day cooling off period. 

I went ahead and opened a new account, and am now locked out of my original one. They emailed to let me know they 'detected' my duplicate account, and in future to log in to apply online (even though the ISA accounts are not there to apply for when logged in). My new account has a message explaining duplicate accounts are not permitted, and they have 'de-duplicated' my accounts, and merged them to the new customer log in. 

I've asked them to re-instate my original log in, but am still waiting for a response. I don't find the guidance on their site for customers with existing ISAs very clear.

Does anyone know if there is a way to get a reminder of your customer number if you've forgotten it? I think it's only a matter of time before I forget or lose my new number.

JezR

Shawbrook will give you your customer number over the phone after some ID questions.

intalex

amateur_house said:

Does anyone know if there is a way to get a reminder of your customer number if you've forgotten it? I think it's only a matter of time before I forget or lose my new number.

I have an email with the subject "Shawbrook Bank - Welcome to eSavings" which has the new customer number

amateur_house said:

Did Shawbrook move the new accounts to the old log in? I tried to open a new ISA via messaging, as I'd done for another account previously a few months ago. I got into a convoluted back and forth discussion with several staff contradicting each other. One said they couldn't open it for me, I had to apply online, another then said I wouldn't be able to apply online as I had a current ISA with them. Then another messaged apologising for the previous incorrect advice, telling me I did have to apply online in order to generate a letter and the 14 day cooling off period. 

I went ahead and opened a new account, and am now locked out of my original one. They emailed to let me know they 'detected' my duplicate account, and in future to log in to apply online (even though the ISA accounts are not there to apply for when logged in). My new account has a message explaining duplicate accounts are not permitted, and they have 'de-duplicated' my accounts, and merged them to the new customer log in. 

I've asked them to re-instate my original log in, but am still waiting for a response. I don't find the guidance on their site for customers with existing ISAs very clear.

Similar inconsistent messy experience, as follows:

- Already had a 2-year fix (A1) under original customer number (C1), within its 14 day cooling off period

- Sent SM asking them to open new 5-year fix and switch 2-year into it within 14 day cooling off period

- No response for few days, called in and advised they wouldn't be able to open new account for me

- Since a 2nd ISA can't be opened online, suggested I open new 5-year fix (A2) under new customer number (C2)

- Did this and sent SM from both C1 and C2, asking them to switch A1 into A2 and merge everything back into C1

- No response for few days, called in and advised they would complete switch later but it would remain as A1/C1

- I insisted I needed (and was entitled to) fresh 14-day cooling off period on the new 5-year fix, which they noted

- Later that day they just opened a new account (A3) under C1 and completed the switch to it, closing down A1

- Couple days later, received duplication email, C1 no longer worked, and both A2 (empty) and A3 were under C2