Shawbrook Bank - Unable to withdraw

Richiesuperstar

At the beginning of the week I tried to withdraw my money from my Shawbrook easy access account and was surprised to see there are no options to withdraw, move or even close an account.

So I contacted customer support and after an hour on hold I was told that because of a system update it is impossible for any money to be sent out.

The issue I had is that I am meant to be paying for a house purchase tomorrow (Friday) and without this money I don't have enough so may have to get a loan.  So I asked how long this supposed update was going to take and was told a couple of days which in the same sentence this being changed to 3.  So pretty sure no one had any idea.  When asking why funds cant be sent out now I was told all verification information had been lost and needs to be redone. 

I was then told there is absolutely nothing anyone can do to get my money.  So I asked to talk to a supervisor/manager and was told one would ring back within 24 hours.  Obviously days later no phone call has been received and any messages I send is replied to only saying a manager will ring.

Knowing this day was approaching I did check to see that any transfer would be next day and without any warnings given of potential maintenance being carried out there was reason to believe this wouldnt be the case.  Accounts held in other banks have been instant.

I spoke to Barclays earlier who originally sent the money to Shawbrook and said they may be able to end the saving commitment or something like that and request the funds back but unsure how long this will take and if that includes any interest received.

So I'm curious to whether anyone else has had issues withdrawing from Shawbrook in the past or whilst they are meant to be doing their system upgrade or knows anymore than I do in regards to this.

And is there not any rules banks should follow when knowingly doing such maintenance work that hinders the service they are meant to be delivering. Surely they are meant to warn of possible delays?

This has massively messed things up for me at the moment and have been left in limbo now to what is going to happen.

xylophone

https://downforeveryoneorjustme.com/esavings.shawbrook.co.uk

EthicsGradient

Last Friday and Saturday, people were having login problems (eg login codes not reaching mobiles) - see Shawbrook Login Broken? - Page 2 — MoneySavingExpert Forum . I presume that had been sorted, since there weren't more posts about it.

Looking at their terms and conditions, I think you should be able to make them accept a withdrawal via phone:

Requests made by phone before 2:30pm on a Working Day will be processed on the same day and should be in your Linked Current Account by the end of the next Working Day (subject to conditions 9.3 and 20.0), provided you give us all the details we need to process the payment

personal-savings-account-terms-and-conditions-022024.pdf (shawbrook.co.uk)

I'd advise getting on the phone (I know it's now after 2:30) and emphasising how important the withdrawal is, and how they've delayed you already.

born_again

Even if you raise a complaint, if the system is not working. It still is not going to get your transfer.
But you could then use having to get a loan & charges as something to reclaim if you already have a complaint in & have told them this.

Barkin

FWIW I don't have an option to withdraw on the action menus for my accounts either. 

However, there's a withdrawal option in the quicklinks pane of the desktop view (that isn't there in the mobile view, for me) that appears to work. 

Silverbullet036

Couldnt get on the desktop last night and still broken this morning. Error loading page , hope they get it fixed soon

Barkin

Silverbullet036 said:

Couldnt get on the desktop last night and still broken this morning. Error loading page , hope they get it fixed soon

Working fine for me. 

Richiesuperstar

I have raised a complaint and asked for a manager to ring and was told it would be within the next 48 hours which has now passed.

I rang yesterday and asked for an update and wasnt given a date on when any withdrawals will be possible. I was also told a manager would be ringing by end of the day. Didn't happen. I was just told that its an ongoing issue and needs a couple of working days to be resolved.

I have tried the website in both mobile and desktop view as well as on laptop and still no option to withdraw.

Obviously I'm fearing a much bigger problem.

Richiesuperstar

So has anyone else managed to withdraw any money from their accounts this week (17th - 21st June)?

mebu60

@Richiesuperstar - are you saying Shawbrook refused or are unable to accept withdrawal instructions over the phone? 

Rheumatoid

Website broken for me this morning when trying to log in to savings.