Shawbrook Bank - Ignores undelivered maturity emails- assumes you've received them.

onomatopoeia99

HUMBUG said:

onomatopoeia99 said:

HUMBUG said:

I think another interesting point regarding bounced emails is the security aspects.

What "security aspects" do you envision there to be?

If you could answer without an AI generated response, that would be ideal.

At least a cursory phone call or SMS text saying that email has been returned and to contact us immediately to prevent your account from being suspended.

Why would they suspend your account for a non-delivered email?  That would be, to put it mildly, bonkers.  They have no control of either the recipient's mail server or the routing between it and their servers, so suspending an account over a potentially transient problem would be both bizarre and risk regulatory action.

GrubbyGirl_2

I've been reading through this thread and it does appear that the OP is desperately trying (and failing) to get someone on here to agree with him.  

I thought I'd put my 2 pennyworth in.  OP claims that because Shawbrook did not notify him, by letter because his email address did not work, that his account matured he missed out on a substantial amount of interest.

So.........

Shawbrook

1. Failed to send a letter, although did send an email and put the messages online.

Humbug

1. Failed to take note of when his account was due to mature.
2. Failed to update his contact email address even though it changed 5 months previously
3. Failed to login to his account for at least 5 months and maybe longer

I can't see how the FoS will find in his favour when he contributed to the failure significantly more than Shawbrook.  I wonder if I can find somewhere to place a bet....hahaha

Section62

GrubbyGirl_2 said:

...

I can't see how the FoS will find in his favour when he contributed to the failure significantly more than Shawbrook.  I wonder if I can find somewhere to place a bet....hahaha

I'd agree with you, but for my experience of FoS being a lottery of who your case is allocated to.  Maybe Humbug will get very lucky.

Qyburn

It is a black mark against Shawbrook defaulting a matured fix into a special "punishment account" instead of into their current easy access account, like for example Virgin Money.  But that's shabby business practice, rather than a failing justifying a complaint.

Barkin

HUMBUG said:

Barkin said:

HUMBUG said:

Anyhow , I will know more from those 9  banks I've already contacted . If they have follow-up procedures for returned email, I might opt for them instead.

You do remember what Shawbrooks initially said, when you first queried this with them?

The 1st time I phoned them , the representative said they had not received any undeliverable emails. That if they did , they would 'do due diligence' and use an alternative means like SMS text.

Today , the complaints representative said they have a no reply mailbox so wouldn't receive any undeliverable emails. 

It seems you've missed my point...

HUMBUG

I've received the final letter from Shawbrook and they claim no fault on their side. They use the T&C's clause 6.1 and I am using clause 6.3 to counter.  I can't see the logic in them saying they will send SMS text messages (when there is a document to be read online)  when they patently don't seem to have that facility operating.

I have mentioned a contradiction between 2  different people I've talked to on the phone. One said they do act with due diligence to contact customers by SMS text message (not post) when they receive undeliverable email , while the other said they don't monitor undeliverable email. 

Then we have an apparent contradiction in clause 6.1 and 6.3 so I think its up to the FOS.  

But yes , I've seen several FOS example cases where most of the time they don't uphold customer disputes and favour the organisations. But as 'Section 62'  posted ,  'I might struck lucky'  depending on the case handler.

Here's a 2nd reply I received from the 9  banks I contacted about email undeliverable processes . So that's 2 that confirm that they would try and contact the customer by alternative channels.

---------------------------------------------------------------------

Thank you for your message, 

When we receive a bounce back email, we generally try to contact the customer by call to confirm the new or correct email address, 

We will also sent a letter to your address giving you the opportunity to provide your email address with space for your signature underneath,

Please don't hesitate to contact us if you have any further queries,

------------------------------------------------------------------------- 

gt94sss2

Qyburn said:

It is a black mark against Shawbrook defaulting a matured fix into a special "punishment account" instead of into their current easy access account, like for example Virgin Money.  But that's shabby business practice, rather than a failing justifying a complaint.

Especially as it's made clear what will happen at maturity, when you open your fixed rate account

gt94sss2

HUMBUG said:

Here's a 2nd reply I received from the 9  banks I contacted about email undeliverable processes . So that's 2 that confirm that they would try and contact the customer by alternative channels.

It would be of more interest, if you named these other institutions which are responding to you.

HUMBUG

GrubbyGirl_2 said:

I've been reading through this thread and it does appear that the OP is desperately trying (and failing) to get someone on here to agree with him.  

I thought I'd put my 2 pennyworth in.  OP claims that because Shawbrook did not notify him, by letter because his email address did not work, that his account matured he missed out on a substantial amount of interest.

So.........

Shawbrook

1. Failed to send a letter, although did send an email and put the messages online.

Humbug

1. Failed to take note of when his account was due to mature.
2. Failed to update his contact email address even though it changed 5 months previously
3. Failed to login to his account for at least 5 months and maybe longer

I can't see how the FoS will find in his favour when he contributed to the failure significantly more than Shawbrook.  I wonder if I can find somewhere to place a bet....hahaha

1. There isn't any  'notify by letter' because I don't have a postal account.
2. I did note down the maturity date on my spreadsheet , and I usually highlight in red those that are approaching maturity.  I just made a mistake and didn't spot the ones for Shawbrook  (my bad!!!).
3. I've already said that the email I used when I created my profile 10 years ago was my Plusnet webmail which I haven't accessed for many years. It was a useless webmail and I used a tool that made a copy of every email it received to send to my gmail account. Therefore, after 15 years not having to log into my Plusnet webmail , I'd actually forgotten it existed . Shawbrook emails after 15 years just seemed (to me anyhow) to be sent direct to my gmail,  so I just forgot that the old Plusnet webmail was still linked in my 'Profile'. 
4. When I moved broadband from Plusnet to EE , my Plusnet webmail was closed down , so I didn't receive Shawbrook email copies sent from Plusnet webmail to my gmail. 
5. I don't log into accounts while they are all 1 year fixed , why should I?  There is no change to the amounts until maturity when the interest is added.  The only time I log into accounts is approaching maturity or to get a tax certificate and I certainly don't check the 'My Profile' details every time I log on (do you?).

If you want to place a bet , I think the odds-on favourite is Shawbrook because it seems very rare that FOS favours the customer , especially from the sample cases they publish for public viewing.

One things for sure , when my current cash isa matures next year , I won't be renewing it with Shawbrook , mainly because of their blatant profiteering using a 0.1% interest holding account for matured isas.

HUMBUG

gt94sss2 said:

HUMBUG said:

Here's a 2nd reply I received from the 9  banks I contacted about email undeliverable processes . So that's 2 that confirm that they would try and contact the customer by alternative channels.

It would be of more interest, if you named these other institutions which are responding to you.

Oaknorth and 'Family Building Society'. 

The others pending reply are Chartered Savings Bank , Skipton BS, Paragon, Coventry BS, Hodge, Secure Trust , Smartsave.  I might also try several others from the best fixed cash isa rates webpage on Moneysavingexpert.

I wonder if they are just saying they do this but when push comes to shove , they act just like Shawbrook? I'm going to file away the responses, just in case I open up accounts with them in the future and 'forget ' my maturity dates again.