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

HUMBUG

Just to say that I've received this from Coventry BS about undelivered emails . I think this means they suspend the customers account. So doesn't seem very customer friendly if you experience problems with your email while they are sending communications to you.  So , with regards maturity communications , I suspect they would also move the funds to some maturity holding account until you contacted them.

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We would not attempt to contact you via phone or SMS, a hold code would be place on the account which would prompt an advisor to discuss this with you the next time you contacted us.

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masonic

I don't think a hold code means what you think it means.

TheSpectator

A long time since I've seen so much straw clutching.

HUMBUG

TheSpectator said:

A long time since I've seen so much straw clutching.

Actually , I found that quite funny.

jimjames

HUMBUG said:

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We would not attempt to contact you via phone or SMS, a hold code would be place on the account which would prompt an advisor to discuss this with you the next time you contacted us.

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But if Shawbrook did the same, the next time you log in you'd get a message so you wouldn't be in any different situation from now.

HUMBUG said:

Section62 said:

HUMBUG said:

....
I do have some evidence that Shawbrook would have received a bounceback email.  I contacted Plusnet and asked them what would have happened to an email sent to my closed webmail and they have stated the following:

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Greetings from Plusnet

If e-mails were sent to your mailbox after it closed, the emails sent to it will typically be rejected as undeliverable. This is because your email address is no longer valid, and the email system won't be able to find your mail server to deliver the message.

Kind regards,

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Not sure "rejected as undeliverable" means a bounceback message would have been sent.  In any event, "typically" gives Shawbrook a potential get out of jail card as "typically" can mean 'usually, but not necessarily always'.

So even if "rejected as undeliverable" does mean a bounceback might be sent, you can't prove it was in this case.

When I send an email to my old plusnet webmail I get a return email saying  'Address Not Found' . Wouldn't Shawbrook get the same type of reply?

The message may well be sent back but how much reduction in interest rates are you prepared to have for someone to be able to process those messages each day?

HUMBUG

jimjames said:

HUMBUG said:

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We would not attempt to contact you via phone or SMS, a hold code would be place on the account which would prompt an advisor to discuss this with you the next time you contacted us.

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But if Shawbrook did the same, the next time you log in you'd get a message so you wouldn't be in any different situation from now.

I'm just checking with other banks/building societies to determine what their email processes are but you are correct .  Coventry BS don't contact the customer if there is a problem with emails  while Shawbrook just don't monitor any issues at all. 

HUMBUG

masonic said:

I don't think a hold code means what you think it means.

I've asked them for more details.

Qyburn

dosh37 said:

The account was due to mature on 21st April.

I received a reminder email on 14th April:-

"Remember that if we do not hear from you by 5pm on 17 April 2025, we’ll move your balance to a Matured Funds ISA Account earning 0.10% Gross/AER. You can move your money from this account at any time."

I sent them a secure message on the morning of 17th April to give my maturity instructions. I told them I had already instructed another savings provider to transfer the funds into a new ISA account.

Despite giving my maturity instructions before the deadline, Shawbrook moved the funds into the 0.1% matured account 4 days before the account actually reached maturity. The funds remained there earning virtually no interest for a few more days before eventually being transferred out.

What wee the "maturity instructions" you gave them? Telling them you're arranging a transfer out doesn't tell them what you want them to do with your funds.

Darnhall123

I can’t fault Shawbrook. I’ve been with them for 3 years and the communication has been fine. Pretty much all online, but anything that needs to be backed up with a hard copy, arrives. 

HUMBUG

jimjames said:

HUMBUG said:

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We would not attempt to contact you via phone or SMS, a hold code would be place on the account which would prompt an advisor to discuss this with you the next time you contacted us.

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But if Shawbrook did the same, the next time you log in you'd get a message so you wouldn't be in any different situation from now.

HUMBUG said:

Section62 said:

HUMBUG said:

....
I do have some evidence that Shawbrook would have received a bounceback email.  I contacted Plusnet and asked them what would have happened to an email sent to my closed webmail and they have stated the following:

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

Greetings from Plusnet

If e-mails were sent to your mailbox after it closed, the emails sent to it will typically be rejected as undeliverable. This is because your email address is no longer valid, and the email system won't be able to find your mail server to deliver the message.

Kind regards,

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Not sure "rejected as undeliverable" means a bounceback message would have been sent.  In any event, "typically" gives Shawbrook a potential get out of jail card as "typically" can mean 'usually, but not necessarily always'.

So even if "rejected as undeliverable" does mean a bounceback might be sent, you can't prove it was in this case.

When I send an email to my old plusnet webmail I get a return email saying  'Address Not Found' . Wouldn't Shawbrook get the same type of reply?

The message may well be sent back but how much reduction in interest rates are you prepared to have for someone to be able to process those messages each day?

As I've said before , there must be tools available to automate the management. Why would I care what they do with their interest rates?  Their interest rates are not that good anyhow.