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

HUMBUG

booneruk said:

HUMBUG said:

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?

Address not found

Your message wasn't delivered to xxxxx @broadplus.plus.com because the domain broadplus.plus.com couldn't be found. Check for typos or unnecessary spaces and try again.

No.

Please let go of this bounced email thing, it's not reliable in any way.

You have an email server your outbound emails go through. You send an email by handing it off to your outbound email server. It tries to deliver to plusnet (1), plusnet says "no one here" (2) and your outbound email server happens to be configured to tell you about it (3)

Shawbrook's outbound email server could go "oh, ok. nothing more to do here" at stage 2. If so there'll be no indication at Shawbrook that the email did not make it to the intended recipient.

This is just one mechanism where 550 codes (email rejections) may not result in a 'message could not be delivered' email relayed to the sender. There will be others too.

Thanks but the issues I've raised now in writing to FOS is concentrating on:

1. The clause 6.3 vs 6.1  in their T&C's 
2.  FCA  ‘Consumer Duty Standard’ published in Sept 24  - relating to fair saving rates . 

All depends on the FOS case handler's point of view.

dosh37

I have also experienced issues with Shawbrook fixed rate ISA maturity:-

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.

OK, the interest lost may not be that significant but it's still annoying.

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.