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

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:

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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 This is because your email address is no longer valid, and the email system won't be able to find your mail server to deliver the message.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?

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.

HUMBUG

PaulW63 said:

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. 

I've been with them 15 years but it doesn't count for much.

HUMBUG

Never knew about this though- blissfully unaware that they might be owing £100m in compensation. Is that the real reason for the measly 0.1% interest account?

https://sarahwaddingtonsolicitors.co.uk/news/banks-continue-to-drag-their-heels-in-timeshare-cases/

eskbanker

HUMBUG said:

Never knew about this though- blissfully unaware that they might be owing £100m in compensation. Is that the real reason for the measly 0.1% interest account?

https://sarahwaddingtonsolicitors.co.uk/news/banks-continue-to-drag-their-heels-in-timeshare-cases/

That judgment doesn't mean that Shawbrook might be owing £100m in compensation, if that's how you're interpreting it - the figure is an estimate of the aggregate claims against all banks involved, only two of which chose to challenge FOS in court, unsuccessfully....

IanManc

HUMBUG said:

IanManc said:

One day it might happen to you, it's almost guaranteed you will make a mistake . This is the first expensive oversight I've made in 36 years, but age has a lot to do with it (my eyesight and hearing are failing), but  'every cloud has a silver lining' , because at least it's made you happy.

Finally you admit that it is your mistake.

So now you can stop hassling Shawbrook and you needn't bother wasting the time of the FOS with your pointless spurious complaint.

Happy days. 

Ahh -  I love it when the shills come out to play.

Look at post 
https://forums.moneysavingexpert.com/discussion/comment/81405581/#Comment_81405581 

That's where I first admitted the mistake . It was quite early in the thread but you probably didn't read it.

Oh dear. You're not doing very well, are you?

Not only did I read it, I replied to it. Then you quoted my reply.

And calling people shills doesn't do anything to strengthen your non-existent complaint against Shawbrook. It's just another sign of your desperation not to take responsibility for your own mistake and to cast around for any way to try to blame someone else.

HUMBUG

IanManc said:

HUMBUG said:

IanManc said:

One day it might happen to you, it's almost guaranteed you will make a mistake . This is the first expensive oversight I've made in 36 years, but age has a lot to do with it (my eyesight and hearing are failing), but  'every cloud has a silver lining' , because at least it's made you happy.

Finally you admit that it is your mistake.

So now you can stop hassling Shawbrook and you needn't bother wasting the time of the FOS with your pointless spurious complaint.

Happy days. 

Ahh -  I love it when the shills come out to play.

Look at post 
https://forums.moneysavingexpert.com/discussion/comment/81405581/#Comment_81405581 

That's where I first admitted the mistake . It was quite early in the thread but you probably didn't read it.

Oh dear. You're not doing very well, are you?

Not only did I read it, I replied to it. Then you quoted my reply.

And calling people shills doesn't do anything to strengthen your non-existent complaint against Shawbrook. It's just another sign of your desperation not to take responsibility for your own mistake and to cast around for any way to try to blame someone else.

I'm doing very well thanks.  The FOS letter is nearly ready and I have made it clear that there are contradictions in the responses I received from Shawbrook personnel  and also in their T&C's .   Further , I have raised the issue of the 0.1% saving rate as per the expert post by 'TheBanker' forum member using the FCA's Consumer Duty publication in Sept 24  regarding fair rates for customers. 

I can complain about Shawbrook if I think I have a case, so your comments about not 'hassling' them or wasting FOS time are pretty worthless.

HUMBUG

eskbanker said:

HUMBUG said:

Never knew about this though- blissfully unaware that they might be owing £100m in compensation. Is that the real reason for the measly 0.1% interest account?

https://sarahwaddingtonsolicitors.co.uk/news/banks-continue-to-drag-their-heels-in-timeshare-cases/

That judgment doesn't mean that Shawbrook might be owing £100m in compensation, if that's how you're interpreting it - the figure is an estimate of the aggregate claims against all banks involved, only two of which chose to challenge FOS in court, unsuccessfully....

The link below claims £500m owed by 3 banks including Shawbrook but maybe their figures are inaccurate.

https://www.national-timeshare-helpline.org.uk/blog/huge-losses-for-shawbrook-for-years-to-come

HUMBUG

Here is the process that Hodge Bank use. So they send SMS messages as well as unmonitored 'No Reply'  emails, something that Shawbrook should be doing as per their T&C's (which they dispute) but don't.


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Thank you for getting in touch.

If a customer’s email is no longer active or able to receive messages, the automatically generated communications will return as undeliverable. However, as this is a ‘No Reply’ email address, the team will not be made aware and this is not monitored.

Maturity reminders are also sent by SMS 14 days before the end of term. SMS messages are also sent advising customers when their statements are available to view.

We will not, however, contact you to advise the ‘No Reply’ emails are being returned, as this correspondence is fully automated.

I would encourage you to ensure that your contact details are always up to date. Furthermore, as your email address is your username, it’s best to update this if it changes.

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HUMBUG

Here is the response from the FCA:

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Thank you for contacting the Financial Conduct Authority (FCA)

Your query

I understand that you are unhappy with Shawbrook's use of a No Reply mailbox, this resulted in your account being closed and funds transferred into a Maturity Funds account with 0.01% interest. You're also concerned about potential breaches in the terms and conditions.

Our response

If you have dealt with an FCA regulated firm, it generally means that, if you're dissatisfied with their service, you have the right to raise a complaint. Regulated financial firms must have dispute resolution procedures and respond to you within set deadlines. If the firm's response is unsatisfactory, they reject your complaint, or you don't hear back within 8 weeks, the Financial Ombudsman Service may be able to assist you. They are able to mediate between firms and consumers.

Firm check

Shawbrook Bank Limited are on the Financial Services Register, and I can confirm that they hold banking permissions. There is a clone warning on our register which means that individuals are using the details of this firm to suggest they work for the genuine firm. We call this a cloned firm and it is typically part of a scam. Should you wish to contact the firm, ensure you do so using the details from the register, so you can be sure you're contacting the genuine firm.

Regulation

As the firm is authorised, we expect all firms we regulate to follow the rules and guidelines we have in place.

We have High Level Principles outlined in the FCA Handbook which includes PRIN 6, treating customers fairly, and PRIN 7, firms must communicate information to consumers in a way which is clear, fair and not misleading. 

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