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

HUMBUG

HUMBUG said:

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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Here are more details about the hold code which isn't suspension of the account:

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A hold code is simply a note on our system which prompts and advisor to discuss this with you at the time of next contact. It does not stop anything from happening.

With all our fixed term products, the maturity process is the same. The maturity date is specified in the account name / title on your online banking.

Below is the information from the account terms & conditions of our fixed products:

"We'll write to you at least 14 days before the account matures with details of how you can re-invest your savings with us, or take out some or all of your money.

There'll be a default option - another bond (or fixed ISA depending on which product you hold) with us. The length of the fixed bond (or ISA) will either be shorter, the same or no more than six months longer than the duration of your current bond (or ISA), and options to take money out will be no more restrictive than the options offered by your original account.

At maturity, the money in this account will be automatically re-invested into the default option unless you have asked us to do something else with it. However, you'll have the option to close your new bond (or ISA), without being charged, within 21 days after the end of your fixed period."

These terms & conditions are part of all the fixed products, and as you can see there is no lower interest holding account.
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So this seems a friendlier process where they might just default your cash isa funds into a similar product if you don't act on the maturity options.

Barkin

HUMBUG said:

HUMBUG said:

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.

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

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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So this seems a friendlier process where they might just default your cash isa funds into a similar product if you don't act on the maturity options.

I wouldn't say it's more friendly - just different.

In your case, your funds would be tied up in another fix, which is only fine if that's what you want...

As always...pick the account that suits your needs, read the terms and keep your contact details current.

HUMBUG

gt94sss2 said:

The last email I received from Shawbrook saying I had a new edocument to view came from Savings.DoNotReply@shawbrook.co....

I would say that is quite conclusive that they don't monitor any responses..

Yes , they told me already in their final response letter. So they didn't send you an SMS message too as per T&C clause below? Do they even have a facility to send SMS messages when an edocument is ready for viewing? If not, why mention it in their T&C's?

6.3. We will contact you by text message, by email and by Secure Message to give you information about your savings account or to let you know that a statement or document is ready to view in your account.

HUMBUG

Skipton BS email process:

Thank You for your question, even though sending from a no-reply address, we do get a report from providers if they were unable to successfully deliver the E-Mail. This comes through via the automated system which sends the messages and does not require us to receive an E-Mail to be informed of any issues. We will then get in touch by text and letter to confirm we have had E-Mails not able to be delivered.

MeteredOut

HUMBUG said:

Skipton BS email process:

Thank You for your question, even though sending from a no-reply address, we do get a report from providers if they were unable to successfully deliver the E-Mail. This comes through via the automated system which sends the messages and does not require us to receive an E-Mail to be informed of any issues. We will then get in touch by text and letter to confirm we have had E-Mails not able to be delivered.

It's (slightly) interesting to hear how other providers react to customers not keeping their email up to date, but I don't believe this benefits your claim in any way whatsoever with the FOS.

"These other banks do it" does not add anything unless "it" is something the banks are meant to do either via regulations or guidelines.

Any word on your FOS submission?

Section62

MeteredOut said:

....

Any word on your FOS submission?

Unlikely to be for several (3+ ??) weeks.  And the OP said they posted the form rather than doing an electronic submission, so maybe add an extra week on top.

MeteredOut

Section62 said:

MeteredOut said:

....

Any word on your FOS submission?

Unlikely to be for several (3+ ??) weeks.  And the OP said they posted the form rather than doing an electronic submission, so maybe add an extra week on top.

Yipee, that gives us plenty of time to hear the details on how more random banks process bounced emails

happybagger

...and stuff about term 6.1 and 6.3 etc...

eskbanker

To be fair to OP, there's nothing compelling people to keep coming back and reading updates on a thread they've decided is pointless, or at least has reached the end of its useful life!

GrubbyGirl_2

eskbanker said:

To be fair to OP, there's nothing compelling people to keep coming back and reading updates on a thread they've decided is pointless, or at least has reached the end of its useful life!

Except some may want to see him proved wrong/right?

It's occurred to me whether the OP can actually prove his old address did actually bounce, I presume he's tested it?