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

HUMBUG

Barkin said:

HUMBUG said:

IanManc said:

HUMBUG said:

refluxer said:

I've never received physical letters through the post from Shawbrook, which is common for the majority of banks who operate wholly online. 

When they send documents to your online account, you should get an email notification that they've done this, with titles like 'You've got a message' or 'New eDocument'. Email notifications specially about maturity of fixed ISAs are entitled 'Important Message - Your Fixed Rate ISA Bond is about to mature'. They often contain very limited information and require you to log in to online banking to check the full message.

Obviously Shawbrook would need a valid and current email address for you to receive those emails though.

But surely they should have noticed that their emails were being 'undelivered' , so why didn't they just text me on my mobile or just make a single cursory call to my mobile or landline number? 
If they had done that simple act then I wouldn't have experienced these issues.  I would have gone online and reinvested my matured cash ISA into one of their other fixed rate cash ISAs , which I've been doing since 2010.

If you had kept your email address up to date with Shawbrook none of this would have happened.

This is on you.

Not really , because they say the following in their terms and conditions:

14.9 . We will write to you before maturity through your online eDocuments or by post to remind you of the date that your fixed term ends.

Which they've done, yes? They sent you a message via your online eDocuments.

Their T's&C's also say (paraphrasing) that it's your responsibility to keep your personal & contact details up to date & correct.

In your position I'd stop trying to deflect the blame onto Shawbrook, and hope for some sympathy & goodwill from them.

 Agreed that I should have remembered back in 2010 that I used an old plusnet webmail address in 'My Profile'. 

To be clear they would probably send an email to my closed plusnet webmail that an online eDocument was ready for me to view , so I wouldn't be aware that an eDocument had been posted.

I sort of forgot my plusnet webmail was around because it was so slow that I didn't bother logging into it.  I'd setup my gmail to import any new messages received by plusnet webmail.   But this time , I received no imported messages into my gmail account , so either the emails didn't get delivered to my Plusnet webmail or they were bounced back to Shawbrook.

I have had a bit of a heated call with Shawbrook today and they claim no emails were bounced back to them in Jan and Feb 25 so are basically 'washing their hands of all responsibility'.  They claim that if their emails were bounced back they would have tried to contact me by other means.  When I asked why they transferred my cash isa's into an account that only paid 0.1% rather than their 'Easy Access Cash ISA' at 3.7% , she kept repeating 'Its Our Policy'.  That did annoy me because I said it might be their policy but it doesn't make it right.

But I've also just received an email from Plusnet confirming that my email account was closed on the 23rd November 24 . 

So it doesn't make sense to me:
1. If their emails were delivered , they would have been imported into my gmail account  - they weren't.
2. If their emails were rejected , Shawbrook would have seen them bounce back - they claim they weren't.

You can't have both the above happening at the same time , so something has gone wrong and I doubt Shawbrook's systems have identified bounced emails from my plusnet webmail.

I'll just ask them for a final letter on their stance, which is no refund on lost interest,  and raise it to the Financial Ombudsman for their decision. 

HUMBUG

Albermarle said:

Those emails are automated - there won't be anyone monitoring for any that are rejected. If their T&C's require you to ensure your email address is up to date (which is always going to be the case) then, as mentioned above, the onus will be on you to do that unfortunately, not on them to spot any problems. 

I am not a techie, but there must be some possibility that the e mails just disappeared into the ether, with no undeliverable message returned.
OP - Could be worth trying to send an e mail to your old address and see what happens.

I did that yesterday and got this - I've xxxx out my old plusnet email address for confidentiality purposes

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

Delivery Status Notification (Failure)

Mail Delivery Subsystem <mailer-daemon@googlemail.com>	Wed, Apr 16, 7:34 PM (16 hours ago)
to me

Address not found Your message wasn't delivered to xxxxxx@xxxxxxx.plus.com because the domain broadplus.plus.com couldn't be found. Check for typos or unnecessary spaces and try again. LEARN MORE

TheSpectator

Most of these outbound notification e-mails are from a 'do not reply' mailbox and in all likelihood do not accept incoming mail so they wouldn't have got any bounce back.

I'm with the majority, this is your own fault. Set up some system of your own to monitor maturing accounts.

HUMBUG

Here's an old Shawbrook email that was sent to my old plusnet webmail back in Jan 23 and imported to my gmail account. 

It says 'DO NOT REPLY'   so how do they get notified of bounced emails?

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

Important Message - Your Fixed Rate ISA Bond is about to mature

Shawbrook Bank <Savings.DoNotReply@shawbrook.co.uk>	Fri, Jan 13, 2023, 3:52 PM

Dear Mr XXXXX

You are reaching the end of your Fixed Rate ISA term. You can now access your maturities offer letter in your personal eSavings account, under eDocuments. To view this, you need to log in to your account by visiting the Shawbrook Bank website and then click on the button at the top right of the screen entitled 'Login'.We also want to let you know we’ve made some changes to make choosing your next rate with Shawbrook easier when your account matures (the date your fixed term ISA comes to an end).What's Changing?We provide banking for the real world, so we want to make it easy for you to switch and get the best rates with Shawbrook. That’s why you’ll now be able to see the highest Fixed ISA rates available to you, using your eSavings account. So, if the standard rates have increased since we sent your exclusive maturity offers letter, you’ll be able to choose the best product for you.Once you’ve decided on a fixed product that meets your needs, you can choose which one you want without having to phone us or send us a secure message and be confident you’re getting our best available Fixed ISA rate at that time. And because eSavings is available 24/7, you can manage your account at a time that suits you.What do I need to do?To choose your new savings product and rate, follow these steps:Log in to your eSavings account (visit the Shawbrook website and then click on the button at the top right of the screen entitled 'Login')Choose your productClick on the 3 dots under 'Action' on your home pageChoose 'Setup Maturity Instruction'Pick a product from the scrollable carouselTell us how much you want to investOnce you’ve completed these steps, your request will be processed immediately, and the money will be transferred to the new account when your current product matures.Don’t worry, you can change your mind and pick another product up until the maturity date of your current product. All you have to do is delete it and apply a new instruction by following the steps above.Thanks again for choosing Shawbrook.Kind RegardsAdam Thrower
Head of Savings

Savings​ DoNotReply Savings.DoNotReply@shawbrook.co.uk

TheSpectator

HUMBUG said:

Here's an old Shawbrook email that was sent to my old plusnet webmail back in Jan 23 and imported to my gmail account. 

It says 'DO NOT REPLY'   so how do they get notified of bounced emails?

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

Important Message - Your Fixed Rate ISA Bond is about to mature

Shawbrook Bank <Savings.DoNotReply@shawbrook.co.uk>	Fri, Jan 13, 2023, 3:52 PM

Dear Mr XXXXX

You are reaching the end of your Fixed Rate ISA term. You can now access your maturities offer letter in your personal eSavings account, under eDocuments. To view this, you need to log in to your account by visiting the Shawbrook Bank website and then click on the button at the top right of the screen entitled 'Login'.We also want to let you know we’ve made some changes to make choosing your next rate with Shawbrook easier when your account matures (the date your fixed term ISA comes to an end).What's Changing?We provide banking for the real world, so we want to make it easy for you to switch and get the best rates with Shawbrook. That’s why you’ll now be able to see the highest Fixed ISA rates available to you, using your eSavings account. So, if the standard rates have increased since we sent your exclusive maturity offers letter, you’ll be able to choose the best product for you.Once you’ve decided on a fixed product that meets your needs, you can choose which one you want without having to phone us or send us a secure message and be confident you’re getting our best available Fixed ISA rate at that time. And because eSavings is available 24/7, you can manage your account at a time that suits you.What do I need to do?To choose your new savings product and rate, follow these steps:Log in to your eSavings account (visit the Shawbrook website and then click on the button at the top right of the screen entitled 'Login')Choose your productClick on the 3 dots under 'Action' on your home pageChoose 'Setup Maturity Instruction'Pick a product from the scrollable carouselTell us how much you want to investOnce you’ve completed these steps, your request will be processed immediately, and the money will be transferred to the new account when your current product matures.Don’t worry, you can change your mind and pick another product up until the maturity date of your current product. All you have to do is delete it and apply a new instruction by following the steps above.Thanks again for choosing Shawbrook.Kind RegardsAdam Thrower
Head of Savings

Savings​ DoNotReply Savings.DoNotReply@shawbrook.co.uk

As I said above, they won't. 

HUMBUG

TheSpectator said:

HUMBUG said:

Here's an old Shawbrook email that was sent to my old plusnet webmail back in Jan 23 and imported to my gmail account. 

It says 'DO NOT REPLY'   so how do they get notified of bounced emails?

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

Important Message - Your Fixed Rate ISA Bond is about to mature

Shawbrook Bank <Savings.DoNotReply@shawbrook.co.uk>	Fri, Jan 13, 2023, 3:52 PM

Dear Mr XXXXX

You are reaching the end of your Fixed Rate ISA term. You can now access your maturities offer letter in your personal eSavings account, under eDocuments. To view this, you need to log in to your account by visiting the Shawbrook Bank website and then click on the button at the top right of the screen entitled 'Login'.We also want to let you know we’ve made some changes to make choosing your next rate with Shawbrook easier when your account matures (the date your fixed term ISA comes to an end).What's Changing?We provide banking for the real world, so we want to make it easy for you to switch and get the best rates with Shawbrook. That’s why you’ll now be able to see the highest Fixed ISA rates available to you, using your eSavings account. So, if the standard rates have increased since we sent your exclusive maturity offers letter, you’ll be able to choose the best product for you.Once you’ve decided on a fixed product that meets your needs, you can choose which one you want without having to phone us or send us a secure message and be confident you’re getting our best available Fixed ISA rate at that time. And because eSavings is available 24/7, you can manage your account at a time that suits you.What do I need to do?To choose your new savings product and rate, follow these steps:Log in to your eSavings account (visit the Shawbrook website and then click on the button at the top right of the screen entitled 'Login')Choose your productClick on the 3 dots under 'Action' on your home pageChoose 'Setup Maturity Instruction'Pick a product from the scrollable carouselTell us how much you want to investOnce you’ve completed these steps, your request will be processed immediately, and the money will be transferred to the new account when your current product matures.Don’t worry, you can change your mind and pick another product up until the maturity date of your current product. All you have to do is delete it and apply a new instruction by following the steps above.Thanks again for choosing Shawbrook.Kind RegardsAdam Thrower
Head of Savings

Savings​ DoNotReply Savings.DoNotReply@shawbrook.co.uk

As I said above, they won't. 

But the customer representative said if they don't get bounced emails , they won't do due diligence by contacting me by other means . 

But they have setup their systems so that they don't monitor the bouncing of emails.  This is a catch 22 !!!!

Barkin

HUMBUG said:

TheSpectator said:

HUMBUG said:

Here's an old Shawbrook email that was sent to my old plusnet webmail back in Jan 23 and imported to my gmail account. 

It says 'DO NOT REPLY'   so how do they get notified of bounced emails?

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

Important Message - Your Fixed Rate ISA Bond is about to mature

Shawbrook Bank <Savings.DoNotReply@shawbrook.co.uk>	Fri, Jan 13, 2023, 3:52 PM

Dear Mr XXXXX

You are reaching the end of your Fixed Rate ISA term. You can now access your maturities offer letter in your personal eSavings account, under eDocuments. To view this, you need to log in to your account by visiting the Shawbrook Bank website and then click on the button at the top right of the screen entitled 'Login'.We also want to let you know we’ve made some changes to make choosing your next rate with Shawbrook easier when your account matures (the date your fixed term ISA comes to an end).What's Changing?We provide banking for the real world, so we want to make it easy for you to switch and get the best rates with Shawbrook. That’s why you’ll now be able to see the highest Fixed ISA rates available to you, using your eSavings account. So, if the standard rates have increased since we sent your exclusive maturity offers letter, you’ll be able to choose the best product for you.Once you’ve decided on a fixed product that meets your needs, you can choose which one you want without having to phone us or send us a secure message and be confident you’re getting our best available Fixed ISA rate at that time. And because eSavings is available 24/7, you can manage your account at a time that suits you.What do I need to do?To choose your new savings product and rate, follow these steps:Log in to your eSavings account (visit the Shawbrook website and then click on the button at the top right of the screen entitled 'Login')Choose your productClick on the 3 dots under 'Action' on your home pageChoose 'Setup Maturity Instruction'Pick a product from the scrollable carouselTell us how much you want to investOnce you’ve completed these steps, your request will be processed immediately, and the money will be transferred to the new account when your current product matures.Don’t worry, you can change your mind and pick another product up until the maturity date of your current product. All you have to do is delete it and apply a new instruction by following the steps above.Thanks again for choosing Shawbrook.Kind RegardsAdam Thrower
Head of Savings

Savings​ DoNotReply Savings.DoNotReply@shawbrook.co.uk

As I said above, they won't. 

This is a catch 22 !!!!

...that's wholly avoidable by keeping your details up to date.

I suspect that any Delivery Status Notifications, despite what you were told, simply go into a bit-bucket, never to be seen again.

I doubt that a heated discussion would achieve anything, other than the call handler wishing to end the call ASAP...

MeteredOut

HUMBUG said:

TheSpectator said:

HUMBUG said:

Here's an old Shawbrook email that was sent to my old plusnet webmail back in Jan 23 and imported to my gmail account. 

It says 'DO NOT REPLY'   so how do they get notified of bounced emails?

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

Important Message - Your Fixed Rate ISA Bond is about to mature

Shawbrook Bank <Savings.DoNotReply@shawbrook.co.uk>	Fri, Jan 13, 2023, 3:52 PM

Dear Mr XXXXX

You are reaching the end of your Fixed Rate ISA term. You can now access your maturities offer letter in your personal eSavings account, under eDocuments. To view this, you need to log in to your account by visiting the Shawbrook Bank website and then click on the button at the top right of the screen entitled 'Login'.We also want to let you know we’ve made some changes to make choosing your next rate with Shawbrook easier when your account matures (the date your fixed term ISA comes to an end).What's Changing?We provide banking for the real world, so we want to make it easy for you to switch and get the best rates with Shawbrook. That’s why you’ll now be able to see the highest Fixed ISA rates available to you, using your eSavings account. So, if the standard rates have increased since we sent your exclusive maturity offers letter, you’ll be able to choose the best product for you.Once you’ve decided on a fixed product that meets your needs, you can choose which one you want without having to phone us or send us a secure message and be confident you’re getting our best available Fixed ISA rate at that time. And because eSavings is available 24/7, you can manage your account at a time that suits you.What do I need to do?To choose your new savings product and rate, follow these steps:Log in to your eSavings account (visit the Shawbrook website and then click on the button at the top right of the screen entitled 'Login')Choose your productClick on the 3 dots under 'Action' on your home pageChoose 'Setup Maturity Instruction'Pick a product from the scrollable carouselTell us how much you want to investOnce you’ve completed these steps, your request will be processed immediately, and the money will be transferred to the new account when your current product matures.Don’t worry, you can change your mind and pick another product up until the maturity date of your current product. All you have to do is delete it and apply a new instruction by following the steps above.Thanks again for choosing Shawbrook.Kind RegardsAdam Thrower
Head of Savings

Savings​ DoNotReply Savings.DoNotReply@shawbrook.co.uk

As I said above, they won't. 

But the customer representative said if they don't get bounced emails , they won't do due diligence by contacting me by other means . 

But they have setup their systems so that they don't monitor the bouncing of emails.  This is a catch 22 !!!!

If its not in their training/manual, first line telephone reps will tell you anything that sounds convincing so they can move onto the next call.

I suspect you'll have to move on too, and take this experience as a learning exercise.

Albermarle

When I asked why they transferred my cash isa's into an account that only paid 0.1% rather than their 'Easy Access Cash ISA' at 3.7% , she kept repeating 'Its Our Policy'.  That did annoy me because I said it might be their policy but it doesn't make it right.

Different providers have different policies about what happens to matured fixed rate accounts ( ISA or not). A few  default to opening a new fixed rate account, most default to an easy access account but often one paying a low rate of interest.
Some of us like Shawbrook as you can add to their fixed rate ISAs during the fixed rate term, which although not unique is quite unusual and customer friendly, especially when rates are dropping ! 

HUMBUG

Albermarle said:

When I asked why they transferred my cash isa's into an account that only paid 0.1% rather than their 'Easy Access Cash ISA' at 3.7% , she kept repeating 'Its Our Policy'.  That did annoy me because I said it might be their policy but it doesn't make it right.

Different providers have different policies about what happens to matured fixed rate accounts ( ISA or not). A few  default to opening a new fixed rate account, most default to an easy access account but often one paying a low rate of interest.
Some of us like Shawbrook as you can add to their fixed rate ISAs during the fixed rate term, which although not unique is quite unusual and customer friendly, especially when rates are dropping ! 

That may be a positive for Shawbrook , but the  parking of ISA's after maturity date into some holding ISA account at  0.1% interest is a big negative imho.