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Shawbrook Bank - Ignores undelivered maturity emails- assumes you've received them.
Comments
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MeteredOut said: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
Dear Mr XXXXXShawbrook Bank <Savings.DoNotReply@shawbrook.co.uk>
Fri, Jan 13, 2023, 3:52 PMYou 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 SavingsSavings DoNotReply Savings.DoNotReply@shawbrook.co.uk
But they have setup their systems so that they don't monitor the bouncing of emails. This is a catch 22 !!!!
I suspect you'll have to move on too, and take this experience as a learning exercise.0 -
HUMBUG said: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 !
a) Keeping your contact e-mail address up to date
b) Diarising your maturity dates
c) Logging onto your account on a regular basis. Don't know about others but if I have a few grand parked anywhere I like to 'check in' on it on an at least monthly basis.6 -
Whatever the reason for bounce back nobody ever monitors them, it's simply too Labour intensive as it happens all the time for a multitude of reasons.. If you're sending an email to your Auntie Jean and that returns with a 550 undeliverable then yes you may investigate further, but automated systems like this, no chance.If it's anything like the group I was once a part of, any newsletter emails that bounced back were filtered straight into the bin.3
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TheSpectator said: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.0 -
MeteredOut said: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
Dear Mr XXXXXShawbrook Bank <Savings.DoNotReply@shawbrook.co.uk>
Fri, Jan 13, 2023, 3:52 PMYou 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 SavingsSavings DoNotReply Savings.DoNotReply@shawbrook.co.uk
But they have setup their systems so that they don't monitor the bouncing of emails. This is a catch 22 !!!!
I suspect you'll have to move on too, and take this experience as a learning exercise.0 -
TheSpectator said:HUMBUG said: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 !
a) Keeping your contact e-mail address up to date
b) Diarising your maturity dates
c) Logging onto your account on a regular basis. Don't know about others but if I have a few grand parked anywhere I like to 'check in' on it on an at least monthly basis.0 -
HUMBUG said:TheSpectator said:HUMBUG said: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 !
a) Keeping your contact e-mail address up to date
b) Diarising your maturity dates
c) Logging onto your account on a regular basis. Don't know about others but if I have a few grand parked anywhere I like to 'check in' on it on an at least monthly basis.
I would expect all you would receive is a standard goodwill gesture but nothing more.
You need to bear in mind for the future that not all company’s processes are slick as you would like and whilst you undoubtedly expect the failed email to be reported on, I have never known or indeed worked for any organisation that does that considering the thousands they must send out automatically.3 -
Sorry for your loss but I have to agree with the majority that Shawbrook have no case to answer.
I am a SB customer and indeed have pointed out their services to friends and family over the years.
What I do agree with though is
"HUMBUG said:
the sort of sharp practice that has led to distrust of financial institutions by many of Joe Public over the years. Just moving to the easy access ISA is surely more ethical?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.
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HUMBUG said: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 !At the end of the day shawbrook, like all banks are businesses and it suits their purpose to move people into 0.1pc accounts.
a bit like car insurance companies like to up peoples renewal quote hoping they will be apathetic and just stick with what they know, or forget to haggle, same principle.
i understand your frustration and good luck to you, but I can’t see shawbrook budging.I sympathise but It’s beholden on the customer to maintain their up to date contact details.2 -
HUMBUG said:TheSpectator said: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.
As soon as I moved over to EE , my old Plusnet webmail account was deleted. I very rarely used that webmail account and had setup my gmail to import any emails sent to my Plusnet Webmail.
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