An NS&I customer voiced their frustration about being locked out of their account.
The saver reached out to the Premium Bonds provider over X to say: “Your ID verification system is preposterous.
“After a vexatious hour answering impossible questions about my credit history as far back as 2010, I am now locked out of my account. So infuriating. There has got to be a better way in 2024.”
The savings group responded to offer their apologies. A representative said: “If I may explain, when we send a letter it is then in the hands of the Royal Mail to get the letter to the customer.”
The unhappy customer then said: “The letter itself was error-ridden and I believe unnecessary.
“If NS&I cannot get my simple and straightforward request processed correctly and within one month, I worry about the operation of the organization as a whole. Beyond vexed.”
NS&I encouraged the customer to send them a direct message so they could call them to look into the issue further.
A person can buy Premium Bonds online, over the phone or by completing an application form and sending it in the post.
Another frustrated customer recently contacted NS&I as they had been overcharged when buying Premium Bonds.
The saver said: ” I set up a Premium Bonds account with you and it charged me three times? I even checked my account and there’s only £100 in there when I was charged £300.”
The savings group encouraged them to call NS&I so they could investigate the problem further.
A spokesperson said: “We are sorry for the inconvenience caused to this customer.
“If any NS&I customer has a query about a transaction with NS&I they can contact us on 08085 007 007 to discuss it with a member of our team.”
An individual can hold up to £50,000 in Premium Bonds. When purchasing Bonds, you have to buy at least £25 worth.
