A technical issue is causing problems for Premium Bonds customers trying to cash in their Bonds.
A customer contacted NS&I over X to say: “I have tried to cash out some bonds. When I get the call and it asks me to press the # if I was expecting call, it doesn’t register me pressing the # key.
“Therefore I can’t give the code and move forward to cashing bonds. I only have 3 attempts left.”
A representative said in response: “We’re sorry to hear that you’re having trouble managing your account online. If this has been a consistent error, we advise that you please call us and ask to speak to an agent to assist you further.”
Another bemused customer reported a similar issue. They said: “Trying to get to deal with maturing fixed term bond. You call and ask me to press the # key, so I do.
“Nothing happens except you ask me to press it again, then again, so I do. Then you hang up. What am I supposed to do?”
NS&I said in response: “We are aware of an issue that impacts some mobile users from time to time, where the hash key is not recognised during the security phone call.
“Unfortunately, the problem is caused by your telephone or mobile phone service provider and not us.
“We have raised this with main phone service providers. However, you may want to raise it with your service provider and they can resolve the issue for you.”
The provider also said: “Unfortunately the problem is a dial-tone issue on the line between ourselves and the network provider and is reported to be an intermittent problem that is usually resolved by trying again later.”
Another customer recently said they were having an issue with their Premium Bonds due to a curious technical problem.
They said: “The chat button has been positioned in such a way that you cannot click the confirm button when cashing out. Please amend.”
NS&I offered them a potential solution, saying: “This is an issue we’re aware of and are looking into implementing a fix for.
“We understand that it only occurs on some devices, could you try using a different device to see if the issue persists?”
For the latest personal finance news, follow us on Twitter at @ExpressMoney_.
