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A Premium Bonds error has been reported by a National Savings and Investments customer who has been “locked out” of their account. In reply, after the frantic NS&I customers reached out, the Treasury-backed NS&I said “it’s out of our hands”.
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.” 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 customer said: “The letter itself was error-ridden and I believe unnecessary.
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“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.” A second 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.” A spokesperson for NS&I, which is backed by the Treasury, then duly respondes and 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.” In reply, NS&I urged the customer to send them a direct message so they could call them to look into the issue further.
The financial provider conducts a Premium Bonds draw each and every month – with two major winners this month, as they took home the top prize.
