nsandi Online and Phone Service

cariad79

Has anybody else had difficulty using the new online service to register with National Savings and Investment? I have tried to register my wife and myself and have wasted hours trying to get past the page where you enter 2 phone numbers after filling in a slightly complicated form.
Each time on clicking "next" nothing happens. The system of entering the phone number in 3 separate boxes is not explained by an example and no matter how I enter the numbers it will not let me past that page. Add to that 35 minutes trying to get through on the phone, all wasted because my wife was not here to verify her agreement for them to talk to me, and a further 10 - 15 minutes to register a complaint for which I must await an answer.
Will have to repeat the whole process again and hope it works next time.
Is this another example of Govt computer systems never seeming to work properly?

colsten

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ANGLICANPAT

cariad79 wrote: »

Has anybody else had difficulty using the new online service to register with National Savings and Investment? I have tried to register my wife and myself and have wasted hours trying to get past the page where you enter 2 phone numbers after filling in a slightly complicated form.
Each time on clicking "next" nothing happens. The system of entering the phone number in 3 separate boxes is not explained by an example and no matter how I enter the numbers it will not let me past that page. Add to that 35 minutes trying to get through on the phone, all wasted because my wife was not here to verify her agreement for them to talk to me, and a further 10 - 15 minutes to register a complaint for which I must await an answer.
Will have to repeat the whole process again and hope it works next time.
Is this another example of Govt computer systems never seeming to work properly?

I dont know whether NS&I still have people manning the phones 24/7 , but it might be worth a try ringing late at night . During all the original problems with online systems failing and phone lines being overwhelmed , I eventually phoned just after midnight , got through straight away and sorted my bonds out instantly over the phone. Saved all that wondering if it had actually gone through on my computer.

forestwn6

I phoned just after lunch with a question about retirement bonds, got through quickly, and a nice knowledgeable lady answered my query. Good service.

Crag30

I've had hassle getting through on the phone and have read they have been overly busy since introducing the 65+ bonds.
I also had a problem logging in which was why I had to ring them. I know I got the password right but it didn't accept it.
Seems ok at the moment though

teddysmum

I rang today, about slight problems (updated documents not sent to us) regarding my own and my husband's 65+bonds and got through in seconds, after the compulsory recorded waffle.


As my husband will have to speak to them regarding his own problem, the call centre person suggested he rang after work, as the lines are readily available any time.

teddysmum

teddysmum wrote: »

I rang today, about slight problems (updated documents not sent to us) regarding my own and my husband's 65+bonds and got through in seconds, after the compulsory recorded waffle.


As my husband will have to speak to them regarding his own problem, the call centre person suggested he rang after work, as the lines are readily available any time.

I've changed my opinion :


My husband called tonight, to sort out his problem (as above) and the person he talked to 'Darren' didn't seem to know what he was doing.


My husband explained what he required(ie a chase up of the late paperwork), then explained that, during my call, today, it had also transpired that my email address was incorrect and that his would need checking, as it's not on paperwork.


By now, my husband had lost patience so said he'd let me deal with the rest of the problem.


I asked 'Darren' to check the email address and he commented that it was my husband's account and I informed him that the email address is shared, so I could get the details, then....


He asked why my husband had called and that he would have to contact the back office to get the paperwork amended.. (oh, no this was getting like one of the infamous foreign call centre conversations, which it was not) and he couldn't grasp that I wanted the so called back office work chasing up, being two weeks overdue..so I rang off in frustration.

littlerock

depends who you get on the other end. I phoned with a query (re my on line account) which a polite and youthful but underinformed "Darren" failed to grasp or solve. Phoned again two days later with same query and a more mature and better informed "Linda" grasped the problem and sorted it at once.

I have bought the bonds on line and agree the application is not the most intuitive but once I had worked out how to manoeuvre round the system, it does work

teddysmum

littlerock wrote: »

depends who you get on the other end. I phoned with a query (re my on line account) which a polite and youthful but underinformed "Darren" failed to grasp or solve. Phoned again two days later with same query and a more mature and better informed "Linda" grasped the problem and sorted it at once.

I have bought the bonds on line and agree the application is not the most intuitive but once I had worked out how to manoeuvre round the system, it does work

Did your first person actually say his name was Darren (if so he appears to need more training) ? Beyond the fact that the young lady who dealt with the sale seems to have spelling problems, all other staff have been fine.

cariad79

Thank you for all the useful replies to my post, 30/3/15. Following my complaint I received a helpful call from NSandI. The spokesman did say that I was not the only one who had difficulty completing the online form because it did not let me past the page where telephone nos are entered. He completed the application for me over the phone and said he would pass upwards my comment that it would be useful to show the format req'd for entering the phone numbers.. 'Still think there may have been a technical fault in the system.