Ns&i problems

NightEyes

Having problems with Chaps payment between bank and ns&i. Ns&i bouncing back. Problem above my level as a customer.  Any help please

bowlhead99

NightEyes said:

Having problems with Chaps payment between bank and ns&i. Ns&i bouncing back. Problem above my level as a customer.  Any help please

The best help would probably come from NS&I and your bank, as that's where your two accounts are. I don't have access to your confidential personal details, any knowledge of how you provided the CHAPS instruction, or any payment failure messages generated by the financial institutions involved.

NightEyes

Bank processing chaps correctly.  Ns&i have said no reference number provided but it was. Lost in transit? 

happy_hazelnuts

Are you able to send the money a different way EG several faster payments

NightEyes

Looking to transfer very large amount.  Bank tested with smaller amount last week without a problem

happy_hazelnuts

Depending on your bank you may well be able to do multiple if not unlimited transfers of 10K at a time by faster payments

Swipe

You can do £50k transactions via debit card

Ellietwinny20

Hi Folks,
I'm new to this forum. Any advice would be really appreciated.  I invested £7,500 in  NS&I premium bonds in Jan 2021and downloaded the NS& I Prize checker App on my mobile phone. When checking the app I was chuffed to have won some modest prizes (ranging from £25 - £100).  Then, I noticed that some of this prize money did not go into my nominated bank account ( easy to check online).  I took a careful note of the bond numbers/dates/winnings and called the NS&I helpline. I was advised to double check the details of my bank account. I did, and queried why some winnings (of £25) did go into to my bank account. I gave details of bonds, dates and amounts. None of this made sense to me.
(I also ran a check on a previous NS& I joint account I had years ago with my mum. However, this wasn't premium bonds, it was an investment account with just £20 in it, and unrelated). 
Rather than go into all of this again on the phone, I wrote to the NS&I explaining the problem; listing details of the six 'winning' bonds/dates/ amount which totalled £250 winnings, I didn't receive.
In response, I  received a brief letter,  that stated the (prize) bonds I inquired about -  'are not registered in your name'. That was it -  no explanation whatsoever. I called again and the adviser stated there was a problem with the Prize Checker App - to just delete it and check my winnings on the website as this should be accurate.
However, another adviser told me it was unlikely to be a problem with the app, and perhaps related to a security issue and asked if I wanted to make a complaint?  I felt I was getting nowhere with this - hence this post. 
All said and done, to receive notification of winnings via a prize checker  (imagine this was a big win!) and then, not receive the money or get a satisfactory response why this happened is unacceptable. Equally,  if the bonds are not mine,  then I was sent details of someone else's bonds?  Did they receive their winnings? 
Has anyone else had a similar problem?  Can any advice please be given here?
Many thanks in advance.

P1Fanatic

So have you logged into the NS&I website and compared your winnings there vs the prize checker app? First time I have heard of a disparity between the two but if the website confirms the wins along with the bond numbers then surely they have no leg to stand on?

They normally email you to tell you that you won on the 3rd of the month (although that doesnt mention the amount won) so if you havent been getting those then check your contact details.

P1Fanatic

Also you may want to check this thread out and related link:

https://forums.moneysavingexpert.com/discussion/6336809/ns-i-error-sees-300-000-savers-waiting-up-to-six-months-for-interest-payments-and-bond-prizes#latest

Ellietwinny20

Hi, Many thanks for your reply & info. I only ever used the mobile app/prize checker - then latterly I checked the website. There was a disparity between a number of prizes on the mobile app/prize checker (5 in total) and those listed on the website.