NS&I approaching complete meltdown?

Bratchman

I know we all need to be more patient with savings institutions at the moment as they are running on much reduced staffing levels but I’m gettIng seriously concerned about NS&I. 
Without sharing too many details, my wife and I are currently trying make contact with them to resolve some pretty important stuff that can’t be done online and the sums involved are by no means insignificant. As I speak my wife has been waiting to speak to them for over 90 minutes without her call being answered, last time it was sixty minutes when they eventually answered, but then, issue was not resolved. We’ve written and after five weeks our letters go unanswered. 
My feeling is that this isn’t just a bit of a backlog, I am beginning to suspect that their whole organisation is approaching meltdown. Reading some of the posts on the forum I see that we’re not alone when I suspect this. 
Martin is currently recommending NS&Is direct saver as the interest rate is amongst the best around, but I’m wondering whether this is wise given their dreadful customer service and creaking IT right now. I certainly wouldn’t recommend them at the present time. 

masonic

I opened an account just a few days ago as a new customer, fully online and had no need for human interaction. The process went just fine. I don't doubt having to enlist the help of a human being at NS&I would be a great deal more challenging, but avoidable in most cases.

Thrugelmir

Take your business elsewhere if the service levels aren't satisfactory for you. All Government departments have been hit hard and are suffering backlogs. Like Covid disappearing. Going to take months for organisations to get to grips with new ways of working. 

Mickey666

masonic said:

I opened an account just a few days ago as a new customer, fully online and had no need for human interaction. The process went just fine. I don't doubt having to enlist the help of a human being at NS&I would be a great deal more challenging, but avoidable in most cases.

Ditto.

Bratchman

I agree they have a good online service, my wife and I have used it for some time for our savings accounts without 'too many' issues over the years.
Our current problem involves the accounts of two very close family who have recently died (one from Covid19). One issue is quite complex so we need to talk things through, get advice and resolve an apparent error processing their bereavement notification forms which have already been submitted. We can't do this online.
We just need a quick five minute telephone conversation with them, that's all - so far we are unable to get through in order to have that conversation.

sheramber

Are you trying the telephone number on the bottom of the bereavement form?
If you are and no luck try one of the other contacts here
https://www.nsandi.com/how-do-i-get-touch

 

lisyloo

From the probate board I can tell you that they are about 6 weeks behind with their post.

Not sure why their staff can't work from home.

masonic

lisyloo said:

From the probate board I can tell you that they are about 6 weeks behind with their post.

Not sure why their staff can't work from home.

If there is one thing people working from home generally struggle to do, it's open the mail.

lisyloo

masonic said:

lisyloo said:

From the probate board I can tell you that they are about 6 weeks behind with their post.

Not sure why their staff can't work from home.

If there is one thing people working from home generally struggle to do, it's open the mail.

Ha ha yes :-:smile:
there are ways round this for forward thinking organisations.
for example Barclays accept photos of Id and death certificates in email. 
Registrars are now registering deaths over the phone instead of in person and they brought that process in quite quickly so it is possible for organisations to adapt
things are slower all round (understandably) but NS&I do seem to be doing particularly badly compared with other organisations

colsten

Probate can always be a long drawn-out process, even without a global pandemic. Patience.

Socajam

colsten said:

Probate can always be a long drawn-out process, even without a global pandemic. Patience.

Something people seem not to have.
There are totally oblivious that we are going through a pandemic and it affecting every aspect of human life.
The money in these account s are not going anywhere.
NS&I staff are human like everyone else with lives and work.  They obviously have a rotated system for all staff, to cope with all that is taking place.
I called them up because I wanted to make a debit card payment, took me two days to get through.  I find calling later in the evening  is a lot better, as most people seem to call early mornings and afternoons.