Premium Bonds problem with registering

Crater

HI any other experiences? I need to tell Premium Bonds what to do with any winnings now they are banning cheques. They tell me I am "registered", but I have no password and have never registered for phone or internet. That seems to be a recent requirement (they don't say you have to, it is all "if ... " on the website, but the helplines keep telling me they can't do anything unless I am ... go figure). So I have to apply for a temporary password, but that assumes I am registered, and that bothers me ... NS+I seem to be in chaos at the moment. To complicate matters i am also POA for my MIL, different account numbers but same address etc. I can see making a mistake here could lead to greater chaos.  (Hers are already set just to buy more bonds, I don't want that, I want the occasional payment on my account.) It's not like we have big PB holdings, but they have to go somewhere.

[Deleted User]

Hi,

you know that your PB holders number is not the same as an NS&I account number?

Crater

Yes, thanks, but nobody has asked me for either number so far ... also finding your NS+I number, IIRR, is not always easy.  Also that hasn't been an issue, only whether I am "registered for online and phone" or not, and whether I actually "must" be.

whitesmith

Try and register for internet access here (they will ask for your PB holders number):
https://www.nsandi.com/online-registration
If you are already registered it will tell you. If not, then you can create a username / password and log on

DiamondLil

whitesmith said:

Try and register for internet access here (they will ask for your PB holders number):
https://www.nsandi.com/online-registration
If you are already registered it will tell you. If not, then you can create a username / password and log on

A family member is finding it impossible. He has his holders number and when registering, it tells him he is already registered. So he then tries to log in, but it seems he needs his NS&I number which he doesn't have.  So he clicks "forgotten details" and it says they will email him if he is registered. He doesn't receive any email. Live chat doesn't work, and phone calls aren't answered.

He has now written to them (two weeks ago) and is waiting for a response.

in_my_wellies

When I needed to add my bank details it took me a while. They sent me 16 letters in all before I had success. They referred themselves to the complains department! At that stage someone rang me and took them over the phone - all sorted in 5 minutes. And this was before Covid-19
Good luck!

ahfat41

I am finding impossible to register as well.  It is telling me I am already registered but the temporary password has expired and to ring and it is almost impossible to get through.  I have registered my husband and it got through but when he logs in it is telling him wrong details and we know that the details are correct.

Crater

Thank you all. This is what I was uneasily suspecting - either their database is really bad, or they are trying to push non registered users into being registered by misleading them that they already are on a corporate level. The general NS+I phone help used to be really good, I don't know if they have all furloughed and are using temps or new staff. Chat tries to help, but they can't do anything. You can only get through on the phone after about 9pm, and the only person I got sounded as if I had woken him up (sympathy) and the phone line was terrible (probably likely if working from home). He said something would happen, and it hasn't. It's a mess.

whitesmith

If it says you are registered then the chances are that you are are registered but you just don't know or remember your NS&I  username number or the password

apb123

It is shambolic at the moment....
My daughter is trying to register, she already has premium bonds under my name but because she has turned 16 needs to register her own account.
We are now 3 months and waiting. I have sent two letter, two witnessed signatures and 4 calls.
I am actually currently on hold to them...46 minutes. I had waited 20 minutes and then the automated voice said "We are very busy..Bye..Please call later".

It is shambolic. I presume my daughters £3000 of premium bonds are safe but who knows. The next step is to complain.

From a corporate point of view it really poor. It would be better for them to deal with people properly rather than being bogged down with an army of people complaining and trying to get something down for months. Our problem could have been resolved with one call or letter.

whitesmith

i wonder if it will calm down after 24 nov once the interest rates have fallen and people lose interest on ns&i products...