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Don't touch NS&I with a barge pole if you think you might want your money back any time soon!
I just had a similar issue to the OP. I tried to withdraw £5000 and was given a random security question which I definitely did not set up - it was about my 'spouse' (I'm not married). I was then locked out of my account and proceeded to waste an hour on the phone until I was suddenly cut off my an automated message because it was 10pm. I've printed the form that the OP linked to (thanks for that) so hopefully, if I'm lucky, I'll get a new password in the post by the weekend. Meanwhile I have just £10 in my bank account and need to pay for food as well as a very important prescription. For NS&I to be relying on back and forth over snail mail - rather than, say, two-step verification or similar - in this day and age is disgraceful.
