Livid with NS&I

ANGLICANPAT

  Registered last week for online access with NS&I,    set up  password ,two phone numbers , bank and anything else they asked for at the time  as I knew I would need to cash in  premium bonds for money  at short notice  . That need came today , so I duly logged in , no problem at all , and filled out the withdrawal form .   Same as others have complained,  no phone call  arrived  to my landline no.  to  check the security digits my screen threw up ., so it  said Id not passed.    Tried same thing with my mobile  and same thing happened  . Re- did it a second time with my mobile  as it was suggested sometimes  a second go at a number worked . Nope  and to make matters worse there was then a notice telling me  Id now been denied all access to my account ,totally suspended  and I would have to fill in a form etc etc    and that I could have to wait up to 10 days  for confirmation  to arrive in the post ! Beyond fuming .   How long have others had to wait to get it sorted? Will ringing and arguing the toss I want it  re-opened straight away   since its their fault not mine , get me anywhere I wonder!!

masonic

Can you not phone them to cash in the bonds?

xylophone

Can you not phone them to cash in the bonds?

https://www.nsandi.com/help/manage-your-savings/make-withdrawal-from-savings

You can cash in all or part of your Bonds at any time.

If you’re registered to manage your savings online or by phone, simply log in or call us.

But his log in is suspended?

masonic

xylophone said:

Can you not phone them to cash in the bonds?

https://www.nsandi.com/help/manage-your-savings/make-withdrawal-from-savings

You can cash in all or part of your Bonds at any time.

If you’re registered to manage your savings online or by phone, simply log in or call us.

But his log in is suspended?

I was referring to the or by phone and or call us sections of that quoted text, which wouldn't require the online log in and doing so by phone may be possible even when online access is suspended.

agent69

ANGLICANPAT said:

  Registered last week for online access with NS&I,    set up  password ,two phone numbers , bank and anything else they asked for at the time  as I knew I would need to cash in  premium bonds for money  at short notice  . That need came today , so I duly logged in , no problem at all , and filled out the withdrawal form .   Same as others have complained,  no phone call  arrived  to my landline no.  to  check the security digits my screen threw up ., so it  said Id not passed.    Tried same thing with my mobile  and same thing happened  . Re- did it a second time with my mobile  as it was suggested sometimes  a second go at a number worked . Nope  and to make matters worse there was then a notice telling me  Id now been denied all access to my account ,totally suspended  and I would have to fill in a form etc etc    and that I could have to wait up to 10 days  for confirmation  to arrive in the post ! Beyond fuming .   How long have others had to wait to get it sorted? Will ringing and arguing the toss I want it  re-opened straight away   since its their fault not mine , get me anywhere I wonder!!

If you were aware that others have had problems, why did you think it appropriate to put money into N,S & I, that you knew would be required at short notice?

maxsteam

ANGLICANPAT said:

  and that I could have to wait up to 10 days  for confirmation  to arrive in the post ! Beyond fuming .   How long have others had to wait to get it sorted? 

Keep trying and persevering. Their post arrived quickly for me. I found that one mobile network (o2) didn't work with their system but another number (1pmobile) worked first time.

It's extremely frustrating and you have my sympathy. Good luck.

ANGLICANPAT

agent 69  The p. bonds have been in for donkeys years  and secondly I looked  to see if anyone else was having difficulties , after Id experienced the first fail , as in the back of my mind I then remembered folk saying way back that  the website was awful ,  Thanks all. I will be trying tomorrow to see if a phone call will allow access for withdrawing money . Fingers crossed .

ranciduk

Why do they persist with this phone call business?

they should just send you a text with a one time code

masonic

ranciduk said:

Why do they persist with this phone call business?

they should just send you a text with a one time code

For movement of funds to a prearranged nominated account, is it necessary at all?

Daliah

masonic said:

ranciduk said:

Why do they persist with this phone call business?

they should just send you a text with a one time code

For movement of funds to a prearranged nominated account, is it necessary at all?

I regularly withdraw money from my NS&I Direct Saver. All I need for each withdrawal is two bits of memorable information, no phone calls and codes. Perhaps it’s different for newer accounts? I have held mine for years.

Rollinghome

Daliah said:I regularly withdraw money from my NS&I Direct Saver. All I need for each withdrawal is two bits of memorable information, no phone calls and codes. Perhaps it’s different for newer accounts? I have held mine for years.

They appear to have different procedures for different products.

For the Direct Saver, my withdrawals needed "memorable info", as yours. For their strangely named Income Bonds, withdrawals made towards the end of last year used the telephone system with the same problems as those mentioned here. Same next-day withdrawals as Direct Saver.

Mrs R hasn't tried to withdraw her premium bonds yet, but when she wrote following to the letter the instructions given by phone by their CS to consolidate a few pound's worth of PB certificates with her main holding, she received a letter back saying the signature didn't match their records.  For completeness, with their reputation in mind, she had included all her addresses, maiden name etc.

I could assure them that, perhaps unusually, her siggy hasn't changed in the slightest in 50+ years and can prove it. We'll see what happens.