Livid with NS&I

Swipe

You have my sympathy. I've been through similar with a change of address, got locked out because it didn't recognise the phone code, I called up and the NSandI guy mistyped my secret question answers twice, suspending my account. Also had a real task updating my address as executor of my late mum's premium bonds. Absolute nightmare. It basically taken them a month and numerous phone calls, letters and signature forms to change my address on my late mum's premium bonds and I'm still not sure it's actually been done until I receive the confirmation letter.

maxsteam

agent69 said:

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?

It's not acceptable or necessary for NS&I to be like this. Such comments are fair, in my view, if we were talking about some foreign bank that's opened a subsidiary in London just to raise some cash. But we are talking about NS&I - the safe place to save. 

IanManc

Swipe said:

You have my sympathy. I've been through similar with a change of address, got locked out because it didn't recognise the phone code, I called up and the NSandI guy mistyped my secret question answers twice, suspending my account. Also had a real task updating my address as executor of my late mum's premium bonds. Absolute nightmare. It basically taken them a month and numerous phone calls, letters and signature forms to change my address on my late mum's premium bonds and I'm still not sure it's actually been done until I receive the confirmation letter.

I had a similar experience when I inherited a number of Savings Certificates from my parents. NS&I only transferred some of them into my name with new account numbers but not all, and seeing my parents had mirror holdings of the same amounts bought on the same days I couldn't tell which individual certificates were still in my late parents' names.

One person at NS&I who I spoke to during a protracted saga actually said "We really need to speak to your parents for their authority to release the information" and was lost for words when I responded "Well I suppose I could dig them up, but I don't know how you're going to get them to speak".  🙄

xylophone

One person at NS&I who I spoke to during a protracted saga actually said "We really need to speak to your parents for their authority to release the information" 

This is truly dreadful.

Annikka_Green

ranciduk said:

Why do they persist with this phone call business?

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

That might work for a lot of people but they need to be flexible as well as secure. I don't have any mobile signal in my home so websites that rely on sending text messages for authentication are a nightmare for me!

Daliah

Annikka_Green said:

ranciduk said:

Why do they persist with this phone call business?

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

That might work for a lot of people but they need to be flexible as well as secure. I don't have any mobile signal in my home so websites that rely on sending text messages for authentication are a nightmare for me!

You just need to be with a provider who supports WiFi connections, then mobile signals don't matter. But are NS&I mandating mobiles? With many providers, you have a choice of mobile or landline.

ranciduk

My Ns&i account has both my landline and mobile

you can select to have the sec call sent to either 

(or neither if it doesn’t work!!)

masonic

@ANGLICANPAT have you got anywhere with NS&I?

ANGLICANPAT

Im hoping so masonic thank you .  When I got through , the staff obviously aware of the problem and took details of who my provider was for landline and  mobile . After security questions, he directed me back to the home page to grab a form from the bottom to fill out my premium bond withdrawal  request which was then submitted online with the promise of the money in my account within 8 days . Hopefully it wont take that long  and hopefully they will also send me  new set up details to  get back into my locked account within 10dys. Hopefully both things will get done , but Im not holding my breath.   

[Deleted User]

What's all this about a phone call? I took out money yesterday and it just asked security questions