Premium bonds log in

John_2023

I have received this message from NS&I (Premium Bonds) when I tried to log onto my account.

"Sorry, you can't reset your password online. For your security, we've suspended your online and phone access. Call us and ask us to reset your password."

I contacted NS&I and asked for a new password to be sent. I was asked for my account details etc including my address. The address I gave was apparently incorrect, it was changed in October 2022 but not by me!!! I explained that was incorrect and the account was taken out at the address I am still living at. They would not tell me what address was on their files.

I was then passed onto another operative, repeated the problems and was advised to visit NS&I/forms and fill out the change of address form. BUT the form asks for the old address and a new address... I haven't got an old address because I never changed it.

Has anyone else had this problem before?

refluxer

NS&I can be a pain to deal with in normal circumstance but, if this isn't a simple mistake and you've been a victim of attempted fraud/ID theft, then I can imagine it won't be an easy thing to sort out. If it does actually turn out to be the latter, then it obviously begs the question how have NS&I let a stranger change your address ?

Only NS&I are going to be able to help you out of this situation so you're going to have to ring them back up and explain you can't fill out the change of address form for the reason you mentioned and ask them what your options are.

Despite having online access, they are still very-much a paper/post-based organisation and I don't think you'll be able to do anything until the address issue is sorted.

db3745

I shuddered when I read this. Haven't had quite the same worrying "brick wall" issue with them, but having accounts for spouse and self dating back to Income Bonds days I share your pain. I tried in vain to get smooth access to my accounts, but continually fell foul of their telephone back-up log-in procedures, and like you had my account blocked more than once. Cashed out my Premium Bond account to save my sanity, and my wife's will be going soon. (Though Bonds have been quite successful, but It'll be goodbye forever.)