Premium Bond Nightmare Website!

daveyjp

When she reached 18 my daughter decided to withdraw most of the PB cash to invest in other accounts.

Between the account being opened we no longer have a land line so the contact number has changed.  As a result no security call could be made.

She followed the link for the process to follow to change the number and ended up down a wormhole that took phone calls, NSI sending out forms, her returning them and then having to make further calls. 

So keep numbers up to date and for info all forms she was sent by post whuch took over a week to arrive are available on the NSI website, not that she was told this!

peterhjohnson

Olinda99 said:

I was once told the problem is because on the mobile network you keep changing connections to maintain the best signal and NS and I read this as a back button but I have no idea if this is true 

there is no work around the only way is to access NSI via a 'real' broadband connection if I can use that word

 They're bonkers have mental health issues! Every other site - and I use a lot - has none of this 

Hoenir

peterhjohnson said:

Olinda99 said:

I was once told the problem is because on the mobile network you keep changing connections to maintain the best signal and NS and I read this as a back button but I have no idea if this is true 

there is no work around the only way is to access NSI via a 'real' broadband connection if I can use that word

 They're bonkers have mental health issues! Every other site - and I use a lot - has none of this 

Somebody somewhere will be having an issue with accessing an online account. They'll be moaning and groaning about it. Leaving negative views. Meanwhile the majority of users will be happily carrying on regardless. That's life. 

forgotmyname

Ectophile said:

The web site doesn't work in an ordinary web site on a PC either.  It always takes me two attempts to log in.

The first time, I go through the whole two factor authentication thing, then it instantly logs me out again.

Only on the second time, usually using a different authentication method, does it actually work.

Same here with always 2 attempts to login.  Login and it appears to have worked but dumps me back at the exact same
login screen with all the boxes empty.

Murphybear

Paulrn said:

Just cashed in mine took 5 mins, perfectly good website with good security.

I withdrew a large amount of my Premium Bonds to buy a car.  The process was very easy and very quick.  The money was in my bank account 3 days later.  

username

Just another one to add to add to the webite is rubbish opinion. Always get thrown out and blamed for pressing the back button when I haven't done anything of the sort (what stupidly designed website doesn't let you do this anyhow, and freaks out about it?!). I think I managed to overcome it by tinkering with a load of browser settings from an MSE posting.

peterhjohnson

So, a resolution! 
1, He complained
2. They ignored his complaint
3. After 8 weeks he went to the Financial Ombudsman
4. A couple of weeks after that, NS&I phoned him saying that they understood he'd complained to Ombudsman
5. NS&I asked silly questions about his browser, Internet connection, etc.
6. He says he just told them it all worked fine on everybody else's website!
7. NS&I are sending him £30 compensation

Murphybear

username said:

Just another one to add to add to the webite is rubbish opinion. Always get thrown out and blamed for pressing the back button when I haven't done anything of the sort (what stupidly designed website doesn't let you do this anyhow, and freaks out about it?!). I think I managed to overcome it by tinkering with a load of browser settings from an MSE posting.

It appears to be a sad fact of life that when people are unhappy with something they are far more likely to post on websites like this than if they were happy with something.   I’ve always found the NS site to be really easy to use for buying and selling Premium Bonds.  If I win (I’ve had 2 £100 wins recently) they reinvest it at my request so I’m slowly seeing my holding increasing.  

forgotmyname

It was OK until they added the 2 factor which seemed to have messed up a few things for me at least.  Previously I could
go onto the website and buy more on the 28th of the month with no issues.  After the update it kept refusing to let me in
which turned out to be the 2factor or a capture not being shown and the website waiting for it but not asking for it.

Oddly buying earlier in the month did not have all the same issues, it would sometimes fail to log me in which seems to
work the 2nd attempt now but initially I could try many times before it let me in or I gave up.

Only had 2 £50 wins myself but my daughter and mum have won something most months. Daughter was initially wary of
them but I said it's like doing the lottery once a month but where they give you your money back if you don't win.

Murphybear

Another one here for saying there is no problem.  I drew out a large amount a while ago to buy a car,  it couldn’t have been easier.