NS&I frustrations - Grrrrh

Harry227

I've just tried to register for an NS&I account to buy premium bonds.  Once I realised (following help from this forum) that the Chrome browser seems to be the way to avoid the 'you've been logged out as you pressed the back button' IT glitch, they've still left unresolved for years, I actually managed to register. 

But... when I finished the process, the summary message with my new NI number and 3 security questions had recorded one question wrongly as asking the DDMM of my wedding anniversary. As I'm not married and the answer to the actual question I set wasn't a date but a word, I realised I might encounter problems next time I logged in so needed to change it. 

Entering the chatbot system and after much time going around and around with the charbot which even at one time seemed to fill in its own answers to the questions it had asked me (very worrying and I wondered if someone else was 'online' at that time), I managed to chat to a live person.

Their advice was not to worry as I could change the question when I logged in to my new account.  So, all seemed good.

I logged in and then went to the security question section of 'my profile'.  Still so good so far.  To change the security question NS&I needed to call me on my mobile, and I had then to confirm the 6 digit code they generated on screen.  What could possibly go wrong? 

The call came through with a robotic instruction for me to press the hash key if I requested this call.  Now here was the problem.  Despite pressing and seeing the hash symbol sent (on my iphone), I kept being told to press the hash key...more Grrrhhh, until the call was disconnected.  After 3 attempts NS&I informed me that my new account was now locked until I reopened it by sending a request form to do so and this could take up to 10 days to action and involved their sending a letter in the post. 

So, with a heavy heart I filled in the request form online and pressed 'submit' - only to be told they couldn't submit the form at the present time and I was to try again 'later'.

Wanting to weep, I've come here to vent my frustrations, and to seek some advice (and therapy?).

I really do now have some grave reservations about using NS&I, but I urgently need some tax-free savings deposit options as I've maxed out on my ISA for this year.  Hey ho.

Harry227

Harry227 said:

I've just tried to register for an NS&I account to buy premium bonds.  Once I realised (following help from this forum) that the Chrome browser seems to be the way to avoid the 'you've been logged out as you pressed the back button' IT glitch, they've still left unresolved for years, I actually managed to register. 

But... when I finished the process, the summary message with my new NI number and 3 security questions had recorded one question wrongly as asking the DDMM of my wedding anniversary. As I'm not married and the answer to the actual question I set wasn't a date but a word, I realised I might encounter problems next time I logged in so needed to change it. 

Entering the chatbot system and after much time going around and around with the charbot which even at one time seemed to fill in its own answers to the questions it had asked me (very worrying and I wondered if someone else was 'online' at that time), I managed to chat to a live person.

Their advice was not to worry as I could change the question when I logged in to my new account.  So, all seemed good.

I logged in and then went to the security question section of 'my profile'.  Still so good so far.  To change the security question NS&I needed to call me on my mobile, and I had then to confirm the 6 digit code they generated on screen.  What could possibly go wrong? 

The call came through with a robotic instruction for me to press the hash key if I requested this call.  Now here was the problem.  Despite pressing and seeing the hash symbol sent (on my iphone), I kept being told to press the hash key...more Grrrhhh, until the call was disconnected.  After 3 attempts NS&I informed me that my new account was now locked until I reopened it by sending a request form to do so and this could take up to 10 days to action and involved their sending a letter in the post. 

So, with a heavy heart I filled in the request form online and pressed 'submit' - only to be told they couldn't submit the form at the present time and I was to try again 'later'.

Wanting to weep, I've come here to vent my frustrations, and to seek some advice (and therapy?).

I really do now have some grave reservations about using NS&I, but I urgently need some tax-free savings deposit options as I've maxed out on my ISA for this year.  Hey ho.

So here's an update.  I went to try and log into my 'closed/locked out' account and was informed my pw was suspended and needed to set a new one.  This also involved an automatic call and my inputting a code.  This time I used my landline (after removing the call minder!). Fortunately, this worked and hash key duly pressed and code entered with new pw then being set up.  Logged in successfully after that.  I'll change my security question tomorrow when I've built up my IT frustration resilience again.  Seems the long winded form I was requested to fill in before wasn't necessary after all (although perhaps the IT NS&I gremlins are just waiting to foil me again!). 

Has anyone else had a problem with the hash key being accepted by NS&I on an iphone? (mini 13 model).

Swipe

Yes, I've previously had issues using my mobile phone. Much more reliable to use a landline if you can.

friolento

On a general note: answers to additional security Qs such as “1st car”, “fav food”, “mother’s maiden name”, “1st pet” etc etc do not have to be the actual truth. You can use any answer, you just need to remember what you answered. A password manager helps with this.

Using made-up answers can actually add to your account security as it should be much harder for 3rd parties to guess the answers you used.

Harry227

friolento said:

On a general note: answers to additional security Qs such as “1st car”, “fav food”, “mother’s maiden name”, “1st pet” etc etc do not have to be the actual truth. You can use any answer, you just need to remember what you answered. A password manager helps with this.

Using made-up answers can actually add to your account security as it should be much harder for 3rd parties to guess the answers you used.

That's correct, and actually my answers to the questions I chose were largely made up.  My problem was that (presumedly due to another IT glitch) the system chose the anniversary date question and answer (DDMM)  to which I haven't any idea to the answer, as rather than numbers (DDMM) my answer was a word.  It could be of course that the word I chose (which did have four characters) would fit the answer, and all would be well (arguably an even greater level of security!).  However, today I'm going to run the gauntlet of trying to reset it.  Wish me luck!

Harry227

Further update and perhaps a summary of issues to help others.

I managed to sign in and change the security Q and answer successfully - phew.

Here's what I've learnt:

1. Use the Chrome Browser
2. Switch off any vpn
3. Use a landline number and switch off any call-minder type service.

Thankfully, on the initial set up I used the landline number as an additional contact number as i don't have another mobile.  If I hadn't I might be in a pickle!  Although I suspect others must be able to use their mobile phone's keypad to press 'hash' when the NS&I automatic security call comes through or NS&I would have even more complaints.  Is it just iphones, or perhaps just me and my phone!

Here are some future issues I'm pondering. The log in procedure (online) asks for 1. NS&I number; 2. Surname; 3. PW. 

My apple password app (and biometric security access to the app) doesn't work with Chrome and I had issues with Safari and the NS&I website.  Furthermore, these apps only allow a user name and password input (I believe) to be stored,  and you'd need to input your surname manually, so presumedly these password apps aren't helpful to access NS&I? 

Also, the security Qs and As presumedly have to be written down manually somewhere, especially if you've chosen Qs and A that don't relate to events in your real life (so adding another level of confusion for any third-party bad actor).  Any ideas where to store the Qs and As other than as a hard copy on a piece of paper 'under the mattress' so to speak?

friolento

All password managers will be useful for storing userid and passwords but not all of them can be used on all websites to auto-fill the login to all websites. NS&I seems to be one of them. It’s just a minor inconvenience to have to type in the relevant login info.

A decent password manager will also allow you to record additional information, such as the NS&I security questions. It’s up to you to store them on a piece of paper if that’s what you prefer but it appears to be simpler and safer to use a password manager. 

Eco_Miser

My password manager (Password Safe) allows the autotype string to be altered to anything you want, so it fills in my surname as well as the NS&I number and password. It also has space to make notes for each site, such as the additional security questions and answers. Maybe yours has these functions hidden away somewhere?

kiziandsmudge

Frustration is the word when trying to get into my NS&I account due to repeatedly NOT receiving the telephone messages supposedly enabling to complete 2 step authentication. This is despite trying to receive the calls on both landline and mobile phone to no avail.   I use exactly the same sort of authentication for other bank and building accounts with no problem, so I cannot see how the fault is at my end of the phone line. My written complaint was replied with a curt reply advising me to contact the Financial Ombudsman, but this does not help me to obtain access to my account or details which I need to complete tax return. Phone calls are prolonged and unhelpful.

bornholm

We've held premium bonds for over 50 years and want to open an account to put our recent house sale money into a safe account but can no longer log in due to the hash key problem - despite following advice and using chrome. My password was eventually suspended and I was sent a letter!!! asking me to ask them for a temporary password. A week later I received the temporary password - again by post!!!. Trying again to log in the same thing happened when it came to the hash key.
I spoke to an NS&I human being who said they're aware of the problem - but looking on line its clearly not a new problem - so they're struggling with technology. By telephone he helped me change my password, security questions and I received a pin number - but again no luck with the hash key. I've now got another letter asking me to ask them for a temporary password so I can go through the whole process again. Issues like this are making us seriously think again - that is if we are ever able to eventually log in. Whats gone wrong with NS&I - they use snail post via another failing UK institution - then switch to an IT system that can't recognise a hash key. 

Valley73

I had the same problem back in October and have given up trying to log in to my account. Hard to believe they still haven’t fixed this problem! I downloaded the app which is ok but I’m not sure you can do a lot apart from view your balance.