Why is N,S & I Savings Bank Customer Service so bad???

Leodogger

We opened an account with them in the UK and then moved to Spain and wanted to move money to Currencies Direct to pay for a house.   Well firstly I had lost my password and so because I had also changed my telephone no. it asked me to firstly ring and change my password  by phone.   They ran through all the usual security questions, then said they would put me through to the "Security Validation" Dept to change the password.  When I got through they couldn't hear me and rang off.   Second attempt, repeat the process, Third time managed to get through and change it.   Hung up and went back to log in which was fine and then because I wanted to change my phone no., no I couldn't do it online either and it was telling me to ring again to do it.   I rang, 15 minutes later of security questions, she said she would put me through to guess where the "Security Validation" Dept which again couldn't hear me and cut me off.   Fourth attempt, cut off again !! 😡  By this time I had had enough and nearly threw the phone across the room.   I gave up !!   So now I have all my savings in an account where I can't get it transferred because I can't get the OTP through to my new telephone number !    I would have complained but can't find out where to do it!! 

Has anyone else had to go through with pain with the N,S and I savings bank ?

masonic

There are all sorts of red flags in the activities you describe, so I'd hope that any bank (NS&I is not a bank, btw) would require some hoops to be jumped through before authorising a password reset and change of personal details.

It sounds like you experienced phone connection issues, which can happen with international calls, and this is the main reason you've not been able to do what you needed. I've had problems in the past with NS&I when receiving automated calls from them while abroad.

Edit: I see you already have another thread on this topic. Hopefully the two can be merged so that responses don't go over the same ground in two places.

Leodogger

masonic said:

There are all sorts of red flags in the activities you describe, so I'd hope that any bank (NS&I is not a bank, btw) would require some hoops to be jumped through before authorising a password reset and change of personal details.

It sounds like you experienced phone connection issues, which can happen with international calls, and this is the main reason you've not been able to do what you needed. I've had problems in the past with NS&I when receiving automated calls from them while abroad.

Edit: I see you already have another thread on this topic. Hopefully the two can be merged so that responses don't go over the same ground in two places.

For a password reset yes, I expected a lot of security, but changing your phone no?   Most banks allow you to do this online, without expecting you to have an OTP with a phone no. you are no longer using !   Talk about Catch 22!

masonic

Leodogger said:

masonic said:

There are all sorts of red flags in the activities you describe, so I'd hope that any bank (NS&I is not a bank, btw) would require some hoops to be jumped through before authorising a password reset and change of personal details.

It sounds like you experienced phone connection issues, which can happen with international calls, and this is the main reason you've not been able to do what you needed. I've had problems in the past with NS&I when receiving automated calls from them while abroad.

Edit: I see you already have another thread on this topic. Hopefully the two can be merged so that responses don't go over the same ground in two places.

For a password reset yes, I expected a lot of security, but changing your phone no?   Most banks allow you to do this online, without expecting you to have an OTP with a phone no. you are no longer using !   Talk about Catch 22!

It is how fraudsters take over accounts. Phone is needed to authorise transactions with a OTP.

Banks should not allow you to change where OTP codes are sent without additional security measures (sometimes this involves receiving a letter in the post). Especially when you have just reset your password. Quite a few banks won't let you have an account at all if you reside in the EU.

Online banking is very easy when you remember your security details and promptly update your contact details when they change. Most people keep their phone number when changing mobile device. Any particular reason why you did not?

penners324

Each process together could look like a Fraudulent takeover of the account.

Good to see NS&I have decent security 

Leodogger

masonic said:

Leodogger said:

masonic said:

There are all sorts of red flags in the activities you describe, so I'd hope that any bank (NS&I is not a bank, btw) would require some hoops to be jumped through before authorising a password reset and change of personal details.

It sounds like you experienced phone connection issues, which can happen with international calls, and this is the main reason you've not been able to do what you needed. I've had problems in the past with NS&I when receiving automated calls from them while abroad.

Edit: I see you already have another thread on this topic. Hopefully the two can be merged so that responses don't go over the same ground in two places.

For a password reset yes, I expected a lot of security, but changing your phone no?   Most banks allow you to do this online, without expecting you to have an OTP with a phone no. you are no longer using !   Talk about Catch 22!

It is how fraudsters take over accounts. Phone is needed to authorise transactions with a OTP.

Banks should not allow you to change where OTP codes are sent without additional security measures (sometimes this involves receiving a letter in the post). Especially when you have just reset your password. Quite a few banks won't let you have an account at all if you reside in the EU.

Online banking is very easy when you remember your security details and promptly update your contact details when they change. Most people keep their phone number when changing mobile device. Any particular reason why you did not?

How can the N, S & I send me an OTP to an old phone no?   Of course I know my old number but I had to change the Sim when I got a new Spanish telephone contract !   Anyway I have managed to do it WITHOUT the NS and I Customer Service.   I managed to find my old Sim, changed it back to my old number and then I could get the OTP sent to me which allowed me to change details in my profile !   Now I have another problem, I can't see where I put the new payee details for a different payment out of the NS & I account to Currencies Direct !!!   I have to say that their web site is spectacularly poor, plus transfers of cash is equally slow.   I made a transfer yesterday from the NS & I account to my regular Santander bank account and 26 hrs later it has still not arrived in my bank account !

masonic

Clearly NS&I can send a OTP to the mobile phone number you nominate. It would be your responsibility to keep this up to date, and as a UK savings institution, they may not support an international number. Finding the SIM for the number you registered with them was the right approach and indeed worked. So far the issues you've faced seem to be self-inflicted.

As far as I'm aware they will only send money to a nominated account. This may need to be a UK bank account and/or be in your name, but you'd need to check the T&C or phone them to confirm what is possible. Setting up a new account is likely to require further security checks.