“Opened an account with £750 in July 2019 and as of today April 2023 we still have no account details, nor anyone who we speak to who seems to care. Lloyds confirmed our bankers cheque was banked by NS&I in August 2019. Absolutely shambolic practice and organisation that will now be dealt with through legal channels.”
“Never before have I experience this level of incompetence and naivety from a financial company. They are in serious need of greater direction from the top.”
“Absolutely terrible, tried to take out my childrens bonds and my name doesn’t fit in the box so i cannot withdraw the money, why have a name letter limit but deny withdrawal when the name is changed or shortened? Spoke to a robot for an hour and put on hold for another hour, no help whatsoever as I was cut off before I could tell them the problem. Tried to use another account with a smaller name but was denied as it wasn’t linked to my original NS&I account.
Terrible website do not use.”
“I had a very bad experience with Ns&I, very bad and unresponsive customer care. They won't allow you to make withdrawal. It was a nightmare , to get my money out I had to get professionals on FINRECOVERYINC. COM to do the job, thanks to them so much because I would have been in so much debt of there was no way out.”
“NS&I have my late fathers premium bonds. Originally they sent me the wrong forms, Then they sent me the correct forms, which I filled in and returned. They kindly sent me a letter to say they'd received the forms and gave the will & Death certificate back. In the meantime their system was down for 2 or 3 days and each time I called I was told there had been some issues with the post and I should wait to receive a letter. I received a letter which had another form in it to fill in that gave the bank details for the account we wanted my fathers bonds sent to, We sent this back in the free post envelope provided by NS&I.
I called last week to ask when the payment would be made and the operator who helped me said to expect payment within two weeks; I called again today 20.11 to be told that they have not received anything and they'd written me *another* letter today.
When I questioned this I was told they had never received the probate form, Which is odd as they asked me a security question that they could only validate my answer too if they had received the grant of probate I sent. I also have the letter from them which they thank me for sending form of probate and will/death certificate.
I was asked if I had sent the probate form back tracked, to which I answered I hadn't as they had provided a free post envelope : The operator said I should have sent it tracked. Genius. I asked about timescales on when the payment would be received and processed by then and was told that two weeks was the likely earliest date.
All in all I think NS&I have handled the whole situation VERY badly and the level of customer service during a difficult period and transaction has been appalling.”
