“Truly appalling customer service. Nobody you speak to seems to know what they're doing, or care about your outcome as a customer. Their processes are clunky, and simply not fit for purpose.
I'm sure the experience is fine if you just set up an account online and can log-in to deposit & withdraw without any problems, but if you ever have to call them for anything you will be left regretting trusting NS&I with your money.
This is the second time I've had an experience like this with NS&I. I thought the first was a one-off, but having had the same again I can see why there”
“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.”
