NS&I Avaliações 10.901

Very bad service from Tracey and terrible online system. Put your money elsewhere

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Ive given a four star rating as NSI should do more to address issues with Premium Bonds. A publicity campaign would help to highlight the various downloads and the fact you dont need to log on or speak to an adviser to cash in bonds. An online form allows a holder to bypass the log on system. The form also allows you to select which bonds you want to cash in. I opted to withdraw £50, £100 and £1000 from different bonds, submitted online, it went through perfectly and was in the account in two days.

NSI should print in the papers at least once a year all unclaimed prizes over £1k. I know these are available on the NSI website and at main post offices but many holders are not aware of this and some older users are unable to use the website anyway.

Many years ago MSE had a campaign to match unclaimed bonds with their rightful owner, more publicity like this would go a long way to restore faith in PBs.

Hopeless. They use A.I. to answer the phone. Don't waste your time trying to have a conversation: just say immediately 'I need to speak to a customer service operative'. You'll then be kept in a 10-minute queue before being connected to someone who can't speak English and sounds like a robot. At every stage I strongly suggest you take charge of the conversation, or you'll be sent down numerous rabbit holes and end up tearing your hair out.

Imbecilic website that leaves the consumer going round in circles and it fails on logic alone.

3rd grade staff. The one I spoke to didn't even know what was on the website and finally admitted it! 3 times I had to explain the problems I was having before he could even begin to understand his intelligence level seemed so low.

No complaints department! No suprise there.

Then I found out online NS&I is so ecandal ridden and incompetent the last CEO had to resign!!

Very good service from NS&I top marks! Brill! :-)

The phone service is absolutely useless. I have tried to ring on several occasions and the AI says it will put you through to a live agent (after it had hung up on me one prior occasion!) but the line just goes silent. Same issue over multiple days.

My father died recently and as the executor I have been closing all of his savings accounts. NS&I are by far the worst. Other savings organisations paid out the money within a couple of weeks of submitting a request with the grant of probate. NS&I still have not paid out and when I phoned today to check on progress I was told it would be another 6 weeks before they look at the application. This really is poor service given that relatives dealing with a bereavement are under a lot of stress and dealing with multiple issues. They really need to employ some more staff and sort this out.

Dreadful. Existing customer, tried to open another account, what a shambles got to the last. page then it defaults back to login. No help ,only a robot voice asking the same question over and over. At one point it asks for tax details then snags this by a red message saying that these are not needed, delete these then proceed ,guess what? tax details not filled in ,round again we go.
I had to give up . Utter shambles, the web site is so poor a school kid could do better. Another 2 hours wasted with this farrago. AVOID

My dad passed away and my mum who has terminal cancer has been waiting two months now to get his 50 thousand pounds paid to her. They have all the probate and death certificates, it's disgusting they have been taking so long to pay his premium bonds out. She is relying on that money to pay for health and bills. She phoned to chase and they said it won't be long that was a month ago now. There should be laws in place, this is a government scheme.

Administratively difficult and deliberately different from other financial institutions. Just more bother than they're worth.

Love the idea of premium bonds and as long as you don’t try to use the making changes on the website it’s good. But the website keeps logging out with a ‘sorry’ notice so in the end you end up spending loads of time phoning up and answering lots of questions before the simplest things can be done. Website is a total waste of time.

I could give zero stars, I would. This is easily the most incompetent company I have ever had the misfortune of dealing with. I have tried to close my account three separate times, and every single time, I was lied to and told it was done, only to find out it’s still open.
The "support" staff are not only useless but actively rude. It’s hard to take a financial institution seriously when the person on the other end of the line is shouting over barking dogs in what sounds like a chaotic living room. It is unprofessional, frustrating, and frankly, suspicious. They clearly have no control over their processes or their staff. Avoid this headache at all costs—they will hold your account hostage indefinitely.

Over a few days my wife had problems accessing her account, but to cut to the chase, she managed to speak to Moussa who solved her issues relatively quickly, and in a friendly and professional manner.Full marks to him.

NS&I has just bungled a deposit which I will now have to chase. Oh dear. Someone didn't read the deposit form properly.

UPDATE: Having chased this issue with NS&I, it is apparent that their filing system is error-prone: dropping two decimal places in this instance. The issue was resolved swiftly once this complaint has been received.

Asked me for feedback before I had even done anything and then logged me out before I had made any kind of transaction. Online system needs serious attention, but I see this has been commented on for years with no improvement.

I still have my original paper work for tickets bought, not to hand so cannot tell you the year of purchase, only that it was a very long time ago!. For the first 5 years I did get emails from NS&I, then they stopped, I didn't notice at first, it took time to realize that my email box had not had any contact from them, I still do not know why they stopped contact. I need to tell them that I've changed my home address, I moved her in 2017, my biggest problem is that I'm too deaf to telephone them, I rely on lipreading, I do not own a new smartphone so cannot download text to talk app, so here I am, complaining on a public platform, hoping that they will notice, and contact me, I still have access to my old email address. The main issue, for me, is that I have no way of checking my account, my password stopped working years ago, I did not change so who did?, unless I can check my account, I will not know if my numbers ever came up?!. Rant over, long wait for a response from them follows.

Generous with three stars, prefer not to comment further.