A Premium Bonds saver was unable to cash in their savings because of a technical glitch when they were tring to finalise the transaction.
The customer got in touch with NS&I over X to say: “The chat button has been positioned in such a way that you cannot click the confirm button when cashing out. Please amend.”
They shared a screengrab of a web form on the NS&I website entitled ‘Take money out’. The page had a space to put in the amount being cashed in, who to pay to and an option to defer the payment until the next prize draw.
But an orange button in the bottom right hand corner, to proceed with the payment, was covered by a blue circular button for the chat.
An NS&I representative responded to say the provider was aware of the technical issue.
They said: “This is an issue we’re aware of and are looking into implementing a fix for.
“We understand that it only occurs on some devices, could you try using a different device to see if the issue persists?”
Premium Bonds savers can cash in their Bonds at any time. Another unhappy customer recently got in touch as they were struggling to cash in their Bonds.
They said: “Your website is hopeless! Trying to cash out my Premium Bonds and your website is insufferable, with all manner of error messages in just two minutes, and I having to log in four times because it thinks I have pressed the back button when I haven’t?!”
The saver sent over other several screenshots of error messages, pointing to one message they had had three times.
NS&I said in response: “We’re sorry to hear you’re having difficulty accessing your account.
“As you are being shown multiple different error messages when you attempt to login, please call us free on 08085 007 007. An advisor can take report of your account and raise an incident with our technical team.”
Savers thinking of cashing in their Bonds may want to consider that this will reduce their chances of winning a prize in the monthly draw, as the more Bonds you have, the better your chances of taking home a prize.
People often reinvest their winnings in buying more Bonds to increase their chances of winning again.
For the latest personal finance news, follow us on Twitter at @ExpressMoney_.
