An NS&I customer has vented their frustration after they had issues with the security system when changing their bank details.
The saver contacted the Premium Bonds provider over X to say: “Tried to change bank details.
“Before I could even read the page for a code, your company was calling me to verify.
“There was crucial information I didn’t see because of the phone call which I can’t hear anyway. Ridiculous way to confirm security details.”
A representative of NS&I responded to explain how the system works.
They said: “When a security call comes through, you can still accept the call and return to the page to see the security code.
“Regarding not being able to hear anything, could you clarify whether the call was completely silent or just quiet?”
The customer responded: “I didn’t answer it because I’m hearing impaired. The problem is that you don’t get very long to read the page and note down the verification code.
“It would be much better for the customer to request the call. Not for it to ring automatically.”
NS&I apologised for the issue and asked the individual to send them a direct message so they could look into the issue further.
Another frustrated person recently got in touch with NS&I as their wife was struggling to cash in her Bonds.
He said: “My wife would like to cash in her Bonds worth £1,100 she needs the money but we were given just two options, online or by filling a form by post.
“She’s 69 and had difficulties why can’t we do it by phone, our numerous attempts by phone has failed, any help on offer.”
NS&I said in response: “Of course you can do this by phone, we have advisors ready and available for you. If your wife is registered for the Online and Phone service we will be able log her in and complete the withdrawal with her.”
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