An NS&I customer was distressed to find their account had been suspended.
The saver contacted the Premium Bonds provider over X to highlight their concern. They said: “Got my account suspended for entering my security questions wrong five times.
“How do I know where the letter will be sent? I’m worried as I just moved house. How do I sort?”
An account can be suspended from online and phone access if you make too many attempts to login, using the wrong details such as an incorrect confirmation code.
Responding to the customer, NS&I said: “If you’re unsure whether you have updated your address on your NS&I account, you can check this by calling us.
“Please call us free on 08085 007 007 and an advisor can check whether we have your current or previous address on our records.”
A message on the NS&I website that appears if you’re account has been suspended reads: “You can submit an online form to recover your account.
“You’ll need your account or holder’s number to hand, as well as the type of account you hold with us. We’ll then post your details to you, which can take up to 10 days.”
Another saver recently reached out to NS&I as they had been blocked from accessing their account.
They said over X: “I have been locked out of my account due to problems with my secure phone I am in Thailand and am having trouble with the number you asked me to call.”
In this case, NS&I urged the customer to send them a direct message with more details about the problem they were having logging in online.
Each £1 Premium Bond goes into the monthly prize draw at the start of each month, with an equal chance of winning a prize.
Prizes range from £25 up to £1million, and each saver can hold up to £50,000 in Bonds.
The prize fund rate is currently 4.4 percent, with the odds of winning for each Bond at 21,000 to one.
