Premium Bonds customer fumes as they can’t cash in Bonds despite several calls to NS&I | Personal Finance | Finance

A Premium Bonds customer was frustrated in their efforts to cash in their Bonds despite making several phone calls to try and sort out the issue.

X user @BettyBoo_lfc sent a message to provider NS&I to complain about the issue. They said: “Having issue where can’t cash in Premium Bonds online or over the phone – got to use an online form and says will take eight working days!?! This is totally unacceptable.”

The group replied to clarify the process with the online form. A representative said: “If you have completed an online form it can take up to eight working days but that is at most. So we can try to advise you further could you explain why you were told it cannot be done over the phone?”

The customer said they weren’t able to do the transaction over the phone because of “system issues”. They added: “I spoke to three different (all very nice) people none of whom could make it work. Very frustrating.”

NS&I said they were not experiencing any general problems with their systems so the issue would be specific to the customer’s account.

The provider then asked the customer if any of the phone operators they spoke to had said what they would do to try and fix the problem.

The customer replied: “Just that they would raise the issue and I would have to use the download form to access my cash.”

NS&I urged the customer to fill in the online form so the money could be withdrawn “as soon as possible”. The group said: “In regards to errors online, please call us next week for an update.”

Another Premium Bonds customer decided to withdraw from the scheme entirely after winning nothing in six months.

X user Alf Bridge said in a tweet to NS&I: “Nothing for six months, yet used to have regular prizes every month. I’m going to withdraw the lot as I feel something is amiss.”

A representative from NS&I said in response: “I am sorry that you are unhappy the results of your investment.

“Please note that no matter how much you hold in Premium Bonds there is never a guarantee that you will win something. The investment is strictly luck based.”

Mr Bridge then asked the group if they have adjudicators to ensure each number goes into the draw. He also said: “I used to get regular small amounts. I’ll be withdrawing all my bonds and putting the money into a bank with good interest rates.”

The provider said in response: “On this channel we don’t have access to this information.”

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