“My wife and I live in Australia and started the process to redeem our bonds in July 2024. In the first instance we failed to provide enough information to redeem our bonds. We received a letter asking us to complete a form with specific information - we mailed the required form on 30 August 2024. We have heard nothing until today 18 October when we received a letter asking for exactly the same information as previously. We sent all the information again! During this lengthy wait we have received two customer surveys asking us “how the service was”. As we had not received any service it was not possible to answer. We hope that the letters we have sent have reached NS&I as there are two different return addresses. The return address in the letter is NS&I,Sunderland SR43 2SB and the return address on the back of the envelope is PO Box 1392, Sunderland SR43 2AA.
The NS&I service/non service is frustrating to say the least and inexcusable in a national business. I am hopeful that on this occasion we will be successful in redeeming our money.”
“Not such thing as random, but I guess they’re trying
Just remember, these numbers are not picked randomly as it is impossible for a computer to randomly pick numbers.
You just hope the people run this project are trustworthy and honest which is hard to find these days I know. And remember every time you don’t win, you are losing money an interest account you guaranteed that money each month so you are gambling.
Computers are often required to produce random numbers as they're useful for a host of tasks, from taking random samples of data to simulating the formation of galaxies. But computers produce these numbers using mathematical formulas, which means they aren't truly random.
Pick wisely and good luck”
“In order to recover my Money , my lawyer advised me to hire madacovi. c o cybersecurity website , it was suggested that I get in contact with M A D A C O V I . C O.I Would have lost £8,400 to this dishonest bank if not for the helped that i got from madacovi. co.”
“I sent a cheque for 2,000 pounds in Nov,2023 for Christmas present for two of my grandchildren,to this day no bonds have been issued or money refunded we are almost August 2024 .no good ringing them as most work from home and probably don't have the facility or the inclinations to motivate themselfs .”
“Tried to cash in premium bonds in the name of my deceased mother. Filled in numerous forms and made numerous telephone calls. Every contact told us to do different things. Goodness knows what you have to do to cash in bonds. This is disgraceful !!!!!”
“I forgot my password. I then gave all the details they needed over the phone. I then failed the security checks as I had the wrong address. ( the one they have on the system) now we have to do the form filling and sending. I am worried about this service. Could really do with some of the cash right now. Be careful people. It's not as they advertise”
“Absolutely awful customer service never get the same person and terrible response to emails. Wanted to cash in premium bonds. They didn't pay all the money back and can't get a proper answer from them. I would avoid at all costs investing with them.”
“Can computers randomly pick numbers, truthfully?
The answer is no! Computers are machines that follow rules, so they can only generate numbers that appear random, but are actually generated using mathematical formulas. These are called pseudo-random numbers. They're useful for things like simulations and games, but not for cryptography or security.”
“Called numerous times to get my bonds withdrawn i have cancer and need my money they as I’m not well and it’s difficult for me to speak , they seem to think it’s ok to keep ringing me back to answer questions like what bank I am with they clearly know what bank I am with . if I thought it was this bad I would never have put money in bonds”
“Listening to all of the reviews my faith is shaking with premium bonds and also we have a bunch of idiots running our government so I don’t trust them as they have been stealing money from us for a long time and premium bonds have idiot people like that operate on them, so I shall be taking my money and moving it to a high interest account guarantee in interest.”
“Truly appalling customer service. Nobody you speak to seems to know what they're doing, or care about your outcome as a customer. Their processes are clunky, and simply not fit for purpose.
I'm sure the experience is fine if you just set up an account online and can log-in to deposit & withdraw without any problems, but if you ever have to call them for anything you will be left regretting trusting NS&I with your money.
This is the second time I've had an experience like this with NS&I. I thought the first was a one-off, but having had the same again I can see why there”
“Opened an account with £750 in July 2019 and as of today April 2023 we still have no account details, nor anyone who we speak to who seems to care. Lloyds confirmed our bankers cheque was banked by NS&I in August 2019. Absolutely shambolic practice and organisation that will now be dealt with through legal channels.”
“Never before have I experience this level of incompetence and naivety from a financial company. They are in serious need of greater direction from the top.”
“Absolutely terrible, tried to take out my childrens bonds and my name doesn’t fit in the box so i cannot withdraw the money, why have a name letter limit but deny withdrawal when the name is changed or shortened? Spoke to a robot for an hour and put on hold for another hour, no help whatsoever as I was cut off before I could tell them the problem. Tried to use another account with a smaller name but was denied as it wasn’t linked to my original NS&I account.
Terrible website do not use.”
“I had a very bad experience with Ns&I, very bad and unresponsive customer care. They won't allow you to make withdrawal. It was a nightmare , to get my money out I had to get professionals on FINRECOVERYINC. COM to do the job, thanks to them so much because I would have been in so much debt of there was no way out.”
“NS&I have my late fathers premium bonds. Originally they sent me the wrong forms, Then they sent me the correct forms, which I filled in and returned. They kindly sent me a letter to say they'd received the forms and gave the will & Death certificate back. In the meantime their system was down for 2 or 3 days and each time I called I was told there had been some issues with the post and I should wait to receive a letter. I received a letter which had another form in it to fill in that gave the bank details for the account we wanted my fathers bonds sent to, We sent this back in the free post envelope provided by NS&I.
I called last week to ask when the payment would be made and the operator who helped me said to expect payment within two weeks; I called again today 20.11 to be told that they have not received anything and they'd written me *another* letter today.
When I questioned this I was told they had never received the probate form, Which is odd as they asked me a security question that they could only validate my answer too if they had received the grant of probate I sent. I also have the letter from them which they thank me for sending form of probate and will/death certificate.
I was asked if I had sent the probate form back tracked, to which I answered I hadn't as they had provided a free post envelope : The operator said I should have sent it tracked. Genius. I asked about timescales on when the payment would be received and processed by then and was told that two weeks was the likely earliest date.
All in all I think NS&I have handled the whole situation VERY badly and the level of customer service during a difficult period and transaction has been appalling.”
