An NS&I customer expressed deep concern after their account was unexpectedly suspended. The worried saver contacted the Premium Bonds provider over X: “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?” NS&I may suspend an account for online and phone access if there are several incorrect login attempts.
Offering assistance to the saver, NS&I stated: “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.”
Additionally, NS&I provides guidance for those with suspended accounts on its website: “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.” In a similar case recently, another saver reported difficulties in accessing their NS&I 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 information about their online login problem. Each £1 Premium Bond enters the monthly prize draw at the beginning of each month, with an equal opportunity of winning a prize.
Prizes range from £25 up to £1million, and each saver can hold up to £50,000 in Bonds. The current prize fund rate is 4.4 percent, with the odds of winning for each Bond standing at 21,000 to one.