NS&I issues Premium Bonds warning and says 'you do need to call us'

A Premium Bonds customer has been left raging as he hit out at National Savings and Investments (NS&I) over its "discriminatory" security process while trying to access his account. The Twitter/X user spoke out on social media.

The frustrated man contacted the Premium Bonds provider over X to ask: "Why have you locked me out of my account by requiring me to input a code you've sent by text? There is no cell coverage where I live, I cannot receive text messages.

"What is the explanation? What steps are you taking to resolve this?" NS&I said: "Hello Seth. I'm sorry to learn that you are having issues accessing your account online. Are you referring to our two factor authentication process where we need to send you a one time password? Adam."

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"This is part of our two factor authentication process which was added to increase security on our customer's accounts. Do you have a mobile or landline device which would be able to receive the one time password? Adam," he added.

The Twitter user fumed: "This is astonishingly unhelpful and discriminative for people who live in rural areas. I have a landline. Please advise." NS&I said: "A landline can be used to receive the one time passcode, however, it is a call instead and not a text.

"To add your landline number, please call us on 08085 007007. Nathan." They responded: "Is calling you the only way to add my landline for 2fa? Why can this not be done online?" NS&I said: "To add a phone number to an account, you do need to call us. Nathan."

Seth responded: "Why? This is so unhelpful. " If you cannot receive text messages please waste your time by calling us via a call centre in India"." They went on: "Well done. Dreadful."