NS&I slammed over Premium Bonds denial and customers say 'just leave it'

NS&I has come under fire after Premium Bonds customers were locked out of accounts - and they fume: "Just leave it." NS&I was slammed after elderly pensioners were unable to access online accounts amid the ongoing monthly Premium Bonds draws.

A Twitter/X user said: "@nsandihelp I cannot log in to my account with my father. He is 77yr old and really struggling. 3 times I have gone through the whole "authenticating device log in" and even changed password. Nothing works."

NS&I reached out through its helpline on social media and said: "Thank you for getting in touch. We're sorry to hear your father is having issues accessing his online account. Are you able to confirm please what happens after we attempt to authenticate his device such as any error messages being present perhaps? Hanifi"

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"Nothing happens, it just goes back to asking for log in details," the customer said. "Are you using a PC/Laptop or a mobile device to log in with? Brandon," NS&I, which is backed by the Treasury, then asked before the customer explained: "Tablet."

"Thank you, are you using an Apple iPhone device? Brandon," they asked. The customer explained: "No. Android tablet." NS&I said: "OK. Have you tried using a different browser through that device? The current one will be disrupting our secure website. Brandon."

The customer said: "He doesn't have one. Just Google chrome. All he wants is to see what the message is that was sent to him, he received an e mail which takes him weeks to figure out how to open, just fornit to tell him he has to log in to an account. He's a retired bricklayer with no interest or skills with a computer, tablet or mobile."

NS&I said:: "On his Android Tablet there should be an option to download a different browser by going into the Google Play Store. Has he tried this? Isabella." The customer said: "I know it's not your fault personally, but your getting the stick for it. The man just feels angry, annoyed, upset, frustrated and let down. All he wants to do is read a message YOU sent to him, yet he has to prove who HE is!?! Crazy.

"Tell you what, lets just leave it. The man is 77, useless with technology and has been 'forced' into having an online account that for some reason is harder to get into than Fort Knox. A whole generation of people are getting pushed aside by 'modernisation'."