NS&I warns Premium Bonds players 'you need to call us' after 'technical issue'

NS&I has broken its silence over a "technical issue" meaning Premium Bonds players are struggling to get into their accounts. NS&I has reached out to customers who are locked out amid the ongoing Cost of Living crisis, days after the latest Premium Bonds winners were confirmed.

One Bonds holder asked on Twitter/X: "my mum brought premium bonds 2 weeks ago and has not been able to log in online. It goes through all the security and then we get account already exists. User with email (premium bond number) @worldline.com already exists how do you want to continue. Help please."

In reply, NS&I, which is backed by the Treasury, wrote: "Hello - this is a technical issue we're aware of an our technical team are working to fix the issue as soon as possible. If you mother can call us on 08085 007 007 an advisor can take her details and pass them on to the team. Lacey."

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In response, days later, the Bonds holder reached out to the financial provider again and said: "Hello, is there an update on this issue as we still can not get in.." NS&I responded: "Hello, thanks for getting in touch. Are you experiencing the same error as before? Lex"

NS&I said: "To see if there's been an update, you will need to call us on 08085 007007. Our Facebook / Twitter / Email / Webchat channels can only answer general questions about NS&I products and services. Nathan."

The customer told the service: "Thank you, we have already spoken to the customer service team and they have said they are going to email the back office. Customer services seem totally unaware there is an issue which is concerning."

"Same for me, made an account 3 weeks ago, haven't been able to log in once, they have been working on this "issue" for over 3 weeks yet no fix... Unbelievable.," another raged.

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