NS&I urges Premium Bonds check as customers report 'suspended account'

One customer was concerned to lose access to their account as they had just moved house

An NS&I customer was very concerned to find their account had been suspended. The saver reached out to the Premium Bonds provider over X, expressing their concern by saying: "Got my account suspended for entering my security questions wrong five times."

They added: "How do I know where the letter will be sent? I'm worried as I just moved house. How do I sort?" An account can be suspended from online and phone access if too many incorrect login attempts are made.

In response, NS&I advised: "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."

A message on the NS&I website for customers whose account has been suspended accounts reads: "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."

Another saver recently contacted NS&I after being blocked from accessing their account. They explained 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 instance, NS&I encouraged the customer to send them a direct message with more details about their online login issue. Each £1 Premium Bond enters the monthly prize draw at the start of each month, with an equal chance of winning a prize.

Prizes vary from £25 up to £1 million, 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.