Premium Bonds warning over 'delays' in buying Bonds as document 'not on list'

One customer had been waiting weeks for their purchase to go through

Premium Bonds savers have been put on alert over a problem that might cause setbacks in the processing of Bonds purchases. A concerned customer reached out as they were having difficulties in purchasing Bonds for their granddaughter.

They wanted to arrange for their son to look after the funds on behalf of their granddaughter. The customer expressed dissatisfaction over X, noting they had submitted "all requested info" along with a cheque three weeks prior. They started that the cheque was cashed on September 24, but they hadn't received any updates.

They also mentioned having provided copies of their son's and granddaughter's passports, proof of residence, and a utility bill copy. NS&I responded by stating: "The delay in our response may be caused by needing to post communication overseas.

"For those living abroad, acceptable proof of address includes: A certified copy of your current, valid overseas driving licence providing it shows your address. A certified copy of a bank statement issued within the last three months."

NS&I further clarified: "Considering the timeframe mentioned and that you have provided a utility bill, the application would have been rejected and a refund will be issued on the 21st day following the application. If you wish to reapply, please provide one of the above for proof of address."

The individual added that they had phoned NS&I regarding the issue. They said they were informed that since the cheque had been cashed, "the application is being processed and a letter would have been sent out".

The customer further explained the problem, stating: "I was told that if it hasn’t been received by the end of next week my son should ring to find out where in the system it is." Replying again, NS&I clarified: "They are correct in saying if the cheque was cashed, the application is being processed/has been processed, and that a reply letter would have been sent out." However, the group noted: "However, as you provided a utility bill, the evidence of address will be rejected due to it not being on the list of required documents for overseas customers."

NS&I pointed out that since the cheque was cashed on September 24, the deadline for approving the evidence of address is October 15. They elaborated: "If we are unable to receive and process the required documents by this date, the application will be rejected and a refund will be issued."

"At this point, if you wish to reapply, you can do so using the required evidence of address." The provider added that should this happen, reapplication is possible but must include the necessary evidence of address. NS&I also advised that the son may need to act. NS&I outlined the procedure as follows: "We would write out to your son asking for a document to prove the child's identity.

"Please ask him to provide a document listed on the page linked below, along with his and the child's full name, date of birth, and address. Please also ask him to provide a cover letter detailing that you have bought some Bonds for the child and that he hasn't received anything since the application was made. Once received, as long as the document matches the criteria detailed in the link below, and we receive it before the deadline, we will send him a Bond record with a holder's number he can use to register the account to be managed online."

NS&I also provided a link to a webpage with information about what documents to provide to prove your identity. The group added: "If the deadline passes before then, the funds will be returned to the original source of funds and you can re apply if you wish to do so. Please note, if your son were to apply online instead of the Bonds being applied for by post, your son will be able to upload the documentation online, instead of having to post it to us at NS&I Sunderland, SR43 2SB - making these delays less likely when trying to set up the account."