Premium Bonds frustration as veteran customer has to send letter by 'snail mail' post
They also had an issue with their Income Bonds.
A Premium Bonds customer has hit out at the antiquated system for verifying ID as they had to send a letter in the post.
The saver contacted NS&I over X to voice their frustration. They said: "I've just got off the phone with you trying to set up a bank account so Premium Bonds can be paid direct to my account.
"Apparently I can't without sending proof of ID via snail mail. Are you serious? This is not the 19th century, no-one does anything by post now."
A representative of NS&I responded to explain how the rules work. They said: "We will always try to verify your identify ourselves electronically.
"However, in situations we cannot complete this verification, we'd require you to post your evidence of identity to NS&I, Sunderland SR43 2SB.
"We understand that this may seem intrusive, but we are complying with our legal obligations in line with other financial institutions."
The customer spoke of their frustration as they were able to access other services without sending letters in the post.
They said: "I managed to use the Government website to prove my identity for a veterans ID card without having to send anything by post.
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"I've set up other financial accounts without sending anything by post. I also want to add Income Bonds, but won't be able to now."
Another unhappy customer recently contacted the provider as they were struggling to cash in their Bonds despite making many attempts to do so.
The issue related to a glitch where each time the customer tried to process a payment, the NS&I website said they had pressed the back button and their data was cleared.
The customer said: "They've known about this issue for years and still done nothing about it. Today, 20 attempts to withdraw.
"Four different browsers, three PCs, an iPhone and iPad all with same result.
"Now a complaint raised and I have to call back in the morning as the account has been locked by them. OAP trying to pay energy bill from savings."
NS&I said in response: "We're sorry to hear of the difficulties you've had when attempting to withdraw.
"From the error described, it may be due to a browser or network connection issue."
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