A Premium Bonds customer has struggled to cash in £1,500 in Bonds despite repeatedly contacting provider NS&I about the issue.
X user Jennifer Foxcroft (fo98092) contacted NS&I over the social media website after trying to cash in £1,449 in Premium Bonds.
She claimed the funds were supposed to have arrived in her account by October 18 but the money had yet to arrived.
She said: “I phoned a few times and they said they had to recall the money and I had to wait 15 days for it to be back in my account. They can’t find it. Please help.”
The provider responded to ask her to call the group on 08085 007007 so an agent could look into the problem.
The customer said they had already tried this, saying: “I keep phoning them and they don’t help just say I have to wait for the money to come back. I am at my wits’ end here, £1,449 is a lot of money to lose.”
NS&I responded to urge her to call again. The group said: “All we can suggest is to call, on this channel we have no access to personal or account details to investigate this ourselves.”
One of the benefits of Premium Bonds is a person can cash them in at any time, allowing a person to access their funds if they need them without a penalty.
Several customers contacted NS&I last month over a separate error where people were sent out prize notifications three weeks after the October draw.
X user Dave Davies (@gripdave) asked NS&I: “Just had an email claiming to be from NS&I telling me I’ve won a prize which I thought was odd being middle of the month also asking to click on a link and enter my NS&I number. Can you confirm that it’s a scam?”
The provier said in reply: “We’re sorry due to a technical issue there was a delay in sending out the email notification. Your prize payout was not affected.”
The prize draw takes place at the start of the month with the list of big prize winners published on the first working day of the month.
Each monthly draw includes two jackpot prizes for £1million and several other large prizes for £100,000 and £50,000.
A person can increase their chances of winning by buying more Premium Bonds, although there are no guarantees of taking home a prize as winners are chosen completely at random each time.
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