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National Savings statements etc

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moonraker

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National Savings statements etc Jul 1, 2020 7:52:35 GMT

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Post by moonraker on Jul 1, 2020 7:52:35 GMT

I started a thread yesterday about how call centres had responded to my various calls, though I'd come up against the NSandI warning of a delay in answering of 30 minutes plus. (I'd had problems logging on to my account and needed a new password.)

At 0700 this morning I managed to get through at once, but had one of those awkward situations where it was difficult to understand what the call-handler was saying. He asked me various security questions but couldn't grasp the name of my favourite (very British) childhood fictional character. Then he asked me the name of my university, only I hadn't attended one. (Trick question?) Good thing he didn't ask for my memorable phrase, which is in Latin. (Not that I'm any good with the language myself, having dismally failed O Level in it twice.)

Anyway, he finally cleared me and passed me through to a colleague, which entailed the phone going silent and then gurgling - it turned out that the colleague was having trouble with his headphones. Slightly to my surprise, he asked me to give him my new password over the phone. (Other organisations are inclined to give one a temporary password that needs to be changed within minutes of entering it.)

After we'd finished our conversation, I became paranoid and wondered if I'd been scammed, but then received a confirmatory email that looked as genuine as it could be. I successfully logged in to my account.

Looking at my paper files, I realised that it had no statement of closure for a Guaranteed Growth Bond that had matured in April - though it was listed in "Here are the statements we've already sent you by post".

I clicked on "Request duplicate statement by post", only to get the message that the statement had been "produced for a dematerialised account, therefore a duplicate cannot be requested. Please view the statement online in "Your Documents" - only it isn't there.

Rather than try to telephone NSandI again, I'll write to them by snailmail.

(Not complaining, just saying - someone else may have had the same situation.)

Greenwood2
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National Savings statements etc Jul 1, 2020 8:41:13 GMT

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Post by Greenwood2 on Jul 1, 2020 8:41:13 GMT

Jul 1, 2020 7:52:35 GMT moonraker said:

I started a thread yesterday about how call centres had responded to my various calls, though I'd come up against the NSandI warning of a delay in answering of 30 minutes plus. (I'd had problems logging on to my account and needed a new password.)

At 0700 this morning I managed to get through at once, but had one of those awkward situations where it was difficult to understand what the call-handler was saying. He asked me various security questions but couldn't grasp the name of my favourite (very British) childhood fictional character. Then he asked me the name of my university, only I hadn't attended one. (Trick question?) Good thing he didn't ask for my memorable phrase, which is in Latin. (Not that I'm any good with the language myself, having dismally failed O Level in it twice.)

Anyway, he finally cleared me and passed me through to a colleague, which entailed the phone going silent and then gurgling - it turned out that the colleague was having trouble with his headphones. Slightly to my surprise, he asked me to give him my new password over the phone. (Other organisations are inclined to give one a temporary password that needs to be changed within minutes of entering it.)

After we'd finished our conversation, I became paranoid and wondered if I'd been scammed, but then received a confirmatory email that looked as genuine as it could be. I successfully logged in to my account.

Looking at my paper files, I realised that it had no statement of closure for a Guaranteed Growth Bond that had matured in April - though it was listed in "Here are the statements we've already sent you by post".

I clicked on "Request duplicate statement by post", only to get the message that the statement had been "produced for a dematerialised account, therefore a duplicate cannot be requested. Please view the statement online in "Your Documents" - only it isn't there.

Rather than try to telephone NSandI again, I'll write to them by snailmail.

(Not complaining, just saying - someone else may have had the same situation.)

Had to write to them a fortnight ago after calling, waiting etc, to be told it needed a signature and I would have to write in. No reply yet (or update on the online account), so don't hold your breath.

Last Edit: Jul 1, 2020 8:41:50 GMT by Greenwood2

moonraker Posts: 490 Likes: 250	National Savings statements etc Jul 1, 2020 8:55:19 GMT Quote Select Post Deselect Post Link to Post Back to Top Post by moonraker on Jul 1, 2020 8:55:19 GMT Reassuring to know that I'm not the only one to find the process painful. Though the first call-centre guy sounded as if he'd originated from an area a long way south of Scotland.

slippery
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National Savings statements etc Jul 1, 2020 17:03:08 GMT

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Post by slippery on Jul 1, 2020 17:03:08 GMT

I had to phone them a while ago (preCOVID) to get my premium bonds linked to my other NS&I products. After going through the kind of security checks I expected, I was then asked for my full password so that the operator could log in .... felt like I was in one of those anti-fraud ads where the phone operator/fraudster looks up at the camera with a conspiratorial smile and says "See what I did there?" But after initially demurring and being assured it was the only way to get the accounts linked I crumbled. Nervously checked in quite frequently over the next few days, pleased to say the premium bonds appeared and nothing disappeared (to date!

). But it did make me think there is something very wrong with their systems.

moonraker Posts: 490 Likes: 250	National Savings statements etc Jul 1, 2020 20:05:59 GMT Quote Select Post Deselect Post Link to Post Back to Top Post by moonraker on Jul 1, 2020 20:05:59 GMT Especially when other organisations assure us that they will never ask for our passwords.

p2pete
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National Savings statements etc Jul 2, 2020 5:38:19 GMT

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Post by p2pete on Jul 2, 2020 5:38:19 GMT

Jul 1, 2020 20:05:59 GMT moonraker said:

Especially when other organisations assure us that they will never ask for our passwords.

Even the ones that promise never to do it still ask for full internet passwords. I've twice been asked by Santander. I refused and was put through to a manger who conceded I only had to give 3 digits.

Greenwood2
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National Savings statements etc Jul 2, 2020 6:38:35 GMT

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Post by Greenwood2 on Jul 2, 2020 6:38:35 GMT

Jul 1, 2020 17:03:08 GMT slippery said:

I had to phone them a while ago (preCOVID) to get my premium bonds linked to my other NS&I products. After going through the kind of security checks I expected, I was then asked for my full password so that the operator could log in .... felt like I was in one of those anti-fraud ads where the phone operator/fraudster looks up at the camera with a conspiratorial smile and says "See what I did there?" But after initially demurring and being assured it was the only way to get the accounts linked I crumbled. Nervously checked in quite frequently over the next few days, pleased to say the premium bonds appeared and nothing disappeared (to date!

). But it did make me think there is something very wrong with their systems.

Only asked me for 3 digits of the password (for exactly the same thing), although in the end they couldn't do it over the phone as the PB account was too old!

slippery Member of DD Central Posts: 83 Likes: 61	National Savings statements etc Jul 3, 2020 11:27:16 GMT Quote Select Post Deselect Post Link to Post Back to Top Post by slippery on Jul 3, 2020 11:27:16 GMT A handful of mine were bought when I was a baby so my account is (a little over ) half a century old so maybe that was the problem.

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