NS&I customers have raised concerns about being locked out of their accounts because of an error with the two-factor verification system.
Dr Phil Hammond (@drphilhammond) contacted NS&I over X after his mum had been locked out of her account. He cited a separate review from an unhappy customer, saying their experience was exactly the same as what had happened to his mum.
In that case, a cutomer had tried to make a withdrawal, and they were expecting a call as part of the two-step phone verification, but they never received one.
They said after a few attempts they received a notification to say their online and phone access had been suspended.
Dr Hammond, who also writes for Private Eye magazine under the pseudonym ‘MD’, said of his mum’s experience: “She was told to apply for a temporary password, which arrived and doesn’t work.
“I’m absolutely certain we filled in the correct number and new password. We contacted the NS&I helpline and they have no idea what to do next.”
The provider asked what the date was on the letter with the new password, and the cusomter had tried to reset the password online while the letter was in transit.
Dr Hammond said: “I don’t know. She has now been sent three temporary password request forms in the post, all dated differently, and we returned one to get the password that doesn’t work.
“We have just filled in and sent off another that we downloaded online. But we are not expecting success.”
NS&I then said it’s important not to try and reset the password online while the letter is on its way. The group explained: “If the ‘forgotten password’ button is clicked on the website with a password in transit, it will suspend the password before it arrives.”
Another X user (@bexw66457915) replied to the conversation saying: “This sounds exactly like what I’m going through. And I’m getting nowhere.”
A previous administration error left many Premium Bonds customers confused as prize notifications were sent out three weeks into the month.
Several people contacted NS&I to report receiving the late messages with some concerned they were a scam.
The provider said: “We’re sorry due to a technical issue there was a delay in sending out the email notification. Your prize payout was not affected.”
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