Premium Bonds alert as customer can't buy through app - NS&I responds
They tried to purchase the Bonds through the app several times.
A Premium Bonds customer voiced their concerns as they couldn't purchase Bonds through the NS&I app despite several attempts.
The saver asked NS&I over X to improve the system to "make it easier in the NS&I app to buy Premium Bonds for my grandchildren."
They added: " You have stopped me several times from investing for my fam be cause of low 'contraction.' "
The provider responded to explain the system for buying Bonds. A representative said: "To clarify, you're unable to invest directly using our app.
"However, it does promote the option to pay in by bank transfer and gives clear information on the details you will need to enter into your online banking app.
"Could you clarify if the error shows on our app, or your bank's?"
The customer replied to say they had sorted the issue as they had found another way to buy more Bonds.
The savings provider is often contacted by customers who are struggling to use its system.
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Another saver recently got in touch as they had an issue with the one time passcode for logging in.
They queried why they had to be issued a one time passcode "every time logging in".
NS&I said in response: "If you are masking your IP address, changing your IP address, or your device shows a different location when you log in, it will prompt for an OTP each time as it's seen as differing information. This is for your security."
The customer expressed their frustration at this response. They said: "Of course it will show a different location if you're signing in from a phone.
"But it's the same from the same address. So let's have the option for authentication by email. It's not brain surgery."
NS&I further clarified the security rules for logging in. The group said: "To log into an account online, the correct security measures must be in place to verify your identity.
"This applies regardless of whether you wish to withdraw funds or not, just as it does for any banking or investment organization."
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