A Premium Bonds customer has been frustrated in his efforts to secure his unclaimed prizes from NS&I.
The man first contacted the group’s customer service over X on January 8 to enquire about his missing money.
But now over a month later, he is still missing funds from four separate monthly draws.
He said in his first message to the provider: “I haven’t received my winnings from the last prize draw in January. When will this be paid?”
He went on to explain he is paid his prizes directly into his bank account, with the provider then responding: “We pay prizes on the seventh working day of the prize month. You will receive this on Jan 10.”
But the promised funds seemingly never arrived, with the customer telling the group on January 23: “I never received anything. Please follow this up.”
The provider then directed them to call the group on their phone helpline to resolve the issue as the X channel “can only answer general questions”.
Unfortunately, the customer didn’t have any more luck with this, writing again on January 9: “This number is useless! I cannot get to speak with anyone and I’ve unpaid prize money for November, December, January and February.
“Please give me a number so I can speak with an actual person!”
In the latest response, the provider directed them again to the phone service, saying: “When you call, you will be connected with our virtual assistant. Just ask to speak with an operator and it will put you through to someone who can help.”
Another customer recently contacted the group over X after being constantly cut off when they tried to use the phone service.
They claimed: “Are you aware that when people are calling today, they are just being cut off? I’ve made seven calls and not managed to speak to anyone yet.”
NS&I said they had checked the telephone lines and they were working as normal, and then asked where exactly in the UK the person was calling from.
In this case, they directed the customer to try calling on the group’s other number +44 1772 329880. They added: “This is overseas number but it will connect you to the same department.”
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