Service Fail x 5 at least
Relative to the initial comment I would add that ATOS really dont give A Toss. Unless one has suffered a financial loss there doesnt appear to
be any way to get a complaint registered regarding the appalling service against NSandI without writing to my MP. Their record of complaints only seems
to relate to Credit cards??
My complaint is regarding the 2FA system which appears to have been rolled out without NS&I telling customers in advance. It is regarding Premium Bonds.
I have a registered account but have not had reason to log in since 2015. Whilst initially I felt may faculties were failing (Password incorrect)
I am now certain my password was correct.
What I should have known is that the make up of the ....password password Password Password123 Password 123@ or as per the current guidance
with the new temp password ( received 11 days later, so outside the over optimistic 5 Working days ) p9A?s>S&~W?0#r@D at least!!!
Trips easily of the tongue eh and be sure not to write it down! .... has been changed on their system so my password from 2015 "password4" whilst
not incorrect was no longer accepted by their system.
So, received the temp password and eager to buy some more bonds before the end of the month proceed to log in order to initially change the password.
Service fail 2
After input it verifies me by asking me to confirm my telephone number. The number appears correct with 2 digits showing as asterisk.
OK I press continue and get a red warning Telephone number must be completed.
Fine I go back ( using their arrow!!) and try and delete the number or amend it to no avail. So I try the other option which is to say the number is incorrect
so I try that thinking I will then just enter the same number again.
That is no use you have to phone and presumably wait ages then go through security so I gave up and just replied to ongoing request to get them to register a service complaint.
Service fail 3
You will need to call us to have the phone number is mandatory issue resolved. Quite simply your phone number will be recorded on our end without the country code, this will
need to be added to fix the issue. Oh silly me had anyone ever mentioned that before?
The rest of the email convinces me I am getting replied from a AI bot
"To look into your complaint, please reply to this email with your full address and telephone number.
Please be aware that we are unable to open attachments and we do not have access to accounts software. This means we are unable to view your account and are therefore unable to retrieve these details using account numbers, NS&I numbers or by any other means.
Failure to provide the requested details to us may cause delays in complaint resolution or in some cases, closure without resolution."
Still not re registered but still got my bonds bought just sending off the money and quoting bond holders number. So didnt need all that hassle.
Hope it gets it sorted before I need to cash any in.
Biting the hand that feeds IT
