NS&I responds as Premium Bonds saver struggles to access old Bonds | Personal Finance | Finance

NS&I has issued guidance on how to access your after a customer was struggling to access Bonds held under her maiden name.

The got in touch with the provider over social media site X to initially ask how she could track down a lost Bond holder’s number.

In response, NS&I first asked her if she was registered for the online and phone service.

The customer said: “No. It’s an old Bond in my maiden name. I had the bond number on my old phone on your app to check each month, but I’ve upgraded my phone and the number has gone.”

The savings giant replied: “In that case, you’ll need to run a trace using our dedicated tracing service. Once we find your account we will be in contact with you regarding the next steps.”

NS&I also sent her a link to this webpage with more information about tracking down lost investments.

There is an online tracing service as well as a form you can print off and send to NS&I to track down your lost savings.

Another option is to go through My Lost Account, a system you can use to trace old accounts with other providers, as well as with NS&I.

If a person wants to try and trace savings on behalf of another person, they will need to be legally entitled to do so, as a power of attorney or executor.

A man as he was having issues helping his dad access his account.

They kept getting an error message when they tried to authenticate their device and were being sent back to the login page.

NS&I suggested he could try using a different web browser but the man said he only had access to Google Chrome.

The provider further explained: “To log in online through our website, he will need to complete the required security on our trusted browsers.

“If he’s unable to log in online, please ask him to call us on 08085 007 007 so an advisor can log him in over the phone.”

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