Premium Bonds never arrived

I was emailed the wrong forms by National Savings & Investments but, not knowing what they were, I filled them in for £100 worth of Premium Bonds for each of my three grandchildren.

Naturally, as they were the wrong forms, the Premium Bonds did not arrive at the children’s house.

I contacted NS& I many times requesting a refund because of its error. After six weeks of hassle I received a £200 credit in my bank account. Now, 13 weeks down the line and after many more phone calls, I am still £100 short.

Each phone call receives the same answer. This is that it regrets the delay and that someone will certainly ring back later. Of course they never do. JL, WALES

Many readers complain that the financial institutions that are keen to take their money are less willing to answer legitimate questions.

Confusion arose as there are also Children’s Bonds, a product you did not know about.

It was forms for these that were emailed to you and NS&I twigged only in your subsequent calls that it was Premium Bonds you wanted.

NS&I, having listened to the original call, disagrees with your assertion that you asked for forms for children’s Premium Bonds.

Unpicking the muddle proved irksome, particularly over the retrieval of the last £100.

Now it turns out that the money had been paid into your account but you had not been told this.

NS&I apologised for being unable to assist you with your inquiry several times and said it was also disappointed to learn that you did not receive a promised telephone call back.

The organisation has assured you that it has a process in place to monitor the performance of staff members.

Calls have been reviewed and feedback has been sent to the relevant managers to ensure that any training issues will be addressed.

You have been paid £150 for goodwill.