Why has my wife’s NS&I account been suspended?

P.C. writes: A few months ago, my wife attempted to log on to her online premium bonds account with National Savings & Investments. A message said that her account had been suspended, and it gave a number she should call. Despite numerous attempts, it was impossible to get an answer. We have written, but have received only useless replies – for example, log on and change your password, which is the very thing that is impossible. I even received an email thanking me for advising NS&I of my wife’s change of address, something which has not happened.

ANNOYINGLY, you found that your wife’s bonds had won £100 which she had not received. And it did not help to be told falsely that your wife had changed her address. Its response email suggested the issue was closed, with the warning ‘not to reply to this email since it will not be answered’.

I asked staff at NS&I to investigate and they found that the problem goes back to 2017, when your wife registered online. She was sent a temporary password allowing her to choose a password of her own, but she never followed this through. Then in 2018, when she tried to log on, she failed the security questions. A new temporary password was sent, but again she did not use it and it expired.

NS&I staff have now telephoned and talked to you both. After verifying your identity, they are now sending a new temporary password and they have explained how to use this so your wife can access her account again.