NS&I Direct ISA Reviews

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Latest Reviews

★☆☆☆☆

“Arrogant and incompetent ”

Written on: 13/08/2014 by Alfredo299 (1 review written)

The worst customer service I have ever experienced. The level of arrogance is beyond belief and staff lack any form of professionalism which you would expect from a financial institution. The could not care attitude is totally unacceptable and staff seriously need re training before the business completely goes to the dogs. Between my wife, daughter and myself we had in the access of £100,000 invested with NS&i but following our customer service experience the full sum has been invested… Read Full Review

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★★★★☆

“Kitchen Design Lancashire Reviews”

Written on: 07/07/2014 by DanteWade103 (1 review written)

Take my advise and go with Kitchen Design Lancashire as you don't pay until you're happy and their prices are definitely the lowest around. Take my advise and go with Kitchen Design Lancashire as you don't pay until you're happy and their prices are definitely the lowest around. … Read Full Review

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★★☆☆☆

“Won't Speak To Me, They Have My £10k!”

Written on: 02/06/2014 by rachelf9610 (1 review written)

I am really frustrated as a new customer, I opened a premium bond account online, got the form through the post to sign, and returned it. I then heard nothing for a couple of weeks, and then got an email saying I had a secure message waiting for me, and that I should log on with the number that comes through the post.
The number never came, so I phoned them up. They claimed that neither of the account opening reference numbers were valid, and therefore refused to speak to me.

I phoned the… Read Full Review

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Elizabeth Stone's Response to rachelf9610's Review

Written on: 04/07/2014

Thanks for that information, in fact all the reviews are helpful to me as I was thinking of getting an ISA with NS&I but will not be doing it now. So thanks again, you have saved me a lot of pain.

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★☆☆☆☆

“One of the worst websites”

Written on: 26/05/2014 by Tia116 (1 review written)

One of the worst websites I have to deal with. Not designed for the customer, designed by somebody who knows all the internal NS&I jargon. The password system is extremely complicated but if you write all your passwords down (we are told not to write passwords down) it is just about useable. You fill in a page of information and you cannot proceed because there is only a "back" button at the bottom of the page - no help as to what you have done wrong. You send an email for assistance and… Read Full Review

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★★★★★

“Super quick, super efficient service!”

Written on: 26/04/2014 by Marieclaude (1 review written)

We sent the registration forms on 8th April, requested encashment of bonds on 17th, received our login details on 18th, logged in on 25th to check progress to find that the cash had been sent on 18th and was in our bank account on 22nd - all within 2 weeks! Well done all concerned the nice lady on the telephone… Read Full Review

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★☆☆☆☆

“These reviews are 100% correct!”

Written on: 19/04/2014 by CesarWoods (1 review written)

In reading other peoples experiences with this company i do not really need to say anything more. Just AVOID this firm at all costs. They are SO old fashioned, unhelpful and arrogant it beggars belief! Getting my money back, was virtually impossible (took months) but even more frustrating was their system if you forget your online password! You fill out the online form, push "forgot password" and expect a new one to be sent to your email inbox. Nothing was there, so I went through the… Read Full Review

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★☆☆☆☆

“Give me my money!”

Written on: 04/04/2014 by SterlingReeves (1 review written)

I have been unable to withdraw my money over the last week which is now impacting the purchase of my first house. When trying to withdraw my money I have been asked security questions which I have never set. For example - What is your first borns middle name? - I only have one son, and he has no middle name. Been told it will take up to another 5 days to resolve, but reading other reviews here I am not holding my breath… Read Full Review

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★☆☆☆☆

“Appalling Service”

Written on: 01/02/2014

Responses are generally via irrelevant templates, staff are rude, arrogant and dismissive. Frequent breaches of data protection (sending sensitive data to wrong addresses) are not rectified. They simply - from a service perspective - do not know what they are doing. Swathes of unqualified and uneducated masses staffing the Glasow support centre. AVOID, AVOID, AVOID. Put your money into a competent organisation… Read Full Review

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★☆☆☆☆

“Ridiculous. ”

Written on: 25/10/2013

I think it's quite frankly ridiculous that it can and will take you about a quarter of a year to see your money once you decide to cash in. Do not invest unless this is your plan, there are plenty of other companies that I have dealt with where you can receive your money almost instantly, this is not one of them and their 'system' of having to do everything by post is mind boggling in this day and age. Avoid, avoid, avoid… Read Full Review

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★☆☆☆☆

“Appalling service - premium bonds as difficult as possible”

Written on: 09/10/2013 by jamesb72 (2 reviews written)

NS&I service is appalling, buying premium bonds is like some kind of endurance challenge, can't be done online or by phone for children, so has to be done by post, post offices no longer hold forms, so downloaded forms to buy some more premium bonds for our son who already has some. A week later got a letter requesting proof of identity (he's a baby), a copy of birth certificate signed by a solicitor! Phoned and was told to send in original and it will be returned. Another week later I've… Read Full Review

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★☆☆☆☆

“Avoid NS&I”

Written on: 13/08/2013

I've been trying to gain access to full statements re my 3 children's bond accounts - been trying for the last 3 months. They cannot give me this information over the phone so had to write to register online (took a month) to find they only publish payments since last September since changeover. The online login is a complete joke too, taking around 10 minutes and several layers of security MI5 would be proud of. Last letter sent three weeks ago - and have sent emails, none of which have been… Read Full Review

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★☆☆☆☆

“Woeful service”

Written on: 24/07/2013

It is not often I find a company that seems this disinterested to provide a good service. Especially since their mandate is actually wanting your money whilst giving you a woeful interest rate in return. Our issue was that we could not access our account online and wanted to invest in some Premium Bonds having used up the poultry amount permitted for an ISA. We then found out the initial password we used did not work. So we called up to ask for a fresh one. This was after having to answer… Read Full Review

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★☆☆☆☆

“Cannot access my money!”

Written on: 18/07/2013 by Tigerbean (1 review written)

I have spent the past month trying to access the funds in my account. I used to have a cash ISA and the transferred it to Direct ISA. I want to close the account and transfer the money else where but they refuse to. I am still waiting for a password to be able to close the account. I have phoned, written and emailed and complained. I have spoken to the Financial Services Ombudsman and will be pursuing it through them. Unbelievably slow service, poor system, impossible to access money when… Read Full Review

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★☆☆☆☆

“I actually hate them”

Written on: 07/07/2013

Locked out of my account again despite having the correct password and cust number. I failed a question about where my unborn child was born! These people cannot accept I do not have any children so how will I know the name of the hospital?? the name of a Uni degree I do not have too! NSI are the worst for over the top security and poor customer service. Everything is still postal unless you just want to read what you have saved. Phone calls have excessive amounts of information taking up to… Read Full Review

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★☆☆☆☆

“Shockingly bad customer service”

Written on: 23/05/2013 by Miriam_harding (1 review written)

I bought my granddaughter a premium bond for Christmas. My husband and I live in Canada and had done our homework before coming home to the UK for the holidays. We had all the relevant documentation to prove we were UK citizens along with our Canadian ID. All checked and verified before we travelled. Went into post office and spoke at length to an employee about how the application needed to be filled out etc. went into post office in person and had the application checked by 2 post masters… Read Full Review

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★☆☆☆☆

“Dreadful Truly Dreadful”

Written on: 11/04/2013 by Barryjphillips (1 review written)

I was sent an email telling me I had good news and should log in to my Premium Bond account. I had forgotten my password and you are prompted to click a button requesting an auto-call from them. I did this over several days a good number of times and never received a call. I phoned their help line number at a guess 10 times and have never got through. Altogether truly dreadful… Read Full Review

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★☆☆☆☆

“Awful customer support, password issues”

Written on: 07/03/2013 by azz1844 (1 review written)

Issues with passwords, as others have had. Could not remember my password due to overly complicated password system, requested a temporary password some time ago. Didn't received anything after a month, so called to enquire. They apologised, and said they would send it out ASAP. I received two a week later, one after the other - no idea which to use other than trial and error. Unfortunately by the time I received it I was too busy to deal with it, and I let the time limit slip by. Requested… Read Full Review

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★☆☆☆☆

“NS&I appaling customer service, withholding funds,...”

Written on: 18/02/2013

terrible customer service regarding investment accounts. helpline useless won't give any information or even confirm that request to close account is being processed. Supposed to take 8 working days so far been 12 working days. Registered a formal complaint on feb 14th 2013 phoned me back promising to have transfer completed in time for the weekend beginning 16th Feb & asked me to retract complaint based on this. I was very happy to co-operate only to find that they did not bother to actually… Read Full Review

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Azz1844's Comment

Written on: 07/03/2013

Absolutely agreed with everything you said. They are appalling.

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Azz1844's Comment

Written on: 07/03/2013

May I ask to whom you complained?

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★☆☆☆☆

“Worst Online experience ever!”

Written on: 17/01/2013 by BestBaboon (1 review written)

NSandI website - I can barely bring myself to talk about it - would be funny if it wasn't so eye-poppingly infuriating. Customer service dreadful, all they ever offer to do is send out yet another temporary password to replace the one you just received that day and then froze your account with by not remembering the answer to one of a number of mandatory, ridiculous questions which, by the way, you'll need to make a note of alongside your (necessarily arbitrary - wait till you see the question… Read Full Review

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Mildcyclone's Response to BestBaboon's Review

Written on: 27/01/2013

I wish I knew this before dealing with them... the most frustrating experience ever... its been a month since a i have open the account and couldn't manage to login once... the last time i spoke to them the lady on the other end couldn't understand the answers and input wrong answers for three time and account locked. She said I will receive a form which I did after a week which had two options.. 1- if you have lost your password and the 2nd if you do not remember your NS&I number... so i ticked on password... yesterday I got the password and today I tried to login ... it went fine with the first screen...and then asked for a new password... now the most stupid password system they have... its really frustrating.. coz you have to say with in 6 to 8 digit limit and then you have to choose letters, and special characters as well.. don't get me wrong.. i am okay with the combo of different letters special characters but at least don't limit it to 6 to 8 digit.. anyways.. some how managed to get in and then it asked for security questions again which were wrong on the first place and that was the reason why i was sent a temporary password... so I called them... the lady asked the security questions and i said i do not remember and this was the reason why i got this password.. I think she was listening but she was not understanding .. so she kept asking for answers so I told her the answers which I thought I entered and when the account got locked after three tries which i knew would be happening....she said its locked and i will receive a form which i need to complete and send back to them and then they will send another password and then i will have to call them again and then they will do the rest.. what a stupid stupid stupidddddddddd system... why do they have to send me the form to let them know that i don't remember the password.. ... i just told her on the phone... and in fact she is the one who tried the sec answer and locked the acocunt... ahrrrrrrrrrrrrrrrrrrrrrrrr... can't tell you how mad i am right now..

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Lesstc's reply to Mildcyclone's Comment

Written on: 13/03/2013

Ha ha ha ;-)
I've just had pretty much the same experience. After waiting weeks for my account to be set up I logged on successfully at the first attempt. I was then logged out for daring to navigate to another part of the NS&I site. My second login was not successful, so began the calls and the forms. Why do they have their help lines manned until midnight seven days a week (to provide a quick service?) and then insult you by mailing out a form to apply for a new password, which was what you just asked for after answering all their security questions. The form was mailed to the same address as they will have to (eventually) sent the password to. Simply bizarre !

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★☆☆☆☆

“Annoying passwords”

Written on: 14/11/2012

I have been a NS&i customer for 4 years..it is so easy to add money & almost impossible to get it back! They have case sensitive security questions & gazillion passwors to deal with the account, please don't invest they are horrible… Read Full Review

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