NS&I Direct ISA Reviews

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Latest Reviews

★☆☆☆☆

“absolutely incompetent ”

Written on: 14/07/2015 by debguy (1 review written)

Sent in my bond application by post, received a letter saying that my bank account no. was not valid. Phoned by to be told rudely they would help me correct MY mistake - it was THEIR mistake. 4 weeks later I have no account no, despite ringing up many many times - they say they have send out the account no again but I have not received it. I have been told all sorts of misinformation about how I can pay money into my account which I wished to do while I was abroad. Finally today I have… Read Full Review

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★☆☆☆☆

“Tried to open an ISA.”

Written on: 21/06/2015 by phWilliams474 (1 review written)

Tried to open an ISA account, but never received my password for use with this. Had to phone up and ask for paper forms to be sent to me to give me a temporary password. Filled in the forms and sent them back. Waited over a week for my new password. When I got it, it didn't work. Phoned up and was told rather rudely, that I hadn't read the letter that came with the password. They told me that I had to phone up to access my account and not to do this online. The letter did not state this, said… Read Full Review

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★☆☆☆☆

“Do not use NS&I”

Written on: 18/05/2015 by Pb25 (1 review written)

I tried to open the pensioner bond online and the site crashed at the end of the transaction. Rang NS&I and was told to wait 2 hours and if no email from them try again. I left it for 11 hours, no email so tried again. This time it was successful. The following day I noticed two amounts of 10k had been taken from my account. I have now been trying for 2 weeks to get 10k back from them. Their customer service is appalling, they never return your calls. I waited in for several days as promised a… Read Full Review

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★☆☆☆☆

“Common sense needed ”

Written on: 23/03/2015 by nottingham234 (1 review written)

The worst customer service I have experienced in many years. In order to support ID I was asked about financial details held on a credit database 10 years ago in 1995 including names and credit limits. as I could not remember, and who could, told I could not be helped. Rude and unhelpful attitude displayed. I was asking a simple question and I had my account number and addresses and postcodes from the last 12 years, as this was required. I will not invest in a organisation which treats its… Read Full Review

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★☆☆☆☆

“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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Jrmarine123's Comment

Written on: 09/03/2015

I agree the worst customer service I have experienced. The staff clearly don't want to be there, one resorted to changing my surname to a disrespecrful term that he obviously thought was funny. I am likely to lose my house recently purchased as NS&I will not to give me a bond statement and they don't give a damn. Dispcable.

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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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