Review Time
Easy to set up (most of the times). My son was unlucky though. I’ve tried to set up premium bonds for him but system was automatically changing his middle name into its British version which made it impossible. So when letter finally came his middle name was spelled wrong and I couldn’t set it up. It’s been 2 attempts and after second time I’ve finally realised that system is doing it automatically. I think someone should look into it. What happened is my son’s middle name is Damian, but system changed it into Damien every single time which is annoying. Only one letter but it’s enough for them to refuse your application as name on the document is different to name on application. Now I have to do it manually and write a cheque to send together with the application which is annoying as it’s forcing me to go to the bank/call the bank and ask for cheque book which will be used only once. 😅
I deposited £50k at the beginning of January (2nd) and believed I was part of the February Premium Bond draw. Unfortunately, I later found out it was for the March draw. I attempted to cancel the transaction online, but it was pending, and the system wouldn't let me. I called several times over the past week to retrieve my funds, but each time I received a negative response, with assurances that the relevant team would be contacted. Now, six days later, I'm still waiting for my £50k. I've learned my lesson and will consider other options in the future. The service has been subpar at best. After posting this, I called to check on my deposit's return and was told by the support team that my funds wouldn't be returned until the 12/1/26 (10 days later!), as they needed to wait for the transaction to clear. I made the payment by debit card on the 2/1/26, and the amount was deducted immediately. This is unacceptable behavior from a government-backed institution, as it seems the cooling-off period is treated with disregard.
I’ve been trying to use my online account on my mobile device, but I keep getting logged out. It’s claimed that I’ve pressed the back button, which I haven’t done. I followed the customer service representative's advice to clear my browser, but it didn’t help. I've had to call and ask for documents to be mailed to me, as that's the only way to access the information I need. This is extremely disappointing!
Since the app's recent update, I cannot sign in, and customer service has been unhelpful. This situation presents a potential security risk, and I'm concerned I may lose all my bonds or fall victim to a scam. I received an email from the company with a solution, but it didn't work.
Terrible service with no assistance in regaining access to accounts. The security is so stringent that I'm unable to access my own account. This has happened multiple times, and during calls, I just end up going in circles. Recently, they requested a witness to see me sign paperwork to verify my identity, claiming my signature doesn't match their records, despite me already providing my account and address details. Unbelievable. I wouldn't give even one star to this terrible service.
Since the recent update on the app, I can't sign in, and customer service has been unhelpful. This could pose a security risk and I might lose all my bonds or get scammed. I received an email from the company with a solution, but it didn't work.
It's more difficult to use the app than to break into a secure facility. The outdated system and two-level verification are not helpful. A wrong answer leads to being locked out, with no passcode sent, resulting in suspension and needing to speak to an operator. After a lengthy call, I'm informed that I must wait for a passcode to arrive by post before I can reactivate my account. The call center staff are professional and helpful, agreeing that the online system is ineffective. I plan to withdraw my money as soon as I regain access. This outdated system needs improvement if they want to retain customers.
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