A Premium Bonds customer feared they could lose thousands of pounds in savings as they lost access to their account.

The worried saver contacted NS&I over X as they couldn’t log in to their account as they had changed their phone number and could not so could not receive the code they need to log in.

They said: “I tried writing (I can’t call because of my disability) and they said you could help. They also said I could just login and change it but of course I can’t.”

NS&I told them that unfortunately their security phone number could only be changed by calling the helpline.

The provider asked if they could use textphone over the Text Relay Service instead of speaking over the phone.

The customer said they wouldn’t be able to do this. They then asked: “Is there a way to cash in my Bonds without logging in?

“Otherwise I have to write off £1000s. I have written asking them to let me get someone to call for me, but I doubt they will let me.”

NS&I then asked the individual if they had a Premium Bonds holder’s number, and they replied to say they did and also had all the details of their Bond purchases.

The frustrated customer even said they had all the information about the security questions they set up when they created their account but “that isn’t enough to log in”.

NS&I said: “We do have available our online withdrawal form that you can still complete and submit for us without needing to log in online, in this case.”

The provider linked to this webpage where a person can cash in their Premium Bonds.

A saver can hold up to £50,000 in Premium Bonds. One benefit of the savings option is you can cash in your Bonds at any time, meaning they are a flexible savings pot if you need the funds suddenly.

People with Premium Bonds are entered into a monthly prize draw instead of getting an interest rate on their holdings.

Cash prizes in the each include two jackpot prizes for £1million and other large prizes for £100,000 and £50,000.

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