An NS&I customer has hit out at the login process after they were locked out of their account.

The frustrated man contacted the Premium Bonds provider over X to ask: “Why have you locked me out of my account by requiring me to input a code you’ve sent by text?

“There is no cell coverage where I live, I cannot receive text messages. What is the explanation? What steps are you taking to resolve this?”

NS&I responded to apologise for what had happened, and asked if they were referring to the two-factor authentication process, where a customer is sent a one-time password.

The man confirmed this was the case. The savings giant then said: “This is part of our two factor authentication process which was added to increase security on our customer’s accounts.

“Do you have a mobile or landline device which would be able to receive the one time password?”

The saver voiced their dismay at this response, saying: “This is astonishingly unhelpful and discriminative for people who live in rural areas. I have a landline. Please advise.”

NS&I explained in response: “A landline can be used to receive the one time passcode, however, it is a call instead and not a text. To add your landline number, please call us on 08085 007007.”

The frustrated man then asked if phoning up was the only way to add their landline for the two-factor authentication process.

NS&I said: “To add a phone number to an account, you do need to call us.”

Another customer recently contacted NS&I after having issues logging into their account.

They asked: “Trying to transfer money, being asked security questions that do not make sense.

“Being asked my spouse’s elder sibling, she doesn’t have one. Also my primary school teacher, I’m 91??”

NS&I said in response: “The security questions for your account are only set up by the account holder.

“We do not issue new ones or change them without your input. The answers in place are provided by you when you set up the security.”

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