MSE News

Delays to NS&I payments due to technical glitch

Thousands of NS&I customers are facing delays in withdrawing money from their accounts this week – and others calling up about their accounts are finding call centre staff can't access their details. 

Update: As of Saturday 3 November, the technical problems have been resolved.

An NS&I spokesperson said: "NS&I's contact centres are now operating as normal – our operators can access customer information. Customers continue to be able to log into their accounts as normal. Payments out to customers, requested by phone or online, are being processed as normal. Customers who requested a payment online or via our contact centre on 30 October will receive this one day late.

"We are now working through all customer service requests, including for repayments, received by post since 29 October. We are working hard to process these as quickly as possible.

"We are sorry for the inconvenience this issue has caused to our customers."

Ongoing technical problems are causing issues for customers across NS&I's range of savings products, including Premium Bonds.

Usually savers can request payments online, over the phone or by post. But NS&I customers have been hit this week by three separate issues:

  • Some payments requested online or by phone have been delayed. NS&I says around 9,000 customers who requested payments online or by phone on Tuesday 30 October will have a day's delay in getting their money. If you requested a payment on this date, you can work out when you should receive your money by using NS&I's payment timeline calculator, and adding one extra day. 

  • NS&I says there are also problems processing some postal requests, including requests for payment, which have been made since Monday 29 October. It's not clear how many customers have been affected by this or what extra delay there could be to payments.

  • NS&I call centre operators are currently unable to access some customer info, which means they can't deal with specific queries by phone.

I've been affected by the problems – what can I do?

NS&I customers should now be able to request payments online as usual without delays, so if you need to move money, that's the best way to do it for the time being.

If a delay to a payment has caused you inconvenience, or you've lost out as a result, keep hold of any evidence such as any late payment fees and complain to NS&I.