Having been locked out of my account after answering the online security questions CORRECTLY but it telling me they were incorrect, I rang to get a new password. I was again asked a security question which had nothing to do with my NS&I account or online security questions. I was asked to tell them the name of a company I had a store card with in 2010 and was also asked what the credit limit on the store card had been at the time! Utterly ridiculous. I explained that it was impossible to know which store card they were referring to and asked how was I supposed to remember a credit limit from 13 years ago!! Because I didn’t know and was not given the option of answering any other security questions, I was told I now have to wait for a letter to apply for a new password. I then have to sign it and send the letter back before NS&I will allow me to create a new password for my online account! Sorry NS&I but what century are we living in? The person I spoke to was not interested in helping and spoke over me for most of the call. Very poor service in my opinion.
Reviewed on: 10th June 2022
