National Savings & Investments has been accused of “digital exclusion” after savers without mobile phones were blocked from accessing their Premium Bond accounts.
Bondholders have since July needed to complete a “two-factor authentication” process when accessing their account online, which requires a passcode sent to a mobile phone or an automated call made to a landline.
NS&I introduced two-factor authentication as a security measure, but the hurdle has stopped some customers from accessing their accounts or viewing their balance.
Anne Jappie, 62, received an email this week informing her that she had won a prize in the monthly savings draw and was eager to access her account to view her winnings.
She said: “Previously I would log on and all the details would be there. But since the introduction of two-factor authentication, I have been unable to log in because I have physical dexterity difficulties and it is very difficult for me to use a mobile phone.”
She has a landline with a call blocker installed to protect against scammers, which is not compatible with the automated call made as part of NS&I’s two-step authentication process.
Ms Jappie added: “The two-step authentication number you have to get your phone provider and handset to recognize is French. I spent 30 minutes waiting to speak with someone at NS&I and the gentleman I eventually spoke with was very patient but I still can’t access my account. I have had Premium Bonds for decades and all I want to know is how much I have won and whether it is worth keeping them.”
Savers have also taken to Trustpilot, the review website, to vent their frustrations over NS&I’s new system and glitches when trying to access their accounts. Multiple customers complained that they did not receive security passcodes to both their mobiles and landlines when requested and were locked out of their accounts.
Dennis Reed, of Silver Voices, a campaign group for the over 60s, said the “digital exclusion” of savers trying to access their winnings was “symptomatic of wider changes in the financial industry”.
He said: “Switches to digital-only services are widespread on the assumption that everyone has a smartphone and knows how to use it.
“How many winnings, which could ease the cost-of-living crisis for lucky senior citizens, lie unclaimed as a result of digital exclusion?”
Caroline Abrahams, of charity Age UK, warned people who did not use technology must not be “airbrushed out”.
A NS&I spokesperson said: “Customer security is extremely important to us, which is why we recently added an extra layer of two-factor authentication to our security process.
“The vast majority of customers have been able to complete the process successfully. However, we are sorry that some people may be experiencing difficulties and anyone in this position should call us so we can help find a solution that meets their individual needs.”
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