Roger Suddaby

@virginuatlant Thank you for your delayed response. As outlined I was advised yesterday that the issue with your App was a known problem but that no IT staff were available over the weekend to fix it, leaving me unable to access my account. Unbelievable in 2025. I have closed my account.

@VirginMoney Disappointed with your lack of response. Eventually managed to contact 24hr telephone agent who acknowledged there is a known issue with your App but nobody available to fix it before Monday! Account closed due to appalling service.

@VirginMoney I have a Virgin Money current account. 24hrs since reporting the problem with your App I have just checked again and it is still stating 'Sorry, we are having problems. Please try later'. Please request your IT team to sort it asap.

@VirginMoney Hi. Your Virgin Money online app has been down all afternoon (message states you are having problems). Also no agents answering telephone banking enquiries. Urgent bill to pay from my account. What is your eta for resolving online banking issues?

@xxlpants @nsandihelp Very similar appalling experiences when seeking to manage LPA & parental care costa via NS&I. Inept staff, dishonest management, outdated & inefficient processes. Only resolved once I escalated to Ombudsman. Be aware that the NS&I Bereavement service is even worse if thats poss.

@nsandihelp It appears this is normal... facebook.com/share/1BiR1667…

@nsandihelp 1. I wish to escalate my complaint. Nearly three months since requesting a new password, completing all security checks, and LPA. Still no money in Mum's account to pay care bill.

@nsandihelp Following the most recent NS&I IT & online debacle on Friday I am still awaiting your public reply to my question posted 6hrs ago. Why do NS&I never inform customers on your website with a 'red banner update' on your home page when your IT systems are down?

@nsandihelp Ben .... I would prefer you to answer publically. This is a genuine question of public interest. Why do NS&I never inform customers on your website with a 'red banner update' on your home page when your IT systems are down?

@nsandihelp Your web page says “503 service unavailable” and I gather it will be HOURS, and not minutes, before it will be available. This is not an acceptable service level.

@nsandihelp @TupperwareNFT What is the point of NS&I boasting about customer savings being 100% secure if it is impossible to access them? Also ..... why do NS&I never inform customers on your website with a 'red banner update' on your home page when your IT systems are down?

@TupperwareNFT We’re the only savings provider that secures 100% of your savings, no matter how much you invest, as we’re backed by HM Treasury. We’re aware that some customers are experiencing issues logging in to our online services. Our teams are working hard to fix this, and we’re 1/2

@nsandihelp Groundhog day @NS&I with your IT systems down yet again for 3 hours and counting. All services unavailable to your 23million frustrated customers. Time for Dax Harkins and the entire NS&I Board to step down.

@nsandihelp @gidster3000 "Whilst it can be administratively complex to track down historic money, NS&I needs to consider how it can improve this process so it's much less rigid, bureaucratic and frankly disappointing."

@nsandihelp @gidster3000 As you have failed to respond to my question as to why NS&I do not provide their own online tracing service (instead in 2025 you expect 23m customers to print off a form and send it to you by post) I will add a direct quote from today's BBC News website in my subsequent message.

@nsandihelp seen the news today and I'm shocked that in 2025 you can't apply online to find lost #premiumbonds PLUS how much into you have to write by hand on paper - so much is superfluous. It's like you're trying to put people off 🤔 bbc.com/news/articles/…

@BogleRip @nsandihelp @BogleRip Tens of thousands of others share your frustration. I have even emailed Dax Harkins (CEO) twice (dax.harkins@nsandi.com) pleading with him to intervene and address the false website 'back button' error mesage. No reply to either email. NS&I simply don't care.

@nsandihelp Yep, still here, 20th attempt, your website still chucks me out randomly telling me I have "used the back button on my browser". (HINT, I haven't).

@nsandihelp URGENT URGENT URGENT I have put up with your shockingly bad website for years. EVERY time I use it, it's like pulling my own teeth out. I log in, successfully. With MFA. BUT WHENEVER I TRY TO DO ANYTHING, IT KICKS ME OUT, TELLING ME THAT I HAVE USED THE BACK BUTTON.

@nsandihelp Thankyou but I fail to see the point in sending a DM. My complaint was closed & NS&I state your CEO does not reply to customer letters. Fin Ombudsman upheld my complaint, only for NS&I to write back to me to say that NS&I are not obliged to comply with Fin Ombudsman findings.

@RogerSuddaby I'm sorry to hear this, Roger. Are you able to send us a Direct Message so we can assist you further on this matter? Lex

@nsandihelp Business as usual @NS&I this morning. ie absolute chaos. Your OTP system has now been down for over 12hrs. IT systems are unfit for purpose.

@nsandihelp Called as you suggested, to be told my complaint has been closed and there is nothing she can do to investigate further. When I asked why your CEO has not replied to my personal letter of 3 months ago your advisor said senior management do not reply to customer letters. Atrocious

@RogerSuddaby As we're unable to take account details via this channel, please send us a DM with further information of your complaint so we can assist you with this. Alternatively, you can call us free on 08085 007 007 and an advisor can investigate into this for you. Isabella.

@nsandihelp My official complaint was ignored by NS&I. I even wrote 3 months ago to Dax Harkins (CEO) re- the ongoing problems with your OTP system and recived no response, not even an acknowledgment of my concerns. NS&I senior management are incompetent and arrogant towards their customers.

@RogerSuddaby We're sorry that our services have caused you multiple inconveniences. In order to get the full understanding of where our service has failed you, please send us a DM with your comments. Isabella.

@nsandihelp Your OTP process/system failures are a regular occurrence (ie. since the unreliable NS&I 2FA system was introduced) and have been reported by thousands of customers over the last 2 years. When are NS&I going to address the problem seriously & provide a permanent solution?

@RogerSuddaby Good morning, We are currently aware of this issue, please be assured we are looking into resolving this as soon as possible. We apologise for any inconvenience this may have caused. Isabella.

@MoiraKi90211711 @nsandi I had an identical problem Moira. I took NS&I 14 working days to even acknowledge my emailed complaint and a further 52 working days to send me an unsatisfactory complaint response. Eventually I had to escalate to the Fin Ombudsman for NS&I to acknowledge my complaint was valid.

@nsandi please help, I am exasperated at the number of times I have tried to resolve an issue since February. I sent an email of complaint and working day 8 I have still not received an acknowledgment. Who do I speak to?

@clairepurvisnow NS&I website states: How we're regulated. The way our products are structured and managed is governed by legislation specific to NS&I. In addition, HM Treasury expects us to fully comply with the appropriate Financial Conduct Authority (FCA) requirements.