Premium Bonds fury as man can’t close account after 15-month wait – NS&I responds | Personal Finance | Finance

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A man trying to close his mum’s has been unable to do so despite 15 months of ‘countless’ phone calls.

He took to X to voice his frustration and urge the provider to help. He said: “As an attorney, I sold all my mum’s Premium Bonds and requested the account be closed.

“15 months later and countless phone calls, it is still open. What is going on? Why can’t you simply close the account as requested?”

A representative sent him a reply to explain the process for deleting an account. They said: “Whilst an auto-deletion of an account isn’t an instant process, you can exercise your rights to data erasure at any time.

“We can accept a request for data erasure via phone or email, but for security reasons, we can’t take your details on social media to complete the request.

“Please email us at customerenquiries@nsandi.com with the subject “Rights to data erasure”, or call us on 08085 007007 and an agent will gladly assist you with exercising your rights to erasure.”

The NS&I website has an information page with guidance on how to cash in all your savings or close an NS&I account.

To cash in your funds, you will need to log in to your account and go to the ‘Your profile’ section.

This will take you through to a dashboard where you select the account you want to close, and then choose ‘Cash in’ or ‘Take money out’. You can read the full guidance here.

One Premium Bonds customer as they wanted to check if their Bonds purchased in the 1960s had won any prizes.

He asked the provider: “How do I check if my ancient paper Premium Bond from 1960s has won anything? It has just Bond numbers, no holder number.”

NS&I said in response: “In this case, you will need to write a letter to our address at NS&I, Sunderland SR43 2SB.

“In the letter, we will need our full name, address, date of birth and signature. You will need to include any previous names or addresses and your query.”

Customers with old Bonds often ask the group if their savings are still entered into the monthly prize draw.

Guidance on the NS&I website states: “As long as you haven’t cashed your Bonds in, they’re still valid and they’re still being entered into our monthly prize draws.”

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