This is a review in two parts. 1 star for NS&I and 5 stars for customer services.
First the 1 star.Opened an account last night and went through what I thought was all the questions. They asked me to put in my bank details and amount to invest. This went through smoothly and my bank confirmed the transfer. THEN NS &I requested upload of passport and driving licence. Before I could scan them in I was timed out. Took ages to get back in and finally download. I was then given my account number. I checked the NS&I account 23 hours later and to my horror I saw that my balance was zero. I phoned up and then had a battle with the virtual assistant to tell him I wanted to speak with a human being. Was on hold for 20 minutes until a representative answered.
5 Star Part. Explained the situation and was given precise information. She explained that security checks were taking longer than normal (4 days). I told her I was concerned as to the wherabouts of my transferred money, and by taking a few details she confirmed that my monies had been received, and asked me to check into my account in the next few days. I see that customer services have been given bad press on the reviews but my experience was good. Her name was Ellie (from N E England?) and the time of my call was 1658. I doubt senior management will read this but if they do then pull the recording and listen to it.