A Premium Bonds customer was alarmed to see their maximum holding limit had reduced, prompting them to reach out to NS&I for assistance. The issue arose due to an unsuccessful attempt to purchase more Bonds, which caused the system to mistakenly reduce the customer’s headroom, resulting in a lower maximum holding limit.
A representative from NS&I clarified that the headroom, which determines the amount available for investment, undergoes changes even if a payment does not go through. The representative apologized for any inconvenience caused and assured the customer that their headroom would return to its normal level within a few days.
This incident highlights the importance of entering the correct amount when purchasing Premium Bonds, as even unsuccessful deposits can affect the holding limit. Customers are also reminded that the minimum purchase amount for Premium Bonds is £25, and any amount below that will be automatically returned to their bank account.
In a separate incident, another customer contacted NS&I after noticing that their maximum investment amount had decreased. The customer experienced failed transactions, and each time a transaction failed, the maximum investment amount was reduced. NS&I explained that the account’s headroom is reduced to prevent further deposits that would exceed the maximum holding limit. The headroom is automatically adjusted when the purchase amount is entered into the system, assuming the sale will be successful. The customer’s headroom would return to normal within 24 hours of the last attempted deposit.
These incidents underscore the importance of carefully checking the purchase amount and ensuring that it meets the minimum requirement of £25 to avoid any issues with the holding limit or potential payment bounce-backs. By following these guidelines, customers can ensure a smooth and successful Premium Bonds experience.
