NS&I customer baffled as odd error message stops them from cashing in Bonds

Even provider NS&I was unsure why they were getting the error message.

A Premium Bonds holder was left scratching their head when they were unable to cash in their bonds due to an unusual error message. The puzzled customer reached out to NS&I for clarification, asking: "What does the error message mean 'This operation cannot be completed due to a reservation on a Bond'. I'm trying to cash in bonds and close the account."

They then confirmed they were referring to Premium Bonds. NS&I queried if they had previously requested to withdraw from their Bonds, adding that if they had, their available balance would differ from their holding balance.

In response, the customer stated: "No the balance available is the same amount that I’m trying to withdraw. Hence reducing the balance to zero and closing the account.

"I did purchase some new Premium Bonds at the end of September but not sure why this should be an issue." The customer support team admitted they were uncertain what was causing the problem.

NS&I responded: "We're unsure what could be resulting in this error without access to view your account information. To assist you, we'd advise you please call us and ask to speak to an agent.

They directed them to the helpline 08085 007 007, which operates Monday to Friday from 8am to 8pm. However, the saver explained that this would be challenging for them as they were currently travelling in Vietnam, making a call to a UK number prohibitively expensive.

NS&I recommended an alternative, stating: "You can also call +44 1772 329 880 using Skype. You may still have to use credit to make the call if overseas - however, it is possible that Skype will charge less than your phone service provider."

One of the major advantages of Premium Bonds is they can easily be accessed; they can be cashed in whenever you like, serving as a handy emergency savings pot. Rather than earning interest, Premium Bonds offers a potentially more exciting way to save, as the Bonds go into a monthly prize draw.

The draw occurs at the beginning of each month, with every £1 Bond having the same chance of winning prizes, ranging from £25 to £1 million. Multiple prizes can be won in a single draw, but it's all down to luck which Bonds are chosen—meaning you could go months, or even years without a win.

Investors are allowed to hold up to £50,000 in Bonds. Many opt to reinvest winnings into buying more Bonds, thus increasing their chances in future draws.