For nearly 80 years, I have contributed to the government’s national savings program. My journey with savings began in primary school during the war when we handed over one shilling weekly to our teacher in exchange for a stamp, which was affixed in a little booklet. Once we collected 21 shillings, we received a savings certificate that promised to grow to 25 shillings after four years. An admirable initiative from the government at that time.

Today, the same savings system exists in the form of National Savings certificates, available in both index-linked and fixed rates.

From the 1960s onward, as I started earning, I purchased every new issue for my wife and myself despite financial experts advising against it due to low rates. I valued the safety, tax-free returns, and the ability to cash in when needed, all while supporting the country.

Recently, I accessed the NS&I website to check my savings, and I discovered I had millions saved, including Premium Bonds. While I won’t disclose the exact amount, it’s significant.

I’m looking to cash in some funds to purchase a barge on the Isle of Wight, where I want to establish a seaside getaway, even though I already own a holiday home there.

I understand that at 88 years old, it may seem eccentric to buy a barge, especially one with steep stairs leading to the deck. I’ve had my share of falls, and my children worry about potential accidents, whether on streets or near the harbor.

Last week, I attempted to cash in some money through NS&I for the barge purchase.

However, I encountered a frustrating two-tier security system where my usual password was insufficient. I received instructions to answer a security message, but after several attempts, nothing worked properly. With poor Wi-Fi service on the island, I had to step outside, causing a scene while attempting to resolve the issue.

After a day of trying, I was locked out due to too many failed attempts, receiving a notice of cancellation for my password.

Switching to phone support proved equally troublesome. The customer service representative required answers to illogical security questions, which I couldn’t answer, leading to repeated failures. I contacted NS&I several times, facing the same issues.

Eventually, I learned that NS&I’s security measures were managed by an external firm called Equifax. Communicating with them proved to be another hassle, since they demanded identification documents, which I didn’t have readily available on the Isle of Wight.

After three exhausting days of efforts, I was finally contacted by a manager after lodging complaints about how challenging the system was for older customers. While the manager was helpful, I still couldn’t access my money and now await a new security code.

To my dismay, I discovered my funds are being sent to my London address by postal service, which delays my plans since I’m not returning for another week.

As a result, I must postpone the purchase of the barge. The owners, eager to proceed with their sale, are now left waiting due to the complications I’m facing. The same goes for the estate agent and broker expecting to finalize the keys.

Additionally, I have to cancel furniture deliveries already scheduled for next week. It’s a chaotic situation.

Once I do manage to retrieve my funds — a sum I’ve saved over the decades — I doubt I will reinvest with NS&I.

NS&I commented on my situation: “We apologize to Mr. Davies for the issues faced with our customer authentication process. Our team is working to help him access his account as quickly as possible, ensuring the security of customer accounts is our priority.”

The delay means I may miss out on the barge purchase, despite my excitement over buying matching T-shirts for myself and my partner, promoting our new “crew” image.

This experience has been anything but smooth, akin to expecting accessible banking with NS&I.