In order to change my password I've been asked to provide my mother's maiden name. Given that this has not (and will never) change, and I know how to spell it, am I getting a message telling me "Sorry that isn't quite right"...!? It *definitely* is! Particularly as I use this same name to access my account on the phone?
In the end I tried that and they couldn't do it either and they had to reset it so I'm guessing what you suggested is the case. It wasn't confirmed to me either way, just that it had to be "reset manually". Thanks for the advice though