Welcome to the forum and thanks for posting.
I'm not quite sure what you mean by your post. Could you elaborate a bit more on your scenario please.
It sounds as though this is something that would need to be checked by our mobile team as they could look at your account for you. Please call 789 or alternatively 0345 6000 789.
Look forward to hearing back from you.
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Thanks for getting back to me.
Glad to hear you've got an answer to this.
If you need anything in future just get back to me.