Account holder moved out - Need a new VM account

Hello,

A bit of a tricky one here. The person that had the VM account in there name at my home has now (suddenly) moved out. I attempted to create a new order for a new account under my name but received what I assume to be an automated email stating it wasn't possible because an account was already active in the address and I was told to tell the account holder to transfer the account, however this isn't possible as the account holder and myself are not on speaking terms. Would an adviser here be able to DM me so I can provide further details to get this looked in to?

Many thanks