Forum Discussion

kinlochkj's avatar
kinlochkj
Joining in
2 years ago

I cannot access my account!! I could infiltrate M15 easier

I joined in Jan, had 1 email saying welcome etc & your first bill is due 14th feb. 

I cannot pass security, I’ve tried 20+ times in a month. The billing date doesn’t match apparently but not sure how on earth I’m meant to guess it. They keep saying my memorable WORD begins with a number 1! I want to explode. How can a word start with a number?! I’ve never ever set a word other than my daughters’ name. She’s 25. Same password for 25 years but apparently it’s not that so I’m guessing like a lunatic & getting locked out!!!

I asked to cancel…can’t as I can’t access the account. Can’t make a complaint as can’t access the account. An advisor called me! On my number, confirmed my name, address etc then said I hadn’t passed security! 

As I am disabled I tried to use the accessibility team but guess what… I can’t pass security even though there’s a flag in my account to say I’m vulnerable.

 

 

  • Kain_W's avatar
    Kain_W
    Forum Team (Retired)
    2 years ago

    Hi kinlochkj,

    Thanks for your post and welcome to the community.

    Sorry to hear you've been experiencing issues gaining access to your account,

    So we can investigate this further please expect a PM from myself.

    The message will appear within the envelope icon.

    Regards,