I dont know my memorable word and cant set one

Hi,

Hoping someone can help me as nobody in the call centre can, i keep getting asked for my memorable word i don't have one, VM keep sending me reminder letters with nothing on to remind me, i cant seem to find anywhere on my online account to change/add one.

Also my online account is very temperamental sometimes i can access my bill sometimes i cant, my direct debit has stopped since i moved house resulting in a bill not being paid i have set a new one up but don't know if its actually setup as i cant get to speak to anyone at VM.

 Can a senior staff member at VM look into my issues as its now becoming tiring chasing things constantly.

Thanks,