Forum Discussion

blank12345676's avatar
blank12345676
Joining in
31 days ago

No password reset email, no account data

I have received an email saying that my debit order payment has not gone through. I try to log in online and it says my password is incorrect. I try to reset the password but no email arrives. I’ve tried checking the email address but receive a notice that “No user data is found with the given details.” when using the same details that are on the bill.

I have tried for hours to receive assistance. I used the AI customer service chatbot and was eventually able to persuade it to help. It asked for my number so a customer service agent could whatsapp me as it was busy. I provided this, and no whatsapp arrived. I replied in the chat that no whatsapp had arrived, and it closed the chat - I didn't close it, the site remained open, the chat just closed.

I tried again and it made me wait for a long time to connect me with a customer service agent, who took almost 10 minutes to type a message asking me to confirm I couldn't get into my account. I did this, and was then told they couldn't help with this type of issue.

This is absolute farce and the worst customer service I have ever had from any company ever. You are billing me monthly (at an extortionate rate), emailing my bills to me, but your system now claims there is no customer data found for my details and yet if I try to register a new account it tells me I am already registered.

Please just send me the email with a password reset link, it really isn't difficult to get a system in place which handles such mundane and everyday requests.

    • newapollo's avatar
      newapollo
      Very Insightful Person

      Hi blank12345676 

      Did you reply  to PM sent to you by Ayisha_B?

      If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages

  • Hi blank12345676 👋

    A warm welcome to our Community Forums and thanks for your post.

    I am sorry for the poor experience and I'd love to assist you further.

    Will pop you a PM 📩 now and we can take it from there.

    Speak soon!