Speaking to UK Support Agent

My MIL was victim of scammer, despite several weeks of calls , all to overseas call centres, a scammer has somehow linked his account to both her virgin media account and 02 account , despite several calls and alledged escalation to other departments,  she still can't access her account, anything she tries to change or access his details appear and is linked still.

She keeps getting promised someone will be in touch in 3 to 4 day,  it will be escalated  and will be sorted but no calls and still his email is linked.

She's been a customer since ntl and had no issues but the incompetence over this is ridiculous.

Any suggestions, except leave, she already done that with 02 as they were just as incompetent at sorting this out.

Is there any way to speak to a uk based agent over this?