Why is it so hard to unlock my account?

My husband is the main account holder but I have his permission to deal with upgrades and anything else, the account is paid from my bank account it’s my email I use to sign in and it’s even linked to my o2 account, our contract was ending so I went online to try and get a better deal, next thing I know the account has been locked, my husband rang virgin and they said it would be sorted but this was ages ago, now I can’t access my o2 account or virgin media account I’ve tried to unlink the 2 accounts by making a new o2 Id but need to sign in to the old account to give permission.

why is it so hard to unlock a locked account? Just give a new Id with a new password for goodness sake! Now the contract has ended and we’re being charged extortionate amounts all because of virgins inability to do one simple thing, do I just leave and give up? We’ve been customers for years and this is how we are treated.