Hi @Spiritlove thanks for your post, although I'm sorry to hear of the difficulties you've raised here.
As @japitts has said, you don't need to be the account holder to report a fault. Depending on the nature of the issue - if it's a total loss of service, sometimes security doesn't even need to be cleared due to the urgency of the problem.
However, if your partner knows your memorable word, this will allow them to get past the security checks and speak to us about most things. There are certain specific things they may not be able to do, such as change passwords and contact details on the account but anything fault related, should definitely not be an issue for them.
I hope this helps but if you need any further support here, please don't hesitate to let me know.