Hi again John,
You could also try the online chat messenger service using the /help/contact-us/moving-home link
Scroll down and click on the red "Message Us" icon on that page, and when the messenger chat opens select "something else."
A member of the VM team should answer, however it may be the BOT to begin with before you are transferred to the correct team.
Please note this method isn't always available as phone calls take priority, however it should be better than using the text messenger.
I realise everything is difficult just now, but is it possible to have somebody with you if you call. You could pass validation and ask for them to speak on your behalf. Of course they would need to pass the phone to you again to authorise any account changes/cancellation.
Dave
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali