Re: I forgot my memorable word
Two months ago, I agreed to become a Virgin Media customer through one of your customer service representatives. Despite my repeated insistence, your representative used my spouse's name, not mine, on the contract. Currently, the registered email address and the bank account used for payments are under my name, but the internet account appears to be in my spouse's name. I have raised this issue several times without receiving any response.
Since then, a modem was delivered to my home, and I have started making payments. However, when I try to log in to my account, the system requires a "memorable word" that I never provided, nor was it included in my contract. When attempting to register an online account, I am informed that an account already exists. When I choose "forgot password," I am prompted to call your support line, creating an endless loop. You are preventing me from accessing my account and making changes as if the account does not belong to me, even though the payments are drawn from my bank account.
I am confused and urgently need this issue resolved. For security, I have no information about what this "memorable word" might be or how to access it. Could you please contact me using my customer email details, or guide me on how to resolve this?
