I've just called 150 to talk to an advisor about the latest impending price hike and was asked for characters from my customer verification password. That was set up over five years ago and I no longer have any idea what password I used. There is no facility on the VM website to change the memorable name. How do I clear this hurdle?
If you hold the line without entering the passphrase characters the system should put you through to an agent who can then ask alternative security questions. Once that has been cleared the agent can arrange for a letter to be sent out reminding you of the passphrase.
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