Yesterday I called you for first time to deal with something, and you ask me for some characters of a security password, which I have never heard about it. The guy tried to send me a form to fill it, but I didn't recieve anything. Then, to deal with that and for futures calls, please I would need to reset that password to avoid that problems in the future.
Thanks for your post and reaching out to the community forums. Sorry to hear that you've had some access issues with your account. security words and phrases would be what you were asked for when you first setup the account. This may or may not be the same words or phrase that you have set for your online account. However every account would have to be set up with one, otherwise the system would not have permitted the creation of the account.
If the account holder is unable to recall what was provided then we will be required to send the information by post. If this has happened your call yesterday then you will receive a letter in 3-5 working days. Once you receive the letter then you will be able to contact us and we can proceed with resetting it to something you will remember. Hope this help