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kellylouise425
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Forgotten password etc

I bought a Sim with contract about 2 years ago and have forgotten my password, the old security answers, old email - absolute nightmare!

Anyway, I've tried repeatedly to have a reset, new password, new security question, update my new email address etc so I can set up an online account and change tariff or cancel etc should I need to 

However I get talked over. 

Even though I'm the account holder, have the bank details, DOB, postal  address and am calling or messaging from the mobile/Sim number I'm paying DD for, nobody can help me 

Today I was told if we want cancel I'll need a lawyer, I was threatened by debt collectors and told I need to contact a power of attorney to prove I'm sane.

I upset and frustrated but there was no empathy or compassion, in fact he was rude and passive aggressive and kept talking over me.

Anyone else encountered this?

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enlli
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Re: Forgotten password etc

What are you trying to cancel, the SIM or the phone loan?

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kellylouise425
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Re: Forgotten password etc

I'm trying to set up new password and new email address. My phone I bought outright. 

Its just the Sim I have a subscription with.

I would like to change the tariff then possibly cancel later in 2021 for a different service.

But they won't let me as I've forgot old email and password etc and threatening me with debt collectors and a bad credit score 😕 I'm incredibly confused and upset by how I've been dealt with and treated.

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kellylouise425
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Re: Forgotten password etc

Bear in mind its just a £9 a month tariff on a Sim I pay by DD every month and I never miss payments. Not sure why he was so hostile and judgemental.

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enlli
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Re: Forgotten password etc

I'm afraid their customer services get worse by the day. 

Personally I would look round for a 30 day only deal on another network. Voxi have some good packages and being 30 day you can change or leave at any time if you find something better later on.

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kellylouise425
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Re: Forgotten password etc

Thankyou.

Sasky this is true, and I had to write a complaint. Accusing me of being insane and telling me to get lawyer and power of attorney over forgetting my password was a bit over the top!

In future I'll avoid contracts or at the very least use more memorable passwords and have back up emails etc 🙂 

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enlli
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Re: Forgotten password etc

You may like to try this

Text 'INFO' and your date of birth (in DD/MM/YYYY format) to 85075 For example: INFO 01/03/1984.

That will tell you what you would owe if you leave. 

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