Hi Gordon,
If you're not able to clear account security, I'm afraid all our support teams would be rather limited with the information that can be provided. I appreciate your frustration, but we take customer security very seriously. We would never want to discuss personal details or sensitive information with someone whose identity we could not verify. I'm afraid it's not worth the risk to your data, the individual's job, or the company's obligations.
As complaints often relate to specific account details, we would not be able to discuss this without clearing security. If you're unable to confirm the requested characters from the memorable word, there should be a prompt to help you with this. If you're still not sure, the name account holder can be asked secondary security questions. If these details can also not be confirmed, we would not be able to discuss the account or case any further.
Thanks,
Rachael