Customer service don’t recognise our password and memorable word

[Lkay]

Just phoned to talk about our package and told our password and memorable number are not recognised

[Daniel0210]

@Lkay 

They should be able to confirm your identity by other means - then you can reset the telephone password. 

[caesarome]

If that is the case that should be able to indentify who you are by asking you other question that you are the account holder would only be able to answer so did they try this or did you suggest that they try this ?

[Mark39]

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@Lkay wrote:

Just phoned to talk about our package and told our password and memorable number are not recognised

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When you call, it's specifically the telephone password you set up with them that they're asking for, not any other account password or memorable number. If you can't remember it, tell them so upfront.

[MarkGoldsmith]

I had no idea of my password when I last called them about a month ago so they just used other personal information to verify my identity.