I'm with NW…
…and all I can say is "Helpful bonking, my fucking arse!"
I have been locked out of my online account for over a year, probably nearer two. I'm fucking useless at, well, anything. I've forgotten my access code, NW webchat tells me I have to call their online bonking bods. I tell them I can't do that because, well, no phone. So I'm told I've to go to the local branch - can't do that either; for reasons I don't wish to elaborate upon, I'm unable to leave the house.
NW's response…? Equated to "Well you're fucked then, ain't ya…?!"
Even if there WAS someone who could help me (there isn't), they couldn't, because that's against NW's security policy; I've been told time and again that "all business must be conducted by the registered account holder only", which has made me think - what if the account holder was unable to deal with their own affairs due to dementia…? What if some jobsworth was to say to someone's son/daughter "We'd need your mum/dad's consent to authorise that…", but the parent wasn't able to consent…? I remember my uncle ending up on the verge of a nervous breakdown dealing with my nan's bonk, couldn't get them to understand the simple phrase "I'm sorry, my mother is unable to do that because she has dementia". Even a fucking quack's letter didn't get him anywhere! Even emailed photos (any idiot could tell they were mother and son - except if that idiot is in bonking. My uncle looks EXACTLY like my nan). Think he forced the manager to visit my nan in the end.
Don't get me wrong, I'm all for security, but there's security and then there's absolute arsery!