Change Details

sassy_one

Hi,

I'm trying to find some answers for someone in my family, as they appear to have an issue.


On Monday they had a mobile phone stolen, they've tried to get a new sim but as its paygo and unregistered they are told its going to need a lot of effort to recover it.

They have contacted bank, changed number but UC are saying as they cant receive a sms code to access online they will have to attend a JC - they are unfit, due to serious health issues and the nearest one is 19 miles away!
Theyve also said its likely to be a few weeks for an appointment, just to change a number.

This cant be for real? Ive looked online when they told me, and appears this issue is common.

They have passed security, old number provided, access to email, but they state they cant change it.


Their wife has put a message yesterday on the journal for this, asking for it to be updated as they can only report a new number for the sign in of theirs.
It hasnt been replied to.


Any advice? Because I'm lost on how this can be allowed.