Hi, I posted a couple of months ago about my mum having trouble accessing her MyAccount. At that point she was about to move and I am pleased to say she has the new account/service set up OK . However, she still can't get into her MyAccount. She/we have called numerous times and spoken to several agents, including being told to wait up to 28 days for the "back room" team to investigate it only to find after a month that that message was never passed on to them! For some reason the system does not seem able to use her gmail but one agent was very helpful and changed her MyAccount to her old mypostoffice email (and at the same time found a small credit in her old account which has now been paid as a cheque by post). But she still can't get into her account - says email/password not recognised, if try to reset password it says email is not registered but then won't allow registration - this happens with both email addresses. She has received emails (marketing types) to both emails but as yet no bills (though the direct debit from bank is working each month). Any idea how to escalate this so she can see details of her account, access the chat help (and this community)? Many thanks.
