Can't see any of my products

[HelpMeObiWan]

This has been ongoing now for a number of years and have even raised a formal complaint with no response. I seem to have 2 separate online accounts, both showing either closed or no products/contracts found. No matter how I try, I cannot seem to access my billing information, make any changes, or include any additional add-ons for either my Broadband or my Phone device and airtime contracts. Whenever I attempt to link any of my products the system seems to think they are already there, or throws out an error message, even tickets raise through customer services go nowhere.
Due to the lack of response from the formal complaint (sent back in Feb...) I plan on taking the issue up with the ombudsman service, but prior to that, am writing this to see if anyone out there may be of any use and help me get to the bottom of this issue!
Rgds

Sam

[Leanne_T · Accepted solution]

Hi @HelpMeObiWan 

Thanks for coming back to the community. 

I'm sorry to hear you're unable to manage your account and have heard nothing from the complaint you raised in February. 

To get this fully looked into and check the complaint, please get in touch with our customer care guides. They will have full access to the account and see what is needed to help you get access to the account. If this is not sorted on the call, they can open a new complaint and our executive care team will get in touch to discuss this further with you.

Thanks. 

Leanne.