I'm eligible for an upgrade, but when I try and process it I get an error message stating that the 1p transaction to verify my identity cannot be processed. I contacted customer services via online chat and was told my billing address was different from my profile address so they updated it.
But the same happened again. I called the bank, and they said there are no blocks on my account and can see ID have attempted to take the 1p but aborted at there end.
Back to customer services and they said I had two addresses on my profile and set them to the same. Tried to upgrade and... the same error message. Contacted them a third time and was told that the format of my address could be the issue. If you look how you edit it in your profile, the number and street name are on separate lines and nowhere to add the village before the town (as it shows up with my bank). I tried editing a couple of times but the same result, it refuses to go through.
I've spent several hours back and forth with this over the last week and am running out of ideas. What can I do, the online chat/complaints never resolves the issue.
Many thanks
