@Ann Musson - I’d recommend checking the steps in this guide:

Thanks.

Sorted thanks. After weeks of trying to speak to a "human" I finally found a telephone number for "Vulnerable customers" I considered myself vulnerable being in my late 70s and at my wits end trying to find someone to sort out the problem. A very kind lady on customer service team soon sorted it, reset my account and hey presto... turns out it wasn't my fault after all. 

Glad the situation has all been resolved @Ann Musson. Thanks.