I’m trying to log into my online account/app to view my plan details. I’ve registered an email address, created a password, etc. But when I get to adding a number to my account, I put in my surname, date of birth and phone number and it says “Sorry your details do not match our records, please try again”. I’m concerned that someone may be registered to my number mistakenly, and have no way of accessing my account to change billing or cancel the contract. 

I’ve had multiple conversations via the live chat - all of whom say they can’t proceed as I’m not the account holder. They also said the number isn’t registered, so how can I not register it to my email address?!