Thank you for your post, @andreas4365 and Welcome to our Community!
We're sincerely sorry to hear that this has happened and that you're still no further forward.
So that I can pass validation and access the account to chase this up, can you please PM me:
- Your full name
- The account holders full name (if different)
- Confirmation that you are the account holder
- Characters 6 & 10 of your memorable place
- The last 2 digits of the sortcode and account number used to make payment each month
As soon as I have this I'll be able to chase this issue up and hopefully get it resolved.