Problems with Three not recognising my Name associated with my phone number

[JP69]

My wife rang Three today to update her mobile plan after receiving an email giving her options to renew her SIM only plan. However when she got through to an adviser he kept saying there was a different name attached to that phone number despite them having emailed her with the offers and addressing her by her first name. The additional issue is that the email address they contacted her on is also the email address that is registered to my phone account with them. Can anyone throw any light on what is going on here as we are now in a position where we cannot slect a new plan. Our only alternative if this cannot be resolved as she is out of contract will be to get a new phone number with another carrier and cancel the direct debit.

[PeteG]

Hello, JP. 

It sounds like perhaps your wife is not the account holder, but a named contact. Is it possible you are the account holder? If so, you'd need to be the one doing the upgrade on the account. 

Pete. 

[JP69]

Thanks Pete - however if that is the case why cannot I see her details when I log into My Account on Three or find details of her monthly payments and bills? Why wouldn't your advisors accept my name either?

All the advisors on line would say was that we needed to go to a Three Store with my wife's id.

JP69

[PeteG]

Perhaps it's something else, as advising your wife to go to store with ID doesn't fit with my theory of the account not being in her name. I'm unsure why they would ask her to go there, perhaps a security issue? 

Is popping into a store with ID possible? It might shed some light on what's going on and why the team advised that.

Pete.