Best answer by Nancy_OVO
I've edited your title a bit to make it a bit more "searchable" if people are looking for the same info!
This definitely sounds like a technical issue, and something we'll need our specialists to look into. My best advice would be to get in touch with our team on Facebook or Twitter and send over your account number, full name and DoB. They'll be able to raise it to the Tech team and give you an idea of how long it may take to be resolved
Hope this helps,