Waiting for my pension to be paid out. Only a small one. Advised them through secure messaging online that I expect payment within 10 days. Next day, couldn't access account. Tried from different devices no joy. Not sure if they blocked me but changing the code allowed me instant access. Sometimes companies block you if you are being difficult and either password or code/pin is the easiest way to do this (i'm in IT). So if you can't get in, change either the password or code and you can bypass any blocks they have in place... User's recommendation: Be bold. Outline exactly what you expect and follow through. Be persistant.