I had the same issue with Vodafone when I went to collect my Apple Watch last week.
The manager was very nice and explained the whole process to me, which was totally understandable, however didnāt help me with the current situation of my Monzo card not working as a validation check.
The manager allowed me to verify who I was a different way by actually checking the direct debit details (which are through Monzo) that were linked with my Vodafone account.
I was also told that in exceptional circumstances with cases such as this, I would be able to provide my passport and/or driving lisence as further ID which is linked with my address.
Donāt close your legacy bank account, because a lot of UK retail still hasnāt got with the program and those fortunate to be blessed with having a account with an innovative and exciting bank have to suffer because companies canāt be bothered to keep up with developments in the UK banking industry and like to come up with fabricated BS as a response to customersā¦
Itās basically just a quick check ran by the company to make sure that you are who you say you are, and that you have an active card linked to the address which you have provided to the company as to where you live.
Definitely flag with acceptance and they can get in touch.
Fun fact : The internal system at Carphone Warehouse, which is called PIE, is so old that it runs on DOS, is keyboard-only (no mouse support) and still has some of the company stock warehouse usernames listed as TANDY (Tandy was an old company that was bought out by Carphone in 1999).
Thatās what it looks like and itās literally older than most people who work in the storesā¦
Tbf this is something many companies still use - Tesco still uses green screen for their stock control system even though the same data is also displayed in many other more modern ways