Help!, trouble with setting up natwest account

My friend was setting up there NatWest account for the First time, everything seemed fine and the debit card arrived, but they are locked out of their account because when setting up their mobile account, because they forgot the 7-10 digit password and have to "re-apply for online banking"

Only issue is they forgot/did not write down their sort code and account number either which you can only get by logging in, so they can't get into their account.

Extremely unfortunate situation, has this happened to anyone before?

We've tried contacting customer service but obviously they are busy, so we requested a call back.

Should we go the bank in person?, should we set up an account with another bank maybe? this is the last thing I really want to happen

Thanks to anyone who replies/can offer some advice.

The sort code and account number are normally written on the debit card, which your friend has. Failing that, you say they "did not write down their sort code and account number". These details won't have been provided verbally, but will have been provided in an e-mail or in a letter. Hence there won't have been the need to write them down anywhere anyway.

With NatWest for some reason, they only have the sort code and account number when you log into their online banking site and its not on the card or the letters/emails you get when you set up this account

My friend was setting up there NatWest account for the First time

Should we go the bank in person?, should we set up an account with another bank maybe? this is the last thing I really want to happen

My friend was setting up there NatWest account for the First time, everything seemed fine and the debit card arrived, but they are locked out of their account because when setting up their mobile account, because they forgot the 7-10 digit password and have to "re-apply for online banking"

Only issue is they forgot/did not write down their sort code and account number either which you can only get by logging in, so they can't get into their account.

Extremely unfortunate situation, has this happened to anyone before?

We've tried contacting customer service but obviously they are busy, so we requested a call back.

Should we go the bank in person?, should we set up an account with another bank maybe? this is the last thing I really want to happen

Thanks to anyone who replies/can offer some advice.

Update: Issue has been sorted!

could I ask you how you managed to sort it? did you end up having to go in or did you call customer service? Im in the same situation right now