My colleague is currently having a surreal argument with them.

She is trying to get the account into her name having been divorced from her ex (in whose name it was registered) for 5 years and having paid it for 10 years from her own bank account. Apparently, unless she has a password from her ex, with whom she no longer has any contact, then they can do nothing. No amount of escalation through management has got her anywhere. She emailed the CEO and got the same reply from his dept.

Looks like the only way she can change the details are to tell them he is dead and go through the Deceased Accounts team.