anyone help me with this please
That’s frustrating for you @Gary_Horsewood - there’s probably going to be fewer fellow customers of Rise here to advice but we’ve found that their process is that you should start with customer service / tech support first, and if that doesn’t work, they have a complaints service. Of course your issue falls in to two categories, so customer service would probably be the best starting point as they should be able to triage for you.
Their phone is 0333 2200 550 - have you been able to get through to a human there?