While trying to sort out a problem relating to my wife’s savings account with ICICI Bank, I came across a letter that Consumer Champions answered in 2011, and wondered if you could shed some light on her problem.

Having been locked out of her account on 4 July, my wife telephoned ICICI and eventually received a new password. It only worked once, and she was once again locked out of her account, and has been since 15 July.

Not being comfortable talking to a call centre overseas, both my wife and I, using ICICI’s internet contact address, have sent 17 emails requesting assistance – including two to the bank’s chief executive – but have received not one reply. Can you help? BC, Taunton

We assumed the problems accessing ICICI accounts that we reported three years ago had been resolved. Back then, the India-based bank’s HiSAVE account was offering market-leading rates, and did brisk business as a result. It appears to have very complicated security measures in place – to stop fraud, presumably – and you aren’t the first to have problems.

We asked ICICI for an explanation, and it told us that when your wife reset her password, an “alphanumeric” was used that was rejected by the computer. This glitch has now been sorted by the bank, it says.

It has arranged for a new password to be set up, and this has been sent to her. Thankfully, she now has access to her account. We welcome letters but cannotanswer individually.

Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number