Requesting transcripts from call centre
Discussion
Having an issue with a mobile phone provider who took money out of my account without my knowledge or consent, and who also charged me a disconnection fee, even though I saw out my full minimum term contract and adhered to their disconnection policy.
I've asked for a transcript of all phone calls i've made to them and they have responded. They want a copy of:
1. My passport or driving licence
2. A copy of a utility bill
3. A cheque for £10.
Now, I know the £10 cheque will be required but I'm a bit wary of sending copies of my personal documents out. Especially when the person who informed me of this is from a foreign call centre and I have no idea about what they will do with my personal information if I send it.
To take my claim forward (as I am an ex customer) they also want to know my address, dob and payment method.
Is this right?
The address everything needs to be sent to is a UK one, and this response is from their online help system. But I am not sure I want to send all this info out to them?
Why do they need to know this if i'm an ex customer?
I'm not happy with this at all.
Anybody else had to do something similar before??
Thanks all.
I've asked for a transcript of all phone calls i've made to them and they have responded. They want a copy of:
1. My passport or driving licence
2. A copy of a utility bill
3. A cheque for £10.
Now, I know the £10 cheque will be required but I'm a bit wary of sending copies of my personal documents out. Especially when the person who informed me of this is from a foreign call centre and I have no idea about what they will do with my personal information if I send it.
To take my claim forward (as I am an ex customer) they also want to know my address, dob and payment method.
Is this right?
The address everything needs to be sent to is a UK one, and this response is from their online help system. But I am not sure I want to send all this info out to them?
Why do they need to know this if i'm an ex customer?
I'm not happy with this at all.
Anybody else had to do something similar before??
Thanks all.
paoloh said:
Too much hassle, let it go. IMO
Doesn't take many people to do that and they're making a nice few quid extra for nothing!?f
k 'em I say, get on the phone every day for a week, always demanding a to speak to someone higher up the pecking order and demand to speak to a UK based contact.Still might not get you your £££ back but at least get your moneys worth in b
kings and throwing a few fks into someone!.....I'm a nice lad really!
fatboy b said:
It it's Vodaphone, they'll win. Thieving scum.
Ha ha, how'd you guess?I had 18 terrible months with them, then a month after leaving them this all happens.
I haven't had much time to get stuck into this problem until now, but I think i'm gonna go full bore!
Even if I don't get my money back i'm going to try and cause them some hassle lol.
http://www.ofcom.org.uk/
Theres also links to freedom of information and data protection acts etc at the bottom of the page.
Theres also links to freedom of information and data protection acts etc at the bottom of the page.
They are actually quite correct in requesting this info for a SARs request. They have to ensure you are indeed the customer (unless is a fraud case). If you think that they have billed you incorrectly why not ask for the final bill to be re-sent? You can then check this, as calls are charged in arrears not everyone (trust me, I used to get this a lot) is aware that there may be another bill after disconnection.
funkyrobot said:
fatboy b said:
It it's Vodaphone, they'll win. Thieving scum.
Ha ha, how'd you guess?I had 18 terrible months with them, then a month after leaving them this all happens.
I haven't had much time to get stuck into this problem until now, but I think i'm gonna go full bore!
Even if I don't get my money back i'm going to try and cause them some hassle lol.
t credit rating. Took another 4 months for them to admit their mistake, and reinstate my rating.Office_Monkey said:
They are actually quite correct in requesting this info for a SARs request. They have to ensure you are indeed the customer (unless is a fraud case). If you think that they have billed you incorrectly why not ask for the final bill to be re-sent? You can then check this, as calls are charged in arrears not everyone (trust me, I used to get this a lot) is aware that there may be another bill after disconnection.
I asked them for a bill, they say they have sent it, but I have received nothing. This was over a month ago.Also, within the last few weeks of my contract I called the customer care centre up and specifically asked them when my last bill would go out. They said that no more money would be taken after my final billing period. However, a month after that some more money was taken.
All they seem to keep saying is that I owe them this money.
I know they need checks to make sure I am who I say I am, I just thought that I would check on here to see if what they are asking for is normal practice.
I probably did owe them this money but i'm very annoyed that they have taken it without any proof, and they took it a month after I was specifically told that the final payment would be taken.
This is why i'm after the transcript, its my proof that I was mis-informed. They just seem to have made a habit of mis-informing me, and because they are so big they don't seem to care. I'm one customer in a billion I suppose and I won't be able to make a difference. But that attitude really annoys me and I won't let them bully me around.
Edited by funkyrobot on Thursday 16th October 12:53
funkyrobot said:
Having an issue with a mobile phone provider who took money out of my account without my knowledge or consent
Direct debit guarantee scheme might work here, tell your bank that the DD was made without your knowledge or consent and they will reverse pending resolution of the dispute.It's understandable, a bit crafty but understandable.
You're making a subject access request, they need to ensure you are who you say you are before they release the transcripts.
If they for instance sent your data to a 3rd party then they would be liable for a hefty fine.
I've no doubt that they are doing the maximum they need to, to make it as difficult as possible but the request is being made out of a requirement imposed on them by the Government.
You're making a subject access request, they need to ensure you are who you say you are before they release the transcripts.
If they for instance sent your data to a 3rd party then they would be liable for a hefty fine.
I've no doubt that they are doing the maximum they need to, to make it as difficult as possible but the request is being made out of a requirement imposed on them by the Government.
ali_kat said:
What 'they' don't tell you, is that they record their calls when they call you to sell you something....
Is this legal? I thought you had to be advised that you were being recorded...
If you're not informed then its not illegal, its just not court admissable as evidence.Is this legal? I thought you had to be advised that you were being recorded...
Not a lot of outbound recording goes on though to be honest.
Plotloss said:
It's understandable, a bit crafty but understandable.
You're making a subject access request, they need to ensure you are who you say you are before they release the transcripts.
If they for instance sent your data to a 3rd party then they would be liable for a hefty fine.
I've no doubt that they are doing the maximum they need to, to make it as difficult as possible but the request is being made out of a requirement imposed on them by the Government.
If they are happy to give you personal information over the 'phone, just by giving a password and your postcode, I don't see why that person can't then order a transcript to be sent to their registered account address. After all, they're happy to send phone bills there without any further ID.You're making a subject access request, they need to ensure you are who you say you are before they release the transcripts.
If they for instance sent your data to a 3rd party then they would be liable for a hefty fine.
I've no doubt that they are doing the maximum they need to, to make it as difficult as possible but the request is being made out of a requirement imposed on them by the Government.
I would suggest they are just being difficult in the hope the customer gives up.
onomatopoeia said:
funkyrobot said:
Having an issue with a mobile phone provider who took money out of my account without my knowledge or consent
Direct debit guarantee scheme might work here, tell your bank that the DD was made without your knowledge or consent and they will reverse pending resolution of the dispute.They were utterly useless and said that they could investigate this for me, but if vodafone said I owe them money there isn't much I can do. So they take their word over mine!
The bank were just trying to put me off the idea I think, too much hassle for them.
The attitude I got was the least caring you could ever know!!
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