| See my reply to you just posted on the other thread, all call centres have to comply with a law called the data protection act, the lady you spoke to was telling you the truth. How pleased would you be if a fraudster gained access to personal info of yours because a cs agent tooki pity on the struggling caller and made acces to account details easier by turning a blind eye to to the dpa process. Personally, id be furious. |
Having both run these, and also been a user of many, it is by no means unusual for customers to forget the answers to security questions - or what security questions they had set up. That is why in well-run operations there are invariably several questions that can be offered for answer.
It is the inflexibility of O2 that would be quite quaint in other contexts.
In this case it was I think the 4th or 5th question that was the hurdle (the number of minutes in the current calling plan), the answer to which is not in any of the account documentation that I have since renewal and handset upgrade 7 years ago, other than the name that I provided, or in O2 literature or easily found on the web site.
Prior to that it was a different calling plan known as NET 100, that provided 100 inclusive minutes a month. That followed a transfer from Vodafone in late 2002, which was on yet a different calling plan managed by Vodafone on the O2/Cellnet network.
In fact as this was the first time I had had need or cause to call O2 in over 10 years - every other transaction had been either at an O2 shop, or by letter, or by text - no specific personal security questions had been set up on the account.
It is not simply a matter of call centres having to comply with the Data Protection Act - all collectors of personal information with a number of limited exceptions are obliged to comply with the Act, and those include keeping personal account information secure.
In the case of the order that hasn't been fulfilled no such account information was being requested, simply a matter of advice as to when the order might be reasonably expected to be fulfilled - i.e. when would it be delivered - since it had been failed to be delivered on the date that had been confirmed 11 days before. That is not directly personal information, though.
It's still the case that there had been no advice on this, or response to my e-mailed inquiry.
As of tonight MyO2 shows that the order is complete and also still 'Sorry about the delay. We're working on it now.' And no detail, or DHL ident to track the order.
Where and to whom this might have been delivered to is unclear as it hasn't been to me or to my address. I have been out all day 10.30 - 21.30, and had received no advice that a delivery might be made today by any channel - text, e-mail, or simple call to my mobile.
