Re: O2 - is this standard for them?

On Fri, 21 Oct 2005 23:32:50 GMT, "mark" <mark@xxxxxxxxxxx> wrote:

>
>"Peter Saxton" <peter@xxxxxxxxxxxxxxxxx> wrote in message
>news:ntril192195dnpmuans453g4ue2l8ebpik@xxxxxxxxxx
>> An ex tenant at my house left a year ago. He told O2 of his change of
>> address and eventually the O2 bills stopped being sent to my house.
>>
>> I was surprised when a letter, addressed to my tenant, arrived. I
>> didn't know his new address and because I hadn't seen any O2 letters
>> for about 9 months I opened the letter. It was a threat to affect my
>> ex-tenants credit rating! While they had my address the threat could
>> affect me.
>>
>> I called them but they said they couldn't discuss the account because
>> of the Data Protection Act. I explained I didn't want to discuss the
>> account I wanted them to send me a letter saying that they would do
>> nothing that would affect my credit rating and take my address off
>> their database. They said they couldn't discuss the account! I
>> couldn't get them to understand the difference between the account and
>> my address. They put the phone down. They did this a few times.
>>
>> I sent them a letter of complaint. I asked them to confirm that they
>> wouldn't do anything to affect my credit rating and that they have
>> taken my address off their database.
>>
>> This is the reply:
>>
>> "Dear Mr P Saxton
>>
>> Thank you for your letter of 6 October 2005, addressed to the
>> Complaints Review Service.
>>
>> Unfortunately due to the Data Protection Act I am unable to discuss
>> any activity on our customers account also due to this and our company
>> privacy policy I am not at liberty to discuss our staff training and
>> procedures. However, I can advise that your letter has been looked at
>> the appropriate action taken in accordance with our company
>> policies.(sic)
>>
>> Please do not hesitate to contact us on 0845 330 0669 if you have any
>> further questions or comments with regard to the issues highlighted in
>> your letter."
>>
>> Do they really think that is a sensible response or are they hoping to
>> deal with 99% of complaints using such a copy and paste job?
>>
>> I have written to them again asking them to confirm that they will not
>> break the law by sending another threatening letter to my address. If
>> they do not comply I will complain to the Information Commissioner's
>> Office.
>>
>> I will also complain to the regulator about their call centre monkeys
>> not dealing with a reasonable complaint.
>>
>> Anyone got any advice?
>>
>> --
>> Peter Saxton from London
>> peter@xxxxxxxxxxxxxxxxx
>
>You should have marked the envelope "NOT KNOWN AT THIS ADDRESS" and put it
>back in the post box. The company would have sorted it out. because you
>are opening mail addressed to someone else and trying to discuss another
>account they are suspicious. Why didn't you just phone this ex-tenant from
>the details quoted on the letter and ask him for his new address? What did
>you do with all his other mail?
>You will not get far with your complaint and have been advised why by the
>phone company.
>Out of interest, can you tel me which law has been broken by sending a
>letter to your address? You must know to say that! I thought it was a
>criminal offence to open other peoples mail, so make sure you check before
>moaning too much or they might get you back.
>
I'm not going to risk having my credit record damaged by the
incompetence of O2.

If O2 would sort it out why don't they feel able to state that in
writing?

I don't have the telephone number of the ex-tenant. What details would
enable me to phone him? The letter was address to my home and didn't
have his details. What could the ex-tenant do about it? It's O2 that
are incompetent.

He collected his other mail and said we could throw away anything else
that was sent.

Advised by the phone company? They send a letter to my address and
when I want them to correct it they refuse to say anything?

"Firstly, a data controller is required to comply with the eight
principles of good information handling (the Data Protection
Principles):

These principles require the data controller to:
1. process personal data fairly and lawfully.
2. obtain personal data only for one or more specified and lawful
purposes and to ensure that such data is not processed in a manner
which is incompatible with the purpose or purposes for which it was
obtained.
3. ensure that personal data is adequate, relevant and not
excessive for the purpose or purposes for which it is held.
4. ensure that personal data is accurate and, where necessary,
kept up to date.
5. ensure that personal data is not kept for any longer than is
necessary for the purpose for which it was obtained.
6. process personal data in accordance with the rights of the
individuals to whom the information relates.
7. ensure that personal data is kept secure.
8. ensure that personal data is not transferred to a country
outside the European Economic Area unless the country to which the
information is to be sent ensures an adequate level of protection for
the rights (in relation to the information) of the individuals to whom
the personal data relates.

They broke 1, 2, 3, 4, 5, 6 and 7.

If it's his mail and he has informed them of the change of address and
they have been using the correct address for nine months why should
they send mail to my property? Especially with a threat to credit
ratings. If they want to issue threats they should make sure they get
things right.

--
Peter Saxton from London
peter@xxxxxxxxxxxxxxxxx
.