Access to phone call to bank

stickle2k

are we able to access the phone calls that are recorded when we speak to our banks? i've had a problem where i arranged a large overdraft to be paid off a while ago over the phone and thet said it was all sorted for me and not to worry. now, 6 months later, i've had a phone call saying i hadn't paid it off and as a result have been charged £20 a day. i.e. it's the bank's error so i want access to the original phone call 6 months ago to prove that at was all supposed to be sorted!! (and as a result at least get all the £20 charges refunded...)

pleeeeeease help!!!

stacey

rb10

How did you not manage to notice that the 'large' amount had not been debited from the account that you paid it from, or that the account still had a large overdraft on it?

And that the bank will have been sending you letters at least monthly informing you of the charges?

You cannot access the recording. If you raise it as a complaint with the bank, they may be able to.

Mr.Mulla

stickle2k wrote: »

are we able to access the phone calls that are recorded when we speak to our banks?
stacey

No, it's confidential conversation. Like what rb10 said, the only time you can have access to it is if you raise it as a complaint. They will use it for investigation.

never-in-doubt

Actually you can request recordings (and images if they had you on CCTV) under DPA (s.7).....

Processing of information does cover taped recordings between the processor and the data subject.

stclair

Yeah you can get call recordings however the bank may charge you though.

I know with natwest/rbs at the end of the call a number comes up at the bottom of the screen which is the call reference number.

However you may need to put in a complaint or a SAR to get it.

hippey

However make a request under the DPA for your call records and you might get a refusal due to this part of section 7-

(4) Where a data controller cannot comply with the request without disclosing information relating to another individual who can be identified from that information, he is not obliged to comply with the request unless—
(a) the other individual has consented to the disclosure of the information to the person making the request, or
(b) it is reasonable in all the circumstances to comply with the request without the consent of the other individual.


The other individual being the call agent on the call. In theory they can (and I personal have know them use) this section. however it can be successfully argued that as the other person is an employee of the company and the relevent record do not carry their personal data they shouldn't be witheld. However getting the bank to find the recording will prove difficult, I have had to use production orders in the past to force the issue then only to find out that recordings were deleted in X days after the call.

stclair

If they dont send a copy of the actual call on a CD etc the company in question should send a transcript of the call as an alternative.

Natwest use a system called QMS which stores the calls for 6 months if not longer. Calls can found by entering the telephone number which the caller dialled from etc.