BT Salesperson Ordered New Phone Line in my Name!

Paul_Varjak

Yes I agree, they have handled it well - that is due, in no small part, to the fact I posted these problems on the internet for all to see! Big companies do not want bad publicity and BT do constantly monitor forums for complaints.

Also, I have been dealing with BT for a couple of weeks now with problems my aunt has with her phone line, so I already had a couple of contacts within BT to get this matter sorted too.

Paul_Varjak

Just learned that another order was made in my name at 6:43am today!

DVardysShadow

Paul_Varjak wrote: »

Just learned that another order was made in my name at 6:43am today!

:rotfl::rotfl::rotfl::rotfl::rotfl:

victor2

Paul_Varjak wrote: »

Just learned that another order was made in my name at 6:43am today!

The call centre in India was probably pretty quiet around then!

Paul_Varjak

victor2 wrote: »

The call centre in India was probably pretty quiet around then!

It transpires I was give wrong information! They now say that a 'robotic' order was made at 14:20 today to cancel the original order made on 24 December!

I do suspect that the order placed on 24 December and a partially processed order on 25 December were done when the Call Centre was not busy! I can envisage the call centre worker collecting details of prospective customers over a matter of days or weeks and then processing them all 'offline' at Xmas!

Paul_Varjak

The BT salesperson who processed the order in my name is Shabuddin Shaik and he works at a call centre for BT in India.

spike7451

new2012 wrote: »

I am with VirginMedia and about 4 or 5 years ago I got a deal with Sky so I phoned up BT to enquire about getting my BT line reconnected as I had a VirginMedia phone line.

Just enquiring and not ordering.

In the end I decided to stay with VirginMedia for my phone and broadband.

There was no phone plugged into my BT socket so I never knew that BT had re connected my line and given me broadband until I got a bill. My VirginMedia phone worked all this time.

That took a while to sort out, I eventually had to contact the boss of BT.

I am glad the call was recorded.

Now I will never phone BT to enquire about anything.

It would do if you are Virgin Cable,the phone does not connect into the BT exchange at all until it reaches what we call a Head End,which can be over 50 miles from you.

Paul_Varjak

Dear Sirs
BT Agent Fraudulently Ordered Services in my Name

On December 24, 2011 a BT agent in India (Shabuddin Shaik) ordered a phone line in my name at my address without my permission. On 25 December the same agent attempted to make a second order, but apparently abandoned the attempt.

According to 'Sean' from BT' Call Centre in Doncaster, Shabuddin Shaik did this to earn sales commission. A fake email address was used (****.******@hotmail.co.uk), false details were also used as a mobile contact number for myself.

Immediately after creating the new account, Shaik changed the method of contact from post to e-mail – ensuring I was not notified of the order he placed in my name. He also manually entered false credit verification details – no credit reference agency check was performed.

This has caused me a great deal of anxiety for the past two days and I am now going to have to take steps to ensure that this theft of my identity is not used to open accounts elsewhere. This will cost me both time and money.

I now require BT to take steps to rectify this problem and ensure it does not happen again...

1. BT should confirm in writing that the order VOL011-*********** has been cancelled and that no charges with be raised.
2. BT should confirm in writing that no orders will be accepted in my name without a credit check being performed with whatever credit reference agency BT may use at the time.
3. BT should confirm, in writing, that they will not accept orders in my name unless they have received instructions in writing that bear my signature (below)
4. BT will compensate me £500 for the distress this has caused me and for the time and expense I will incur in ensuring this identity theft does not escalate to other accounts held in my name.
5. BT supplies me with any phone recordings in their possession of any contact I have had with BT since November 1, 2011.
6. BT confirms, in writing, that they hold no bank account details in my name

If BT does not agree to the above, this matter will be referred to Ofcom, the Ombudsman Services and the Information Commissioner on 8 February, 2012

I am sure you will be aware that the fraudulent processing of my data is clearly a breach of the Data Protection Act and this activity has also highlighted further breaches of that Act...

The first I knew that an order had been placed in my name is when a BT Home Hub arrived at my home address. The outer packaging clearly had my name and address but also an order reference number.

Using just that order number and my Post Code, it was possible for me to track the order on BT's website. I was very concerned about all the personal information that could potentially be gleaned about me from that order tracking...

1. Phone number assigned to me.
2. The BT package that had been ordered.
3. A contact phone number for me (in this case a false number)
4. An e-mail address for me (in this case a fake e-mail address)
5. The date of connection for the new service
6. Billing and Correspondence addresses for me

I would suggest making this information potentially available to anyone who just happened to view the exterior of the packet sent to me, is a clear breach of principle 7 of the Data Protection Act.

I require that you provide a full reply to this letter within 7 days of receipt.



Yours faithfully


**** ******

mattyprice4004

£500 is way OTT, in my opinion.

Mark_In_Hampshire

mattyprice4004 wrote: »

£500 is way OTT, in my opinion.

I'd have to agree. Poor as this incident was, this is not, actually, identity theft, and there is no particular reason to believe that further fraud will be perpetuated.

If you were only enquiring originally, then they should hold no bank details for you, and I'd pray that their operatives can't actually see bank details such as sort code, account number on the screens they access anyway since there's no need for them to be able to do so.

It would be best to calculate it based on the number of hours it took you to resolve at somewhere in the region of your hourly income, but, should it be higher, going much above about £30/hr would probably be unreasonable.

In negotiation it can be worth going in higher to start with, but, if what you ask for can clearly be seen to be reasonable, you're more likely to get a cheque no questions asked, and, if you did want to press the matter legally, I think the magistrate would probably err on the basis of calculation I've outlined above.