BT Salesperson Ordered New Phone Line in my Name!

Paul_Varjak

After making in excess of 100 calls and over twenty hours on the phone to BT, I have finally managed to escalate this complaint! Staff at BT HQ must be fed-up of hearing my voice now!

One member of staff had the nerve to suggest that I would breach the Data Protection Act if I published the one and only phone number for a manager in the Chief Executive's office! I pointed out that as I am NOT a data controller, I would not be breaching the Act!

Amazingly, that manager does not even have a land-line number! That means I have to call an expensive mobile number. Anyway, I got her to call me back and, as always, the call was recorded. She could certainly see what my concerns were, even though she found it hard to believe that a BT employee would commit fraud as they would be found out!

Well, it has taken me nearly 4 weeks to get to speak to someone that can finally deal with this issue properly. Others have either ignored what I said or have no power to do anything or simply say 'there is no fraud' without giving it proper investigation. It is only because I have been so persistent that BT is now investigating this!

I have been told by BT they will not investigate unless they have a crime reference number from the Police but the Police say they will not give a crime reference number unless BT confirms there was a crime! In other words, until BT (the perpetrator of the crime) voluntarily contacts the Police to say they committed the crime, the Police will do nothing! So much for the Fraud Act 2006 - which takes away the responsibility for investigating fraud away from the Police and placing that investigation (in this case anyway) into the hands of the criminal themselves!

MK55

Paul_Varjak wrote: »

After making in excess of 100 calls and over twenty hours on the phone to BT, I have finally managed to escalate this complaint! Staff at BT HQ must be fed-up of hearing my voice now!

One member of staff had the nerve to suggest that I would breach the Data Protection Act if I published the one and only phone number for a manager in the Chief Executive's office! I pointed out that as I am NOT a data controller, I would not be breaching the Act!

Amazingly, that manager does not even have a land-line number! That means I have to call an expensive mobile number. Anyway, I got her to call me back and, as always, the call was recorded. She could certainly see what my concerns were, even though she found it hard to believe that a BT employee would commit fraud as they would be found out!

Well, it has taken me nearly 4 weeks to get to speak to someone that can finally deal with this issue properly. Others have either ignored what I said or have no power to do anything or simply say 'there is no fraud' without giving it proper investigation. It is only because I have been so persistent that BT is now investigating this!

I have been told by BT they will not investigate unless they have a crime reference number from the Police but the Police say they will not give a crime reference number unless BT confirms there was a crime! In other words, until BT (the perpetrator of the crime) voluntarily contacts the Police to say they committed the crime, the Police will do nothing! So much for the Fraud Act 2006 - which takes away the responsibility for investigating fraud away from the Police and placing that investigation (in this case anyway) into the hands of the criminal themselves!

Hi Paul,

Great read I've read every page..I did this because I had a very similar situation.

2008 my granddad had passed away,I rang bt to inform of the same, and I agreed to stay with them as my gran moved in with me and the house went up for sale, but I still wanted the service until the property was sold.

14 days later an account was set up in my name and a final bill for my grandad.. After 4 months complaint it was resolved and the account was reversed...I unfortunately provided them with my personal details because I thought they was simply storing my name onto the account. However the credit search was removed from my file as I didn't agree and I received compensation from OFCOM for them breaching some rules ( not my area of expertise)

As you said I've never rang BT since. Best of luck with this one, I hope to read a success story soon.

Paul_Varjak

MK55...

To be fair, it seems it was a genuine error in your case. I am sure your name could be associated with granddad's account but there is no way that BT could continue to provide service in your granddad's name once they were informed of him passing away.

As you wanted service to continue then BT should have made it clear that you would, in effect, become their new customer and if that required a credit check they should have sought your permission. As the credit check was erased from search records, after you complained, it would seem that you gave no permission for a credit check.

You said you got compensation from OFCOM, are you sure that the compensation was awarded by them? I think you will find any compensation was awarded by OTELO!

I would be interested to know how much compensation you were awarded and exactly what it was for!