help anyone else having problems with talktalk and ex-directory?

DS-2

bagpipeman wrote: »

Today, 27/10/2009, I recieved a telephone call ... from Michael Hopkins who said he was calling from the "Chief Executive's office". When he told me TalkTalk had no record of my instruction to be ex-directory and that I had always been listed in the Telephone Book...

On 28th April 2008, Watchdog reported that TalkTalk "...blamed human error and say they've conducted an extensive review of their internal procedures to ensure this situation shouldn't happen again."

Not, "wouldn't" or "couldn't," but "shouldn't."


Interestingly, for an investigative show, Watchdog did not press for any revelations about the extent of the problem or ask whether TalkTalk where going to contact the customer's who had been affected by this mistake.


Here we are, 18 months on. Isn't 18 months a period that TalkTalk likes?

bagpipeman

We obviously share a common interest DS-2.

It requires little research to establish that this problem is a systemic failure and not human error, unless of course, TalkTalk is blaming humans for the failing system.

Don't be too harsh on the BBC Watchdog team they have a tremendous volume of potential programme items to analise and appraise - as do colleagues in other media and organisations concerned with such consumer problems and complaints.

Sometimes it requires more focused individuals or groups to assist the process of accumulating, analysing and presentating disparate complaints and grievances. Large collectives have a louder voice than solitary individuals and the media and consumer organisations do tend to listen to louder voices.........

I wish you could have seen that Jack Russel!

Edward James

ab72_2

Hi all, I have just found out i am also now in the directory although i requested not to be entered when i first joined talk talk. When i contacted them they denied that i had been entered, when i said i would be cancelling they said as i was still under contract they will be charging me £120, i replyed they were in breach of contract and also the data protection act. After being put on hold for some time they eventually said there had been a mistake involving 23,000 people being entered into the directory. I will not be paying them any cancelation fee and i also recommended talk talk to family & freinds who will be also be cancelling so its been an expensive day for talk talk today, so please beware if your joining talktalk.

TalkTalk

Hi All,

As per the quoted WatchDog investigation TT were aware of an issues with the Directory status for a limited period around 18 months - 2 years ago.

To my understanding this was during a limited period and the issue has since been resolved. However if there is anyone who should not appear in the Directory but whos details have been published feel free to join the Members Forum and we can request an Directory update for you, removing your details from directories within the next 28 days.

I am unsure what if any notification was given to those customers affected or what actions were taken to automatically resolve the issues experience however if any customer who wish to change their directory status either to be included or omitted feel free to join the forum and we can assist.

http://www.talktalkmembers.com/forums

Regards
Mark

mike216

Last week I received a letter from TalkTalk admitting they had placed me in the directory on my new number, despite me requesting to be ex-directory. So there I have in writing, an admission of fault and obviously a breach of the DPA.

TT have offered to change my phone number for free. However I am not going to accept this offer.

Anyone know how best to handle this, in terms of extracting the maximum possible compensation from TT for the distress this will cause me, the inconvenience of the growing volume of unsolicited phone calls, irresponsible handling of my personal data not to mention the value of my time taken in either getting my existing number taken off various callers' lists, or the alternative which would be to change the number and go through the tedious process of updating it on all of my online banking etc accounts?

Thanks

Mike

sonnypon

Hi There! I too have just received a letter in the last few days advising me that against my wishes I have also been placed upon the register and do not wish to be there. I will be seeking damages by issuing a Notice to them claiming damages and distress for the inconvenience that they have admitted in writing that they have caused!!

Previous customers back a couple of years ago have been paid out as much as £200 upwards in compo, I was being given £25 credit towards my bill which I rejected and shall now be seeking higher amount due to the atrocious increase in inflation!!

Your experience with them in receiving such payments welcome!!

Peace, Love and Light.

9/11 and 7/7 was an inside job!
Beware the New World Order, WAKE UP and educate yourselves!!

mike216

Thanks for relating your experience, sonny.

I have not been offered any financial compensation to date, all they have offered if to give me a new phone number for free. How generous.

Should I make my initial contact direct with TT, or should I go straight to the ICO?

sonnypon

Hi Mike,

I was offered £25 when I contacted the number on the letter to get an address to send a reply to the 'Senior Director' that was named on the letter but was just given the standard PO BOX 360 address. It was at this stage they said hey were going to apply the £25 as a goodwill gesture but I told them not to bother as I was now aware of the situation after researching online and I thought that it was an insult but thanks anyway.

As far as I know you need to go through the normal complaints procedure with the company first, keeping copies of all documents received and sent as evidence. Some people are saying upto 8 weeks to give them but I would state in the subject line that it is a 'NOTICE OF INTENDED PROCEEDINGS AND OPPERTUNITY TO CURE'. I would state 28 days as a reasonable time to resolve the matter before taking matters further, if not heard anything within 14 days I would send a kind reminder advising them that they still have 14 days left to resolve the matter. I would state clearly on your Notice what you are seeking in 'Liquidated Damages' (a set amount that you are claiming) or 'Unliquidated Damages' (no set amount being claimed). This shows that you have been reasonable at all times when trying to resolve the matter but as you already have a letter stating that they have breeched the 'Data Protection Act (DPA) 1998' you are already half way there. Once you feel that you are not getting anywhere with them and the 28 days has expired, I would contact Otelo and the ICO as per their procedure on their websites (ICO will not assist until you have followed TalkTalks complaint procedure first.) Once you have followed these steps and still no joy you then have the option of Court action or even small claims court. You will have your evidence pack ready as you have kept all copies of correspondence in regards to the matter. For court, three copies of each are required, one for yourself and two for the courts.

I hope this information is helpful for you.

mike216

Wow thank you, that is superb advice :money:

Just one small point, their letter does not explicitly state that they have breached, the DPA, only that my phone number, name and address have been published in the printed directory. I am quite confident that this constitutes a breach of their legal obligation to safeguard the privacy/security of my data according to my wishes.

However is anyone with a less patchy knowledge of the DPA than myself able to confirm that this constitutes a breach?

Thanks
Mike

sonnypon

No worries. No they wouldn't state that in their letter but that is exactly what it is. This was first brought up a couple of years ago. Over 20,000 customers details were published and it was put down to human error but it been happening ever since even though it 'shouldn't happen again' they said. It was also featured on Watchdog. By publishing your details when you have clearly stated to them not to is a breech of the DPA 1998 and by saying in the letter and i quote ' WHen you joined TalkTalk you requested that your phone number be ex-directory. Unfortunately, your ex-directory request was not processed correctly and your name, address and phone number were published in the printed directory.' They have admitted wrong doing. They aren't going to spell it out that the have breeched Data Protection but up to you to know this information yourself.

Do a search online and you will find out a bit more about this but basically what I said above is the best way to handle it as far as I'm aware.

Good luck and keep us posted, will do the same on how things unfold this end too.

Regards
Sonnypon