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

NovaStar_2

I've just received this letter too. I'm not even sure which directory my number has been printed in; is it the BT one? Just checked BT online and no number there; I've only been a member for 2 months so are they saying a new directory has been printed in that time or have I irreversibly been queued up for the next printed directory?

They are offering me a new number but I don't care about that as I don't use that number for incoming calls; I don't have a phone plugged in 99% of the time. What I am annoyed about is that my name and associated address may now appear in a public document.

Can't really be bothered chasing them for compensation I would just ask that as they have obviously had these 'human' errors before and given assurances that it won't happen again that they be prosecuted by the information commissioner. I'll be trying to forward my complaint to him/her. Maybe then they might just realise that these are mistakes that cannot be allowed to happen. I really can't believe that one of the largest telecoms companies in the country are making elementary mistakes like this. I suspect though that this won't be the last time we hear of such incompetence from these clowns.

witherj

I just received the same letter so the problem is ongoing.

TalkTalk

Hi All,

I am investigating into the Letters received and have requested further details on this issue as to the cause and relevant actions to resolution on this matter.

Regards

Mark

TalkTalk

Hi All,

We have been requested by senior management to collate any examples of these issue that we are seeing via the Online Community Team.

As I have no facility to exchange personal details, whereby we could identify the accounts of affected individuals above, can I request that those affected either :

a) join the TalkTalk members Forum, posting in the Customer Service and Billing section so this can be picked up or

b) if you do not wish to join the forum (as per halifaxflea's) but would like your details to be included in the numbers of individuals affected by this issue engaging with the Online Community Department, please email the TTMFContactus@talktalkgroup.com email address with Marketing Preferences in the subject field.

Once completed either I or one of my colleagues in the Online Community Department can collate examples for further investigation on this issue and advise the relevant process for all affected.

Regards

Mark

NovaStar_2

Slightly confused, I know you are trying to help but why don't talktalk management find out through their own organisation about the cases? I'm paranoid I know but I don't want to publish any account information by a forum or email to a general email address. Surely all details of the cases are already available within the talktalk organisation.

I also wish to take back my clowns comment above which was made in anger. I know all organisations are made up of a mixture of people and some of the good ones may be offended by my comment. I do however believe that these are mistakes that cannot be allowed to happen. This doesn't apply in my case but some people have very genuine reasons for not wanting their address published and possibly circulated to tens of thousands of households and businesses. I don't want mine published out of principle and who knows what consequences it could have in the future?

In fact I would think most people these days go ex directory so it is even more puzzling how this could happen.

I know these details are available on the electoral register but I've taken steps to ensure I am not on the distributed copies.

mike216

I smell a whitewash!

(non-specifically quoting Mark Talk Talk Rep, however don'tknow how to do quotes on here)

Keep it hush hush by bringing it all under the TT roof, so the damage limitation exercise can begin... pretty damaging to a brand, I'd imagine, if it became synonymous with carelessness towards personal data?

TalkTalk

Hi All,

The TalkTalk members forum is an officially supported forum, staffed by TT employees who provide account support and proactively raise issues to the attention fo the business for resolution.,

The TTMF Forum is publicly accessable so any posts made on the forum are visible in the public domain. As such this is not a matter of bringing it under one roof to limit damage, but rather to collate in a single area to apply resolution.

Yes with regards this matter TT are aware of those customers affected, hence a letter has been sent. However if customers are not happy with the content of the letter or the proposals made we need to understand the impact of this, i.e what proportion fo those contacted are unhappy.

As we cannot provide account level support via MSE I can only ask that you register on the TT members forum where we can privately confirm security details and raise this matter to the attention of senior management with empirical data to support the number of customers affected so this can be considered in the wider application of good will gestures offered to these customers.

Regards

Mark

mike216

Thanks for the information Mark, however at this stage I would prefer not to use the TT Members' Forum at this stage.

I have raised a complaint via the Talk Talk website wherein I set out my request for what I consider to be fair and reasonable compensation for the damages incurred. I do not view this to be a 'goodwill gesture' as Talk Talk have breached the Data Protection Act 1998 with respect to my personal data and I therefore consider this to justify compensatory proceedings as above.

Clearly if word were to spread (again) into the wider public domain about the failure of a company to rectify known issues in how it deals with customers' personal data, this could have a damaging impact on the brand.

I will provide periodic updates on the progress with my complaint in due course.

Mike

djlysuc

I too have had a letter in the last week regarding my personal details being published to the directory. I only joined Talk Talk about 5 months ago.

Not only is the implication of the letter shocking, but the wording and content of the letter is appalling for a customer service manager. There is no real apology, just "unfortunately" your details were published. There is nothing to say what action the company has taken to prevent this from occurring again (reading previous threads, this is far from the first time) and there is nothing to in-still any confidence that this company can be trusted with my personal details.

I will be following the advice of members above and raising my complaint like everyone else. I have already been inconvenienced several time with cold calls and marketing calls. I was especially upset last week when someone was rude to my partner for refusing a free spa day and for refusing demands for her mobile phone number! This is not acceptable.

Andy.

mike216

I have also contacted the BBC's Watchdog to inform them that this problem is still occurring despite Talk Talk supposedly 'fixing' it 2 years ago.

I would advise anyone else who has received a similar letter this month, to do the same, so that the scale of the problem can become apparent, and the BBC Watchdog team can decide whether a further investigation is required.

Googling 'TalkTalk ex directory' brings up a fair number of recent similar complaints on other forums, and I would advise anyone considering accepting TT's 'goodwill gesture' not to do so, as you should be able to get more substantial damages as this is a breach of contract and of data protection laws.

Mike