Do companies have to stick to something they have told me

powerful_Rogue

hardanger wrote: »

I understand that this may in fact be their approved route, but the representative told me otherwise and accepted the request. So my question is, can I legally hold them to what they told me?

Many thanks

No. There's strict procedures in place concerning personal information, thats why you would need to go along the SAR route and supply the information requested.

marliepanda

hardanger wrote: »

Yeah too right! Am emailing them from now on!

Oh that's interesting, surely I can request their first name or an identification number?

Again, no.

wealdroam

hardanger wrote: »

I understand that this may in fact be their approved route, but the representative told me otherwise and accepted the request. So my question is, can I legally hold them to what they told me?

Many thanks

No you cannot.

Even having listened to the tapes, CPW could rightfully say "I am sorry our representative made a mistake and you need to do [something else] instead".

wealdroam

hardanger wrote: »

...surely I can request their first name or an identification number?

Of course you can, but they can refuse that request too if company policy says so.

Fosterdog

You have no right to an employees name or ID number, they also don't have to pass you to a manager when you request it. They are there to do a job, you may not like the answers they give but you have no right to then take their detail or speak to someone higher up.

I highly doubt someone who's job it is to take calls just hung up on you for requesting their name or to speak to a manager, you most likely were being a difficult customer and there was nowhere further the call could go with out the employee constantly repeating themselves and you both going in circles. How much time do you expect them to waste like that before ending the call to deal with another customer who has probably been stuck behind you in a queue to speak to them?

cookie365

What do you want the phone recording to prove? What's the actual problem?

k3lvc

Given your reluctance to accept what's being told to you here one can only assume the tone/content of the phone call.

Unless you've financially lost out I'd be taking a chill pill and enjoying your weekend having crossed CPW off the list of companies you'll deal with

daytona0

hardanger wrote: »

Ok, thanks for the reply.

I had an extremely poor experience when on the phone to them, where the representative refused to give me her name when I very politely requested it, refused to pass me to a manager and then hung up on me!

I've worked in a call center and the customer only needs the first name from me. If you weren't given this then I'd be inclined to be on your side, but if you were asking for surname too then you can jog on. Some of my best phone arguments were for that reason! The precise reason is that you can be any old nutjob and it would be difficult to trace/deal with them. In contrast, an employee is being monitored and is under data protection laws with the handling of your full name.

With regards to the manager situation, they don't HAVE to oblige but they do occasionally offer you a callback which is perfectly reasonable. If you weren't at least offered a callback within 24 working hours (which you'd sniff your nose up at in fairness) then I'd be inclined to side with you too..

I rang back and asked for the data of the recording which they always say before the call starts that they have, and the representative agreed, we arranged how it would be sent to me and she said this would be done within 14 working days.

The data never arrived, and now they are claiming data cannot be accessed via this method, and I must submit an application online, at my expense!

I hope this makes my situation clearer, thank you for your help.

Yea, I don't know the ins and outs but I've transcribed some calls before for precisely the same reason! Basically, you have to pay like £10 to have them sent to you (not least because you're making me spend 30-60 mins at min wage to do it for you when I could be doing something more productive )