EE causing nightmare - help please

d123

flossy_splodge wrote: »

Matter of opinion and whilst I realise many folk let things 'go', I am not prepared to do so.
The underlying principle is just plain wrong.
There are many many other questions they could ask.
So thanks for offering your 'opinion' as an absolute statement but I'm afraid I disagree.

It's not opinion, it's the law. EE have to comply with the Data Protection Act, you have to prove you are entitled to the information held on the account.

You can be obstinate and foolish, but you'll get no further, and no, it's not bad customer service, it is you at fault.

pmduk

OP, I'm sorry, but you really cannot blame anyone at EE for protecting your security. You have three options 1. Conduct your business in writing. 2. Conduct your business in person at an EE store, by satisfying their security requirements which you have been informed will require photo ID (Do you really dare show anyone that?). Or 3. Set up phone access again, which will require you to call them on a number you know to be an EE number and confirm your details. These are just the same details you happily gave them to set up your account in the first place. You can then create a new password. I suspect the old one disappeared when EE merged computer systems late last year. Unfortunately, these things happen.

EE is not being difficult for the sake of it. Both the company and the individual advisor face fines should they breach the Data Protection Act. These fines are increasing substantially soon under new GDPR and are outside EE's control.

When I worked for a network we were not allowed to escalate calls if the caller couldn't (or wouldn't) pass security. Other staff may not have the tools to successfully verify identity.

Ms_Chocaholic

Flossy's been online but not replied or acknowledge our replies, clearly not what Flossy wanted to hear

sully1311

You're just being a bit silly I'm afraid flossy.

No one can do anything with a partial bank account number.

You've probably put a block on the account now until you show ID at an EE store.

flossy_splodge

Many thanks to those that replied courteously and gently, I appreciate it.
I emailed the CEO and in consequence have now had a conversation with someone at the highest level who has acknowledged what I have said and agrees I have a point.
The point being, for those that missed it, it is not wise to tell folk to beware of ever giving out personal details and then to have a company the size of EE to say 'ah well we know what we're doing and it's our system and you have to do it our way'.
There is no need for any security question to involve bank details. There are many other appropriate questions that can be asked. And EE have now accepted that point.
I am fully aware of the ramifications of Data protection and the need for security. I do not object to that at all. Just think about how you are applying it.
Mixed messages can be be a source of confusion to the vulnerable and in this case the whole problem ceases to exist if they do not ask for bank details, in whole, in part, back to front or any other way.
Incidentally, I went into my bank branch this afternoon (which is why I wasn't replying on here!) and spoke to the manager who totally and absolutely 'got' the point I was making and said they wish there were more customers as cautious as I am. Well there's a turn up for the books.
I'm tired and do not wish to have to write this response in greater detail. I hope the point is now understood by those who have been pretty rude.
EE has understood and AGREED and that's the point really.
I now have my PAC code (without giving any bank details as security!) and will be moving on.
Thanks a lot to all.

PHK

flossy_splodge wrote: »

Many thanks to those that replied courteously and gently, I appreciate it.
I emailed the CEO and in consequence have now had a conversation with someone at the highest level who has acknowledged what I have said and agrees I have a point.
The point being, for those that missed it, it is not wise to tell folk to beware of ever giving out personal details and then to have a company the size of EE to say 'ah well we know what we're doing and it's our system and you have to do it our way'.
There is no need for any security question to involve bank details. There are many other appropriate questions that can be asked. And EE have now accepted that point.
I am fully aware of the ramifications of Data protection and the need for security. I do not object to that at all. Just think about how you are applying it.
Mixed messages can be be a source of confusion to the vulnerable and in this case the whole problem ceases to exist if they do not ask for bank details, in whole, in part, back to front or any other way.
Incidentally, I went into my bank branch this afternoon (which is why I wasn't replying on here!) and spoke to the manager who totally and absolutely 'got' the point I was making and said they wish there were more customers as cautious as I am. Well there's a turn up for the books.
I'm tired and do not wish to have to write this response in greater detail. I hope the point is now understood by those who have been pretty rude.
EE has understood and AGREED and that's the point really.
I now have my PAC code (without giving any bank details as security!) and will be moving on.
Thanks a lot to all.

It's disappointing that you've not taken on board what people are saying. You've created a lot of stress for yourself, wasted EE and the banks time. It's also this sort of behaviour which is less secure. They are are asking you for partial information they already have. You would have been sharing no extra information and anyone over hearing could do nothing with it. Asking for password would tell someone listening what your password is!

The last digits of the account or card number are standard information and you'll even see this printed on bank information / emails. eg Your statement for account ending 1234 is now available.

You'll see it on invoices or statements of account. You'll see it on your bills . Your cheque book or paying in slip has the full bank account number and sort code. Even that is of limited use to a fraudster without more information.

I would suggest you look at the advice for older people and security, available from AgeUK or your bank.

d123

I would guess the agent at the Exec Office decided to just get rid of the complaining caller ASAP, and so went for easier DPA questions to do so.

Korkyb

I hope that whichever company you now decide to go with dont have the nerve to ask you for your bank details !!!

Wait a minute........................ :-o

Louisdf

With o2 (happened to me) if you give the wrong password, they delete it and you have to go through additional security to get into your account.
You can then set up a new password once you have confirmed additional security questions.
EE probably do the same if you give the wrong password. I guess its to stop someone impersonating you from calling in repeatedly trying to guess the password.

Ms_Chocaholic

I wonder if the bank manager was aware that it was you that rang EE and not vice versa.