How long can energy companies keep my details?

PIPPY

I've had a bit of trouble over the last few days with Spark Energy
I was a customer of theirs between Feb 2013 and Apr 2014. Whilst a customer, I was using prepayment card meters for both gas and electricity. I've suddenly received a letter from them say that they've passed detailed of an outstanding balance onto solicitors. I've gotten straight onto them and i'm in the process of having them sort it out. 

I did ask them to remove me from there systems, as I was no longer a customer, and I didn't want a repeat of this in the future. I was informed that there was "no way that this could possibly happen again! Don't worry" I said, be that as it may, can I still be removed? At this point I was told no, due to auditing???
I don't know what that means, and they wouldn't really explain what that means.
So, to the question in the discussion title...
 How long can energy companies keep my details?

Thanks for any advice

Essmum

They are lying to you.. once the debt has been cleared there is no reason to keep your details. 
I have deleted customers details many a time when they have requested it. 
Write in and request it and if they still refuse open a complaint. 

brewerdave

Was the debt because the rate that was being charged on your prepay meters was less than the correct rate ? If so ,they should supply a bill detailing the shortfall. Having said that, the debts would be more than 6 years old so unenforceable ??

PIPPY

There is no debt, there never was. They've admitted that its all a mistake, I just want my details deleted once they confirmed its all been sorted

Essmum

PIPPY said:

There is no debt, there never was. They've admitted that its all a mistake, I just want my details deleted once they confirmed its all been sorted

Then there is no need for them to keep your details.
It's a 30 second process to remove a customers details.
Write in and request it...If still no joy open a complaint. 
Or go on to their social media pages and kick up a fuss on there.
They have no need to keep your details. 

Terresa

PIPPY said:

I've had a bit of trouble over the last few days with Spark Energy
I was a customer of theirs between Feb 2013 and Apr 2014. Whilst a customer, I was using prepayment card meters for both gas and electricity. I've suddenly received a letter from them say that they've passed detailed of an outstanding balance onto solicitors. I've gotten straight onto them and i'm in the process of having them sort it out. 

I did ask them to remove me from there systems, as I was no longer a customer, and I didn't want a repeat of this in the future. I was informed that there was "no way that this could possibly happen again! Don't worry" I said, be that as it may, can I still be removed? At this point I was told no, due to auditing???
I don't know what that means, and they wouldn't really explain what that means.
So, to the question in the discussion title...
 How long can energy companies keep my details?

Thanks for any advice

Spark Energy usually keep your details for up to 1 year from closure of your account, but as you have made a complaint against them, and may owe them money (for whatever reason) it could be for up to 6 years.

Cardew

Essmum said:

They are lying to you.. once the debt has been cleared there is no reason to keep your details. 

Are you sure?

If you look on the internet it would appear that it is prudent to keep customer's details at least 6 years, and I have seen nothing that states you must get rid of customer's details.

What if in a couple of years(they have 6 years) the OP claims the company owe him money. How can the company defend that claim if they have destroyed their files?

The auditing issue mentioned above is also valid.

Essmum

Cardew said:

Essmum said:

They are lying to you.. once the debt has been cleared there is no reason to keep your details. 

Are you sure?

If you look on the internet it would appear that it is prudent to keep customer's details at least 6 years, and I have seen nothing that states you must get rid of customer's details.

What if in a couple of years(they have 6 years) the OP claims the company owe him money. How can the company defend that claim if they have destroyed their files?

The auditing issue mentioned above is also valid.

If a customer calls and asks for their details to be deleted than there is no reason not too..obviously if there is any debt or queries on the account than we would advise that. If the account is closed and clear no reason to keep their details. 
It was mostly elderly people who call and request that as I guess they are more weary of their data getting in the wrong hands. 
Customers also called and requested it after an ET.

John_

Essmum said:

They are lying to you.. once the debt has been cleared there is no reason to keep your details. 
I have deleted customers details many a time when they have requested it. 
Write in and request it and if they still refuse open a complaint. 

That’s rubbish. It’s a commercial decision, and they are allowed to keep details for as long as it is reasonable to do so. If they want to make sure that they never deal with the same customer again, for example if there had been fraud against them, then this can be a lifetime.

Essmum

John_ said:

Essmum said:

They are lying to you.. once the debt has been cleared there is no reason to keep your details. 
I have deleted customers details many a time when they have requested it. 
Write in and request it and if they still refuse open a complaint. 

That’s rubbish. It’s a commercial decision, and they are allowed to keep details for as long as it is reasonable to do so. If they want to make sure that they never deal with the same customer again, for example if there had been fraud against them, then this can be a lifetime.

I did say if there is any debt or queries on the account..but for a regular customer who has closed their account and gone to a new supplier then no reason not to delete their details if they ask..
Many elderly customers dont like their details being kept once they are no longer on supply especially with online accounts.

MWT

John_ said:

That’s rubbish. It’s a commercial decision, and they are allowed to keep details for as long as it is reasonable to do so. If they want to make sure that they never deal with the same customer again, for example if there had been fraud against them, then this can be a lifetime.

Thanks to GDPR it is not just a commercial decision these days and companies are not free to process personal information for any purpose that the individual did not consent to or agree to by way of a contract.

Equally GDPR does not set any specific limit on retention so it really does come down to what the basis is for the company retaining the data and by now I would hope that most entities have detailed this in their contracts as that is a much stronger basis for retaining the information that just being vague and denying a subject request to exercise their 'right to be forgotten'.