o2 gave a stranger access to my accounts!

scotsgal20

Hi all,

I have 2 mobile phone contracts with o2 for personal use. I have access to my account online which has my personal details, billing information, bank details, hime address, DOB etc....

I very rarely visit the site, however on doing my budget this month i misplaced the paper bills so tried to access my account to realise i had forgotting my username and password, so i emailed the customer service care team (which it tells you to do) with the details that they stated they need.

I just received a phone call from someone in England (im in Scotland) who was earlier given an email with access to my account, which he was in and seen all my peronal information (thankfully he was a decent guy and called them and myself right away!) I then discovered i had 3 emails from o2 with all different passwords, obviously covering their tracks and they have made no effort to contact me! I am obviously fuming and shaking up and want to cancel my contract with immediate effect (can i do this?????) there is only about 2 or 3 months left on the account?

reddwarf2002

Did you by any chance type in the wrong email address in the web enquiry form? This is the only way O2 could have sent it to this other person, I can't think of any other reason.

scotsgal20

No, what normally happens is you complete a form on the o2 website, they then email you (which they did) asking for some details (name, postcode, phone number) they ask you to reply to their email (which i also did), so three was most definetely no mistake with email addresses. Also, the person who phoned me to alert me to this issue dosent have a similar name to mine. However, both of us requested the same information on the same day from o2 and he was emailed my username and password.

He then went into my account with all my bank details, DOB, Address, phone numbers etc and was angry (as i am) that this can happen. I have lost all faith in o2 and the safeguarding of my personal information. I would like to hear what other people think in terms of are they in breach of their contract?

I understand that mistakes can happen, however, this is a pretty big one, as if this fell into the hands of a not so honest person, my bank account could be empty by morning.

reddwarf2002

Are you sure you can see your bank details from the web-login? I haven't found it; all I can see is how much money was taken out, no details of the bank. AFAIK the most someone could do is take your personal details.

I don't think you could cancel because of this error.

alnsv1000s

scotsgal20 wrote: »

I have lost all faith in o2 and the safeguarding of my personal information. I would like to hear what other people think in terms of are they in breach of their contract?

I understand that mistakes can happen, however, this is a pretty big one, as if this fell into the hands of a not so honest person, my bank account could be empty by morning.

As could 25 million people in the UK if the 2 child benefit disks are found.

If someone had accessed your bank account fraudulently, you would be protected under the banking guarantee anyway.

I don't think you have a get out for a mistake like this...

spinningsheep

You are correct, it is a massive blunder, but by no means malicious. I work for 02 myself in retail, and if I was dealing with something of this nature, id be straight on the phone to customer service, and wanting to speak to a manager of some sort. Try calling them and doing that, dont get your hair off straight away though, as I am sure the masses are aware, if you shout and are generally shi**y to the person on the line, you get nowhere.

Paper billing: 0870 241 0202

Online billing : 0870 600 3009

let me know how you get on!

michaels

I would have thought it was an offence under the data protection act. I would suggest threatening to involve the data commissioner if they won't let you cancel your contract or offer a goodwill payment (whichever you prefer)