Request to delete my personal data from Plusnet Mobile systems being ignored

leafy211

I have previously had a Plusnet internet account and much later a Plusnet mobile account - at different addresses.  This caused their customer portal to have all sorts of errors and I was being chased for payment for bills years after the accounts had been closed (fully paid up!).  It took so much of my time going through old correspondence etc, to convince them that they hadn't been a provider to me for anything for a long time!  So in complete frustration I asked them to remove all my personal details from all their systems without further delay, providing them with my details from when i had the phone contract, and my details from when i had the internet contract.  This was in July 2020 and still I can log into my mobile phone account online!  Are they really allowed to simply ignore my instructions (of which I still have copies of the emails and screenshots of their portal etc)?

Browntoa

Yes , they are allowed to retain your data for a reasonable length of time after your request . Readily available on their website

leafy211

Thanks a million for that Browntoa.  Do you think that still entitles them to keep my account live I wonder?

molerat

Normally they close access to inactive accounts after 12 months, I get an incorrect user name / password error when I try to access my account that closed early 2019.  Could be that as the account was delayed in being closed that it will still be accessible for 12 months from that date.  What does it show re bills ?

leafy211

Hi Molerat - maybe that's where the problem lies as the mobile contract ended only in May 20 (the internet one over 5 years ago).  The last mobile bill shows a payment taken in June 20, but that was credited back (I wasnt aware of that until I logged on today to check if my account deleted - need to check my bank statements more carefully! :-)).  I then Ill diarise to check in May/June 21 to see if account finally archived (or whatever they do with it for up to 6 years).  Thanks so much for your advice.