austin
Well-Known Member
So British Gas phoned me yesterday about my new heating system.......
"before we proceed", he said, "can you confirm the first line of your address and post code?" Me, "umm, why?"
"to confirm your identity" he said. "But you phoned me and quite frankly you could be anyone, so no I won't, not until you confirm you really are British Gas" I replied.
"I am not allowed to do that, it is for your security and is required by the Data Protection Act" he said. "Err, no its not its to cover your backside" I said.
Silence for a few seconds, then "I can't take this call any further until I confirm your identity" he said. "At this stage I am not prepared to do that unless you can confirm your identity by telling me something that satisfies me you really british gas". I said.
"you can call me back on 0800 xxx xxxx" he said. I said "thats a well known scam, you will stay on the line and I will connect no matter what as I don't have another phone to call you on right now".
Stalemate: After a few more exchanges I relented in the end after saying that the only info I would provide was the first line of my address and I was only doing that as I was expecting the call, and I wanted my heating installed asap.
Today I got an email from customer services saying my query had been escalated, but pretty much blaming the Data Protection Act. I replied saying that when they phoned me on my phone number, a number they know is linked to me and my gas account, and which they will have records of having been used by me before to discuss account details, then asking for my ID is ridiculous, and that if they were serious about protecting their customers personal details they should identifying themselves to me, not me to them.
I know I am being a bit arsey, but not unreasonable, am I? I do this to anyone who phones me and then asks me to ID myself to them.
"before we proceed", he said, "can you confirm the first line of your address and post code?" Me, "umm, why?"
"to confirm your identity" he said. "But you phoned me and quite frankly you could be anyone, so no I won't, not until you confirm you really are British Gas" I replied.
"I am not allowed to do that, it is for your security and is required by the Data Protection Act" he said. "Err, no its not its to cover your backside" I said.
Silence for a few seconds, then "I can't take this call any further until I confirm your identity" he said. "At this stage I am not prepared to do that unless you can confirm your identity by telling me something that satisfies me you really british gas". I said.
"you can call me back on 0800 xxx xxxx" he said. I said "thats a well known scam, you will stay on the line and I will connect no matter what as I don't have another phone to call you on right now".
Stalemate: After a few more exchanges I relented in the end after saying that the only info I would provide was the first line of my address and I was only doing that as I was expecting the call, and I wanted my heating installed asap.
Today I got an email from customer services saying my query had been escalated, but pretty much blaming the Data Protection Act. I replied saying that when they phoned me on my phone number, a number they know is linked to me and my gas account, and which they will have records of having been used by me before to discuss account details, then asking for my ID is ridiculous, and that if they were serious about protecting their customers personal details they should identifying themselves to me, not me to them.
I know I am being a bit arsey, but not unreasonable, am I? I do this to anyone who phones me and then asks me to ID myself to them.
