topic Re: Second name on account in My Account/Billing

Second name on account

plinky — Tue, 16 Jan 2018 19:32:58 GMT

What's the problem with having two names on the account? The DD comes out of a joint account and correspondence emails come to my email address, but plusnet staff refuse to let me make any decisions on the account - making me have to go through my partner.

As a woman I find this quite degrading - having to get my partner to make financial decisions on my behalf. What's more, the staff at plusnet seem to use this to their advantage to confuse us both. I'm now signed up to a two year contract, the money for which will come out of my pocket, yet I've had no say in this ( obvie I only have a say when I'm setting up direct debits from my bank - the no account action rule doesn't apply when they want your money).

Really it's pretty disgraceful. My partner thinks he's added me but im only half added (though you're happy to take my money) and whenever we try and action anything on the account we go through this merry go round.

Re: Second name on account

ScottStorey — Wed, 17 Jan 2018 01:06:06 GMT

The contract is in the name of the person that set up the account, in this case, your husband. It's reasonable that somebody who isn't party to the contract can't make material changes to it. I.e. you.

I'd go as far as saying they can't legally do anything without your partner's consent. Disappointing you felt the need to being gender into it as that clearly has nothing to do with it. If it was the other way round and the account was in your name with your husband as the second contact gender wouldn't have been brought up as an issue.

You could put any bank details in and as long as they are valid anyone can make payment. That doesn't mean they have a right to alter the contract.

Unfortunately there isn't an option to set up a joint contract, it can only be in one person's name.

Re: Second name on account

plinky — Wed, 17 Jan 2018 05:48:18 GMT

"Disappointing you felt the need to being gender into it as that clearly has nothing to do with it."

You can't see how having two men making decisions on an account you manage and pay for but are barred from taking any decisions on might just be a little bit offensive to a woman?

I've no doubt that there is some 'computer says no' reason for this, but in a gendered context it's pretty, well... urgh.

Re: Second name on account

Gel — Wed, 17 Jan 2018 11:15:08 GMT

When I was with PN, I had them add my wife's name as an authorised person on account, so she could speak to Cust Service if necessary. I also had my Council Tax record amended by local council so that both our names now appear on billing. She could find this useful when she needs to provide proof of identity, when she wouldn't want to send in the post usual suspects ie Passport, D. Licence etc.

Re: Second name on account

pjmarsh — Wed, 17 Jan 2018 11:40:32 GMT

Even with what @Gel says it would still only be the person with the contract that could make material changes (cancelling, changing product and such like). No one else could regardless of gender or relationship to the contract holder, apart from in a very small number of situations (power of attorney, death), and even then specific rules would need to be followed and proof given.

Re: Second name on account

plinky — Wed, 17 Jan 2018 19:48:30 GMT

Thanks PjMarsh. He's managed to add me to all the other accounts we share responsibility for, but plusnet haven't and won't let me deal with anything unless it's taking my money.

Re: Second name on account

plinky — Wed, 17 Jan 2018 20:16:12 GMT

This is amazing. I can't cancel the direct debit either.

Which ombudsman would it be in this case?

Re: Second name on account

Kdog — Fri, 26 Jan 2018 02:24:56 GMT

The previous replies are pretty much spot on. It's nothing to do with gender, more the legalities of the contract. The contract was agreed with your husband, so the account is in his name. Any material changes or anything that could lead to extra charges has to be cleared with him because if anything ever went wrong with the payments for example, he alone would be liable not you. Having you as a second name means you can talk about the account and be told account information as long as you can clear the dpa rules but that's it.

As for the direct debit, you can't alter it on the account but there's nothing stopping you from doing it at the bank.

Re: Second name on account

Oldjim — Fri, 26 Jan 2018 04:27:51 GMT

I appreciate your point about joint accounts but you can make any changes to the account which don't require a phone call just by logging into the account (as long as you know the username and password)

This would include changes to the payment method

As far as I am aware the only thing you can't do on line is getting a new deal via the customer options team and arranging a house move

Now all the above isn't strictly legal but as there isn't a check who would know.
It is a bit like me logging into my better half's bank account and making changes including setting up a new payee where the only thing which could cause a problem is if the bank suspected fraud and then a phone call with the fraud department would be needed

Re: Second name on account

Alex — Fri, 26 Jan 2018 08:03:12 GMT

Yes I can see the OP's frustration.

PlusNet have got to protect themselves, of course and not making unauthorised changes to your account to someone pretending to be the account holder or related to them.

I don't know if PlusNet's systems support this, but what they need is the ability for the account holder to add you as an authorised person to make decisions on the account too. The request will need to come from them, then you have access and PlusNet are happy that any changes you request are legitimate.

Re: Second name on account

Oldjim — Fri, 26 Jan 2018 09:24:36 GMT

they can but not for cost related items unless you set up Power of Attorney I believe

I tried to get my wife to have full account access and failed from memory

Re: Second name on account

Jonpe — Fri, 26 Jan 2018 13:06:19 GMT

Why not make a 'joint and several' contract available for couples who want it?

Re: Second name on account

Alex — Fri, 26 Jan 2018 17:10:43 GMT

Ah yes Jim I was actually thinking of Power Of Attorney.

I don't know how PlusNet Business accounts work but with other companies you have a select few number of people they will talk to and be allowed to make decisions.

Otherwise if it is work related account it can't just be a single person responsible. What if that person is on a fortnight's annual leave or off sick, etc.

Re: Second name on account

SammyM — Wed, 31 Jan 2018 13:59:07 GMT

Hello @plinky

We can add a second name onto the account as an authorised user, which has to be requested by the account holder. Once the name has been added to the account we will then confirm security with the authorised user, and deal with all queries excluding the following;

An authorised user is not permitted to add another authorised user.
An authorised user is not permitted to raise a broadband or phone fault which requires an engineer appointment (this is because acceptance of the engineer charging statement is required)
An authorised user is not permitted to amend the account password
An authorised user is not permitted make any changes which will extend, decrease or cancel the contract

The exceptions above no longer apply when power of attorney has been register to us, as this will allow you same access as the account holder.

Please get back to us if you have any further questions.

Re: Second name on account

ask66 — Fri, 27 Jul 2018 09:31:09 GMT

As other posters have suggested, it's silly to link this to gender (or race, eye colour, postcode, etc etc). Our Plusnet service is in my wife's name but it's me who sorts out the contract renewals. It certainly is a nuisance to have to call her over to the phone to agree to a new contract - she isn't at all interested, and always makes that clear to the staff. I'm tempted to impersonate her - but I'm not sure I could do a good female voice. But I guess I don't need to bother - I could just keep the same voice but claim to be my wife. Plusnet would 'know' it was me, but they couldn't do anything about it - you can't discriminate against customers because of their voice! I haven't plucked up the courage to try it yet though.

It's worth noting that contracts can be renewed via webchat - I did it just the other day. With my wife sitting next to me and telling me what to type, of course!

Re: Second name on account

Kdog — Fri, 27 Jul 2018 11:28:02 GMT

I know from when I worked in call centres this was done a few times. Not that I'm condoning it but the call centre staff have to effectively believe what your telling them. If you're a guy claiming to be a woman or vice versa then the staff have to go with it as long as you can clear other security. These days with all the gender neutral and discussion on trans rights and so on I doubt anyone would dare question you for fear of bringing a discrimination claim of that nature on.

Of course the legalities are a little more gray-if contract changes were made by someone who could pass security but had lied about their identity which caused disputes, the person themselves could be liable for any action taken, though proving it would be difficult. I suppose ultimately it would come down to the fact that the actual account holder must have provided other security details to the pretender so they'd have brought it on themselves and would have to face the consequences.

If I've read up properly mind when the new billing system comes in pnet are bringing in a nominee system so an account holder can authorise someone else to deal specifically with billing, and relating it to this thread I'd assume that would cover changing direct debits. Doubt that extends to contract changing but it does at least give more flexibility.