topic Re: Account deletion in My Account/Billing

Account deletion

lydiafskinner — Sun, 07 Aug 2022 17:09:29 GMT

Hi I'd like my online plus net account deleted. I am no longer a customer and don't want my personal data stored on the site.

How do I get this done?

Thanks

Lydia

Re: Account deletion

jab1 — Sun, 07 Aug 2022 19:23:07 GMT

@lydiafskinner If you are no longer a PN customer, the records are not stored anywhere. Once all fees/refunds &c are completed the account is destroyed, and in any they are stored on a secure server until deletion.

Re: Account deletion

corringham — Mon, 08 Aug 2022 13:07:36 GMT

@jab1 wrote:

@lydiafskinner If you are no longer a PN customer, the records are not stored anywhere. Once all fees/refunds &c are completed the account is destroyed, and in any they are stored on a secure server until deletion.

Unfortunately, that's not true. I closed an account 2 years ago - if I try to log on it says error the account is closing. However, if I click on "Manage Account" all my details are displayed, just as they did when the account was open. I can't see bills or payments, as the last was more than the 15 months that they are visible for.

Re: Account deletion

jab1 — Mon, 08 Aug 2022 13:49:44 GMT

@corringham It should be, but I have a feeling when they tried to 'improve' the accounts area, they messed it up - hence the very numerous occasions where account changes are never completed as evidenced by the number of complaints on this matter.

In any case, as I pointed out to the OP, these details are held on a secure, and I suspect, not web-facing, server, so there is only the account holder (and PN , obviously) who can access the data.

Re: Account deletion

corringham — Mon, 08 Aug 2022 16:22:22 GMT

@jab1 wrote:

In any case, as I pointed out to the OP, these details are held on a secure, and I suspect, not web-facing, server, so there is only the account holder (and PN , obviously) who can access the data.

The data is certainly available on a web page - so is web-facing.

However, perhaps the relevant point is that Article 17 of the GDPR gives the subject the "right to be forgotten" without undue delay where the data is no longer required for a lawful purpose. Once an account has been fully closed (i.e. all pending transactions have been completed), there is no reason for customer details to be kept.

Note that the UK is no longer bound by the EU GDPR, but has equivalent legislation in place.

Re: Account deletion

Gandalf — Mon, 08 Aug 2022 16:31:35 GMT

Hi there,

After we close an account, we securely store your details for a period of time in line with data protection legislations.

We've got a good guide which goes into more detail Here where you can also make requests regarding this Here.

Re: Account deletion

jab1 — Mon, 08 Aug 2022 16:36:27 GMT

@corringham Sorry, yes it is web-facing, but as I pointed out, to access it you need to know a password, so it is presumably on a secure server.

As I said previously, I suspect, but can't prove, unfortunately, that changes to the accounting program/software introduced probably more than two years ago is the cause of the issues around this, and the total failure of the system to close completed account modifications without the account holders having to come on here and complain when they can't make further changes/renew their contracts &c.

I know all about the GDPR (and its UK equivalent).

Re: Account deletion

corringham — Mon, 08 Aug 2022 17:05:49 GMT

Actually, after reading Plusnet's data policy, I'm now a lot more alarmed than I was previously.

I had no idea that Plusnet may send data to that many countries.

Anyway, I understand the requirements for keeping some data for various periods of time, but I'm unsure why closed accounts are still accessible (and can even have contact details updated, so they are not even frozen) for so long. I would have expected the account to be archived and made inaccessible after a reasonable period (say six months or a year after the last transaction?).

Re: Account deletion

jab1 — Mon, 08 Aug 2022 17:09:31 GMT

Dunno, @corringham - you'll have to ask Plusnet about that?