topic Re: New account creation on behalf of another person in Plusnet Feedback

New account creation on behalf of another person

jelv — Mon, 10 Nov 2014 21:28:37 GMT

There is an urgent need to add to the dialogue for creating a new account to check if it is being done on behalf of someone else and if so ask if the person creating the account is to be added to the account as someone who can act on behalf of the account holder.
Yet again we have seen today a situation where someone has created an account on behalf of a relative unable to sort out such matters for them self. The person creating the account has even been paying all the bills via a DD on their own bank account. Yet now, when the account needs to be closed because the disabled relative is leaving the country they suddenly can't deal with the account.
If the person creating the account and paying the bills cannot deal with the account, Plusnet should not let the account be created in the first place.

Re: New account creation on behalf of another person

Chris — Tue, 11 Nov 2014 09:24:21 GMT

When an account is signed up, it should be created in the name of the person performing the sign-up and they will be the account holder. Situations like the one you have referenced are rare as far as I know.

Re: New account creation on behalf of another person

jelv — Tue, 11 Nov 2014 09:32:28 GMT

Could you point out to me where it says that in the sign up journey please. If I had been creating an account for my daughter who wouldn't be capable of doing it herself I'd have done it in her name, the DD would be against an account in her name, but I would have to do all the admin of the account.

Re: New account creation on behalf of another person

Mayfly — Tue, 11 Nov 2014 09:36:21 GMT

Couldn't a box be added on sign up for detail of the admin if different to the account holder?

Re: New account creation on behalf of another person

Chris — Tue, 11 Nov 2014 09:51:52 GMT

I've raised this internally and we'll get back to you asap.

Re: New account creation on behalf of another person

HPsauce — Tue, 11 Nov 2014 10:02:16 GMT

Quote from: jelv
If the person creating the account and paying the bills cannot deal with the account, Plusnet should not let the account be created in the first place.

I don't agree with that.
The problem only seems to lie with cancellation and possibly when other account changes are made.
It is commoner than PN may be prepared to acknowledge for people to help relatives (and possibly others, e.g. flatmate or friends) in this way and there's no reason to prevent it.
What is needed is a sensible approach to dealing with it. Issues only seem to arrive at what is a difficult and personally distressing time for those involved and that must be recognised.
In most cases the individuals involved do sort it out themselves, but in some cases as "impasse" is reached because companies have inconsistent rules or processes, sadly often because of a slavish and unnecessary interpretation of their duties under the DPA.
PN - just sort out the problems sensitively when they arise. As you have stated, this is rare.

Re: New account creation on behalf of another person

jelv — Tue, 11 Nov 2014 10:10:30 GMT

Not sure why you've disagreed with me.
If PN sorted out the problems sensitively when they arose that would be fine. However in the case that prompted me to raise this topic they have made it very, very clear they will be sticking to the rules regardless so the sensible route doesn't appear to be an option. That leaves the only option to be stopping the situation arising in the first place by not allowing people to create accounts on behalf of others.
Edit: Last post from Plusnet in case I'm referring to:

Quote from: Linn
I can appreciate that in this situation you are dealing with your brother's affairs, however, only the account holder can cancel the account.
I understand if you feel that the advisor you spoke to was being difficult, however, they were following protocol and they are not in a position to break this. The protocol is in place to protect the account holder's services.

Re: New account creation on behalf of another person

HPsauce — Tue, 11 Nov 2014 10:48:05 GMT

Quote from: jelv
Not sure why you've disagreed with me.

I thought I explained it clearly enough.
To reiterate, I think this is fairly common practice, but does not go wrong often as PN admit.
To deliberately prohibit people helping others my managing their accounts for them "informally" would be a very unhelpful restriction and possibly disability discrimination is some cases.
PN should either allow for it formally or do as most organisations have done for decades and "turn a blind eye" but be helpful and sympathetic when issues arise.

Re: New account creation on behalf of another person

jelv — Tue, 11 Nov 2014 11:37:08 GMT

As you aware Plusnet have not yet responded favourably to the topic I linked to which you have also contributed urging them to do the right thing.
If Plusnet are going to be absolutely intransigent over this then not letting the situation develop in the first place is the only other option.
This wouldn't have occurred a few years ago in that someone would have been on the phone to sort it out. But they've now grown so big that this sort of nonsense is what we can expect.

Re: New account creation on behalf of another person

HPsauce — Tue, 11 Nov 2014 11:43:51 GMT

Yes, sad isn't it, especially as they've commented here.
There's possibly an internal debate between "compliance" and "pragmatic".................
Hopefully in the meanwhile someone is getting on with resolving the recent individual problem.

Re: New account creation on behalf of another person

Gus — Tue, 11 Nov 2014 12:13:29 GMT

Been watching that thread and can't think of anything else but PN is pulling the Jobs Worth award from That's life. Thought better of you PN, either fix the situation or remove the possibility of it happening again

Re: New account creation on behalf of another person

HPsauce — Wed, 12 Nov 2014 18:14:09 GMT

Quote from: HPsauce
Hopefully in the meanwhile someone is getting on with resolving the recent individual problem.

It would appear not, the latest postings in the original thread suggest that PN are doing nothing to help, rather the opposite......
Is anyone senior getting to grip with this?

Re: New account creation on behalf of another person

jelv — Wed, 12 Nov 2014 20:58:48 GMT

@HPsauce
In light of what has transpired today do you still think I'm wrong when I said the following?

Quote from: jelv
If the person creating the account and paying the bills cannot deal with the account, Plusnet should not let the account be created in the first place.

Re: New account creation on behalf of another person

HPsauce — Wed, 12 Nov 2014 21:01:45 GMT

Actually yes I do think you're wrong.
They don't do that at present and it would take money and time to change it. I'd rather they put that into sorting out the exceptions rather than just making life more difficult for people trying to help others.

Re: New account creation on behalf of another person

jelv — Wed, 12 Nov 2014 21:33:26 GMT

I'd rather they sorted out the exceptions - but as they are refusing point blank to see sense in what is probably one of the cases most deserving of sympathy I can't see any other way forward.
To remind you of what was posted today:

Quote from: vulpine
I was told that by creating the account under someone elses name I was in fact breaking the law

Where in the sign up process does it warn you of this?
Far from pouring oil on troubled waters to get this ridiculous situation sorted out they are pouring oil on the fire!

Re: New account creation on behalf of another person

HPsauce — Wed, 12 Nov 2014 22:07:30 GMT

That sounds like an uninformed (ill-trained?) "jobsworth" call handler making it up "on the fly", certainly not a lawyer. We need INFORMED SENIOR MANAGEMENT involved ASAP!

Re: New account creation on behalf of another person

reader — Thu, 13 Nov 2014 07:50:47 GMT

A few years ago I had to set up an account for a chap who was unable to speak or use his hands or feet. When I phoned I explained the situation and asked if it was worth discussing further - they said it was and Plusnet allowed me to continue to open the account on hearing him make a "sound" through the speaker phone. The contact terms were, anything techical or concerning connections should be sent to me (not a Plusnet acct at that time) and anything commercial, pricing,payment to his sister (who was a Plusnet acct holder)
Everything went through ok and when it was time for me to change my provider I remembered how Plusnet had handled the above case along with other disabled friends I came to Plusnet also.
The way Plusnet handled opening of this chaps account was imo far superior and more business like than others I contacted at that time