topic Re: Who's contacting who? in Plusnet Feedback

Who's contacting who?

Elmpark71 — Tue, 22 Nov 2016 17:10:52 GMT

I receive a phone call from someone who says that they are from Plusnet.

They ask me a security question. Everyone in the world tells me not to give security information to an unsolicited caller.

I feel that Plusnet need to revue their methods of contacting customers.

Re: Who's contacting who?

HarryB — Tue, 22 Nov 2016 17:26:22 GMT

Welcome to the forums @Elmpark71.

Although I do appreciate your concern with this, we unfortunately do have to pass data protection checks on every call where we're discussing account specific information.

If you'd prefer to not go through security checks during calls that we've made to yourself, the best advice I can give would be to request the advisor adds notes to your account explaining the reason for their call, and then giving us a call back should you wish to discuss the matter further.

Re: Who's contacting who?

chenks76 — Tue, 22 Nov 2016 19:27:54 GMT

does the opposite remain true also that the person calling should also have to pass data protection checks?
data protection checks always seem to very one way IMO.

Re: Who's contacting who?

davidj66 — Wed, 23 Nov 2016 11:35:36 GMT

VERY true - I had a phone call from "my bank" last week - I asked THEM for some security info.- the CS girl was bewildered

Re: Who's contacting who?

Elmpark71 — Wed, 23 Nov 2016 21:38:20 GMT

I'm not sure that you do really appreciate my concerns with this matter. You cold call me and ask me for verification as to who I am. If I am not who you are expecting to speak to, why call me?

Re: Who's contacting who?

Anoush — Wed, 23 Nov 2016 21:46:05 GMT

We need to pass data protection checks on outbound calls, because we can't guarantee that the recipient on the other end of the call is who we think it is.

For example, if we call a mobile number, the number could be incorrect on the account or misdialled. As for calling a landline number, one instance could be that the call connects to someone else if the line is crossed.

I hope this helps clarify things

Re: Who's contacting who?

jelv — Wed, 23 Nov 2016 22:29:53 GMT

You really don't get it do you!

How the hell is the person receiving the call supposed to be sure that the caller really is from Plusnet?

Re: Who's contacting who?

Anoush — Wed, 23 Nov 2016 23:38:08 GMT

I don't see a way of us confirming ourselves without revealing account information I'm afraid. As Harry has advised the best course of action if you suspect the caller is to request the adviser to leave notes on the account, then to call us back.

Re: Who's contacting who?

chenks76 — Thu, 24 Nov 2016 07:51:47 GMT

well a simple solution would be to use a passphrase system.
the caller would need to say a passphrase that the customer has supplied on their account.
if the caller can't say that passphrase then they fail the check.

Re: Who's contacting who?

MisterW — Thu, 24 Nov 2016 08:51:52 GMT

I don't see a way of us confirming ourselves without revealing account information I'm afraid.

How about confirming the billing date ?

Re: Who's contacting who?

davidj66 — Thu, 24 Nov 2016 11:17:48 GMT

Or two random characters from username?

Re: Who's contacting who?

MauriceC — Thu, 24 Nov 2016 12:08:57 GMT

@Anoush wrote:

I don't see a way of us confirming ourselves without revealing account information I'm afraid. As Harry has advised the best course of action if you suspect the caller is to request the adviser to leave notes on the account, then to call us back.

This really has to be complete nonsense! Authentication if it is to be of any value is a two way process. There needs to be a protocol whereby the callee is presented with some unique verifiable data from the caller to establish their credible identity. If a client calls Plusnet this action is completed by using details from the account, but in the reverse direction - a call FROM Plusnet there is no mechanism for the client to verify that the caller is genuinely calling from Plusnet? In a later post (9) @chenks76 has put forward a workable solution.

Why as a customer should I be required to call my supplier at MY expense to discover what it is that I may / may not want to hear about?

NOTE: This problem is not unique to Plusnet, I have the same issue with many other organisations including my bank!

Take a lead and start making positive moves to TWO WAY Data Protection - you know it makes sense.

Re: Who's contacting who?

HarryB — Wed, 30 Nov 2016 12:45:39 GMT

Although I unfortunately cannot guarantee a change of process. I am more than happy to pass the feedback on and make sure it gets to the relevant people to review.