Refused request for PUK as son has locked his sim

[#1]

My son is 24 born with Down syndrome I set up both his & mine account on line. Both accounts have my email address and both are paid through my bank account. I was requested to send in a power of attorney letter to so that I could request a PUK code as he's blocked his SIM card. This is unacceptable & neither the manager or assistant were helpful at all. This is the 5th time my son has locked his phone I had no problems before getting a number previously. Myself & my son feel totally discriminated by [CSA Removed] in etc support & Plusnet as a company. Initially I was refused a request to talk to the manager at tech support when I did finally get to talk to [CSA Removed] all he kept doing was spouting off about he’s given me the best information and advice he could. So I requested to cancel both accounts he then refused to put me through to that department unless I was only going to discuss my account & not my sons

Moderator's note by Mike (Mav): CSA name(s) removed (to an area staff can see) as per Forum rules.

[#2]

@Lucy_21  

I did have a look around the Plusnet rules regarding your situation,  trying to find something to help you,  but it looks like [CSA Removed] was quoting from the legal pages in link below -

https://www.plus.net/help/legal/support-for-customers-with-disabilities/understanding-technology/ 

Moderator's note by Mike (Mav): CSA name(s) removed (to an area staff can see) as per Forum rules.

[#3]

Hi Nibiru,
You are correct B***n just continually talked over me literally reciting what you’ve posted above, there was no understanding or leeway to our situation. They literally took my sons lifeline away from him. As I mentioned this has never happened before, I’ve always been able to request a PUK code from other Plusnet team members. They can see that both accounts are paid from my bank, that both have my email address, infact both accounts have identical security question & answers. I suppose when I set up both our accounts online I should of made them both in my name.

[#4]

@Lucy_21 

To quickly resolve this and avoid future hassle can you not scan a copy of the requested document and upload it to Plusnet as per the above post? Failing that post in a photocopy?

The fact that agents may, in the past, have broken the rules, does not mean that this practice can be permitted to continue.

[#5]

Hi there Lucy_21, 

I'm really sorry for the difficulties getting this sorted out. It is correct that we can only issue a PUK, make changes to an account or discuss any information surrounding it with an account holder, a nominee/authorised user or someone with power of attorney. 

It must be frustrating when we've not followed this previously so I will be passing on some feedback regarding that as we have to make sure we follow data protection very carefully. 

If you can send a scan or a photo of the POA paperwork over to me on a private message on here I'll get that processed for you and we'll then be able to issue a PUK at the same time. Just to make you aware you'll need to have made at least 5 posts to send a PM so feel free to reply back to this thread to get the post count up. 

Adam

[#6]

Deeply frustrating when suppliers do the right thing and comply with their legal obligations.  If a service contract is in someone else's name ... then legally it is someone else's contract, regardless of who pays the bill.

[#7]

Surely where an account's contact and payment is made by someone other than the person named on the account, the contact person should be treated as a nominee account holder?

Otherwise what happens in a situation where the person paying the bill fails to do so (for whatever reason) - the "account holder" may not know the bill hasn't been paid as the contact person is the bill payer. Would Plusnet pursue the account holder for payment - e.g. debt collectors? Or would they pursue the person that used to pay the bill - who isn't the account holder?

What happens if the person paying the bill needs to change the account it is paid from? Or changes their e-mail address? According to the rules they would need a Power of Attorney - which seems excessive to change an e-mail address.

Presumably even the account holder wouldn't be able to change the account the bill is paid from if it is someone else's account?