Legal name channge

[#1]

I need to change the name on my account after changing it legally. I am not phoning PlusNet because this is not 1975. I have made a name change request to my bank, credit card, and insurance today, all online, including providing copies of the deed poll. This should not be hard.

[#2]

@angharad I would politely suggest that calling Plusnet may be your quickest option. There is a chance that one of the Help Team may pick this up fairly quickly, but a short phone call may get it sorted quicker. Your choice, though.

[#3]

Hi @angharad 

I'd be happy to arrange a call back for you so we can get your name updated.

I'll send over a private message, and I'll take some details.

Chris S

[#4]

It is interesting that both replies to my message which clearly says 'I am not phoning PlusNet...' ignore me and tell me to phone PlusNet.

WHY CAN I NOT CHANGE THIS ONLINE?

There is nothing I can provide in the way of proof of name change or proof of identity over the phone, so why waste the time?

I've been with PlusNet since I first got an ADSL line back in 2002, and I swear to god they keep trying to get rid of me as a customer by annoying me with daft stuff like this.

[#5]

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@angharad wrote:

WHY CAN I NOT CHANGE THIS ONLINE?

There is nothing I can provide in the way of proof of name change or proof of identity over the phone, so why waste the time?

(1) You cannot change this online because there is not, and never has been, such a facility.

(2) As the information required is personal, safeguards have to be in place. It should be possible to sort this via PM, but I  suspect the new HT staff are either unaware of this.

[#6]

@angharad  Yes you are right they don't want customers who when offered help reply with a stupid rant.

All companies have their own rules and procedures for doing things and you have to accept them.

[#7]

> (1) You cannot change this online because there is not, and never has been, such a facility.

So you're basically saying they don't allow it because it's a tradition. Heaven forbid that they might add such a facility - that would be heresy.

> (2) As the information required is personal, safeguards have to be in place.

And in response to their PM I have offered them a copy, or even an original if they want it, of my deed poll. They cannot see or receive this by phone call. So the phone call is redundant.

My bank is taking an emailed photograph of the deed poll, along with emailed details of the account that needs updating. If this is safe enough for a bank and their regulators, why not an ISP?

[#8]

> Yes you are right they don't want customers who when offered help...

How is it help if, when asked "How do I do this without using the phone?" they respond with "phone us and we'll tell you why"?

> All companies have their own rules and procedures for doing things and you have to accept them.

Or you can ask them to join you in the 21st century, where people do stuff online. Companies won't fix things if they aren't shown that there is a problem.

The irony of an ISP that won't accept stuff like this online.

[#9]

No, I'm saying that it has never been an option, and is highly unlikely to become one.

As I don't work for PN, I don't know their procedures, but they do have them in place. You are not the first, or the last, to have this requirement.

[#10]

@angharad 

It would cost money to set up a faclity to process name changes online. I suspect it happens infrequently so PN have seen no reason to spend money when the matter can be handled over the phone.

Brian

[#11]

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@angharad wrote:

this is not 1975.

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Oh indeed how right you are, standards have fallen so badly over the past 50 years.

Back in the day someone looking for help might have asked in an enquiring manner "How do I do this, could someone help me to do this please?".

Sadly in this day and age of individual self-importance, self-grandeur and self-entitlement, folks want things done exactly the way they demand ... not today, but yesterday.  The temerity that individual business might have their own way of doing things ... how dare they!!  Do they forget that demanding customers are always right?

I truly admire the patience of customer service staff these days ... I suspect that they miss the good manners and grace of 50 years ago.