Of interest
I have been receiving a monthly statement of account from 3 to my email address for the past 3 months. - NOT mine someone else who mistakenly typed in my email address.
Emailing 3 I got the following response from their customer care centre
"Thank you for your email regarding our 3 invoices. We apologise for the delay in our response. Due to Privacy issues relating to this issue, we are unable to effectively assist you via email.
We greatly appreciate your patience and for bringing this matter to our attention. If you would please call us on 13 31 05, we will be more than happy to discuss this with you in the efforts of finding a resolution. "
Most amusingly until I jumped up and down (metaphorically - otherwise I would have broken the handset) they refused to talk about it on the phone - YES for privacy reasons.
I then emailed them with essentially the same argument used on the phone
Copy herewith
"XXXX
I finally got through to your customer care centre and after much discussion I think they will contact your customer about this issue and have him give you the correct email address.
But please look at your processes, you AND the call centre who initially wouldn't help because of "privacy issues" have got to have rocks in your heads - sorry to be so blunt- I get your customers name and address, the details of very call he makes each month, the amount spent, his cap plan, handset type and more AND thats NOT a privacy issue already?
in exchange ALL I am/was asking was that someone contact this customer - YOU not ME and advise him he put the wrong email address in your system. I could call him direct BUT he is YOUR customer, and I didn't want, FOR my privacy issues, to be talking to YOUR customer. Also imagine his horror if I told him you weren't interested in protecting his privacy after being told. 3care indeed!!
At least I know where not to take MY business.
regards
Peter"
Sounds a little too like my old friends at Telecom or maybe 3care is a pseudonym for Scare…
Typed a big response, but stupid wireless, lost all. Retyping :-(.
Ozpete, much appreciated for your concern. Could have been worse if it reached wrong hands. One disaster i could think is, customer address can be changed as except birthday most other information is there. Based on the call centre guy's mood address can be changed, another sim card can be obtained, and all 1900/IDD calls can be made before the poor customer realizes before sorting his sim disconnection issue. I am assuming poor because they didnt check statements for last 3 months, may be a nanny with no access to emails.
Mistake could be three's too while entering email id in their system.
They should have verified with actual customer immediately after ozpete's message even if they suspect of prank. Very very poor service from three. This may well be against privacy law as important thing like statments, 3 should verify the email id (like some link to confirm with username/mobile no/dob). Because customer not seeing for 3 months, three very well can charge any amount they want !. They have very short time to inform them any discrepencies.
Ozpete, i would suggest to post this on whirlpool to caution 3's representative/other customers till 3 understand the seriousness.