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Oh dear, GDPR failed at first hurdle

jonb
4: Newbie

just phoned Vodafone as an ex customer to exercise my Right to Erasure under Article 17 of GDPR

 

Almost an hour on the phone re-stating the same request to 3 different people.

 

After my account was checked, and reference made to personal details and previous events,  i am told no personal information is being held!

Then i am told i do not have to worry, my personal information is safe

Then i am asked what specific information i would like deleted

Then i am told until Vodafone receive a letter from the UK government they will not delete my data

 

Clearly Vodafone do not have a process in place, nor are aware of how to handle right to erasure requests. So it is off to the ICO i go

7 REPLIES 7

TJ
Community Manager (Retired)
Community Manager (Retired)

I'm sorry for any confusion @jonb and apologise for any inconvenience that's been caused, due to being told different information. 

If you have any specific GDPR related questions, you can email our specialist team: customerdataquery@vodafone.com directly, or visit our Privacy Portal here.

Please let us know if you have any further queries and we'll be more than happy to help in any way we can. 

icconsulting
2: Seeker
2: Seeker

I had to call Vodafone a number of times in the last few days as I am unable to receive any calls. (Still being investigated after 5 days)

On each time I was informed automatically that  calls were being recorded for quality and training purposes. There was no 'opt out ' option. Vodafone asked and therefore captured full name, address, date of birth, my last bill amount, the last 2 calls that I had made and also my account number. Completely ignoring GDPR and storing of personal data ...

TJ
Community Manager (Retired)
Community Manager (Retired)

I'm sorry to hear you feel this way @icconsulting.

When accessing your account we'll need to complete security in or to comply with our Data Protection Policy, this is to protect both ourselves and our customer personal details.

The GDPR guidelines ensure that we consider privacy and data protection issues at the design phase of any system, service or product within Vodafone. Making sure that we only process the personal data that we need for our purposes, and that we only use the data for those reasons.

If you have any question regarding GDPR, as mentioned in the post above you can get in touch with our dedicated team via email: customerdataquery@vodafone.com or by visiting our Privacy Portal here.

If you'd like us to investigate the problems you're having receving calls, we'll also be more than happy to help investigate further. I've sent you a private message with details on how to get in touch with us directly so we can take a look.

The issue that I have is that Vodafone are recording that personal information which is not relevant to the call. Also in breach of GDPR s there is no opt out option to having a call recorded.  Jo Blazey should know that...

Getafix
16: Advanced member
16: Advanced member

@icconsulting wrote:

I had to call Vodafone a number of times in the last few days as I am unable to receive any calls. (Still being investigated after 5 days)

On each time I was informed automatically that  calls were being recorded for quality and training purposes. There was no 'opt out ' option. Vodafone asked and therefore captured full name, address, date of birth, my last bill amount, the last 2 calls that I had made and also my account number. Completely ignoring GDPR and storing of personal data ...


You need to familiarise yourself with GDPR.

Looking at your post, looks like you have not read it fully.

It is about having the right amount of Data to conduct their Business and to ensure that only those who need to see your Data get to see it. If you are customer, then lot of Personal Idenfiable Information needs to be available to the Frontline Staff who answer your query. Recording of data is standard for any company. Similarly while using Social Media, you will have to give the PII and that will be stored. Having said that before Calls would be used for Training, they would either Strip off or Blip out the PII.

 

GDPR is about you having control over your Data but does not mean that when you call Company, then they are not allowed to use your PII data to identify you.

So how did this conclude for you? Do Vodafone recognise a customers request to the right to be erased under GDPR or do they still keep information after an account has been closed?

ToniCa
13: Advanced Member

@madad8691 wrote:

Do Vodafone recognise a customers request to the right to be erased under GDPR or do they still keep information after an account has been closed?


Of course they keep information after an account has been closed, or they'd be wildly in breach of GDPR and assorted other legal requirements. See the retention schedule on https://www.vodafone.co.uk/cs/groups/public/documents/document/vfcon093713.pdf