This is the same company as Carphone Warehouse, from whom my son bought a mobile phone some years ago. After almost a year, they phoned him and offered him an upgrade, about which I knew nothing until it arrived. My son is mentally handicapped and could not have answered any security questions, as he doesn't know the answers, not even his own date of birth. The "upgrade" was not as good as the phone he already had and when I rang them and got past the usual crap of "I can't talk to you; you are not the account holder", I was not only told that he had answered security questions, which is quite frankly impossible, but that they couldn't listen to their recording of the conversation as there were too many of them to dig through.

Anyone hearing him on the phone would know that he had no idea what they were talking about.

I will have nothing whatever to do with this company, or its offshoots. What has Stephen got to say about this?

Hi Margaret-Rose,

Unable to comment on CPW for the simple reason that I don't know any of their processes or what they can and cannot do however it does sound like they have provided a less than great service.. ;(

I would suggest that you put a complaint in writing also if you call them and ask for the process to complete a SAR which will allow you to request a copy of the call recording for yourself, there is a fee for this however you will be able to get a copy of every piece of info CPW hold on your son including call recordings. TalkTalk charge an admin fee of £10.00 to do i would imagine that CPW have a similar fee.

Thanks
Stephen

Hi TT_S

I would be surprised if getting a copy of the call recording was as simple as you intimate. You need the date and time and in my experience of a Government department the catch there was that they insisted on the exact time to the second which, in practice, is near impossible while priding themselves on their openness. My understanding in the commercial world is that there is a significant element of goodwill.

access

Over the last few years the technology for call recording has advanced considerably. Some can filter the search using the telephone number of the caller and therefore you don't need exact date/time. A list then comes up with all calls from the number(s) concerned.

In regard to government departments, the number of calls and the terrible track record of sound investment in IT, may be the issue. Companies line CW should have the very latest technology being a telecommunications company. It will be case of whether they can be bothered or good will as you say.

huckster

Hi huckster

Absolutely! Years ago they could pop the phone number in and get all the calls out. Unfortunately if you look on the BT site as an example they say "Date and Time" and they bounce applications back if you don't give them that information.

TALKTALK_SUPPORT:Hi Margaret-Rose, Unable to comment on CPW for the simple reason that I don't know any of their processes or what they can and cannot do however it does sound like they have provided a less than great service.. ;( I would suggest that you put a complaint in writing also if you call them and ask for the process to complete a SAR which will allow you to request a copy of the call recording for yourself, there is a fee for this however you will be able to get a copy of every piece of info CPW hold on your son including call recordings. TalkTalk charge an admin fee of £10.00 to do i would imagine that CPW have a similar fee. Thanks Stephen

LMAO

so your trying to screw another £10 out of a mentally handicapped boy? you guys are the worst scumbags on the planet, and regarding writing a letter? what good will that do, you ignore all other communication and qutoe the usual "its in the ts and Cs small print" crap.

I'm glad people are getting the message about TT shiesters, just because you're a big company doesn't mean you're reputable, but there will always be the gullable people who fall for the word 'FREE'.... in your case the cliche "nothing in this life is free" definitely applies!

Dear J E F

Unfortunately your comment can apply to virtually every Broadband supplier and behind the scenes, in my observation they couldn't care less. What the consumer needs is muscle which can only be provided by effective Government policing including swingeing fines per day for the customer victim when things go wrong and are not put right due to the incompetent systems the companies use for cheapness or because the companies won't put something right - too much traffic - because it's too expensive to switch customers to a different path and maximum monthly contracts. Until then companies hate DP Act SUBJECT ACCESS REQUESTS because they are expensive to do because of the way they calculate overheads AND they worry what may be spewed out which could "incriminate" them. Also if they get enough the issue becomes newsworthy.

Thanks for your comments... However not sure how they help the OP.... :(

Thanks "access" ;)

I am sure, that under the data protection act, DPA. by law, a company has to provide you with a transcript of calls on request. As for the charge, I think that a company would be breaking the law to charge you an 'admin fee' for this legal requirement. I may be wrong on this. The whole point of a company recording calls, is for legal compliance and for the consumers protection. IF A COMPANY DO NOT HAVE THE MANPOWER TO INVESTIGATE COMPLAINTS AND POTENTIAL BREACHES OF CONSUMER PROTECTION, THEN IMO, THEY SHOULD NOT BE ALLOWED TO TRADE.

Hi Stephen,

I am taking the time to compare broadband providers, deals available plus CUSTOMER SERVICE, I realise that there must be some happy customers out there, but having accidentally stumbled onto this forum and read the number of very angry and frustrated customers (and not quite customers but that cannot go anywhere else as they apparently are official customers). I have come to the conclusion that I cannot afford to get into such a pickle and that I will be taking a gamble that switchover and customer care will be your top priority as the evidence state to the contrary.

You have therefore lost a potential customer- I was seconds from signing up til I read all that I read and based on that I have come up with a new slogan for myself.

Talk Talk,..............I would rather Walk Walk'

regards mongster