topic Re: Call recording in Discussions & Feedback

Call recording

Anonymous — Fri, 26 Aug 2016 14:14:01 GMT

About 4 weeks ago I got a phone call from o2 regarding an outstanding bill, only it wasn't me who answered the phone and without asking for the password, the call centre worker read out all of my personal details. Address, bank details etc to apparently prove they're from O2.

Ive been pushing to get this lapse of data protection looked in to and they're finally doing it, however they're seeing they obviously need to hear the call. Do they record outgoing calls when it's them calling you and keep them? Just so I know if they're going to turn round and say the call now can't be found.

Re: Call recording

MI5 — Fri, 26 Aug 2016 14:20:18 GMT

Only on can answer that but my guess would be that they won't be able to find it!

Re: Call recording

jonsie — Fri, 26 Aug 2016 14:21:17 GMT

I'm fairly sure they don't record outgoing calls. However this is a serious breech of the DPA and O2 should be held accountable. There will be notes on your account as to who made the outgoing call, why and the result of the call.

Complain here :http://www.o2.co.uk/how-to-complain

Re: Call recording

Anonymous — Fri, 26 Aug 2016 14:26:48 GMT

Thank you for your responses.

Ive spoken with someone very helpful who is looking in to it and said he's looking for the call. But I just doubted that they would ever find it, or even if it was recorded, would they admit it. Didn't think so. Just wasn't sure if they were all recorded and if they had to be kept for a certain period of time. Thank you.

Re: Call recording

Bambino — Fri, 26 Aug 2016 14:45:01 GMT

Maybe our Head of Community @Toby can help with your enquiry.