o2 Live chat giving out other peoples personal information

[Matt91]

Today I had a live chat with o2, which turned out to be pointless and they didn't help at all. But also after confirming my details with the person and doing the security check and chatted about my problem somewhat confusing the person, for a while I was quite shocked when the person told me about the supposed details of my own account and then continued to tell me personal information that wasn't mine and in fact someone else who I don't know. Even though I had put my number in at the start of the chat. I called the number in the details I was given just to see if it was in fact a real number and yes it was a lady also on o2! Which goes to show just how bad live chat can be and o2 really need to look into this as this is surely a massive security problem.

[Cleoriff]

@Matt91 

That's a pretty appalling breach of security. I will mention the community managers here and they can feed this back for you. @Martin-O2 @Marjo @EmilieT ?

[jonsie]

I'm one of those with little faith in the knowledge, the training, the understanding or the information given. No excuse for data breaches though and this does need feeding back.

[Anonymous]

Just shows how bad & unreliable live chat is. Serious security breach if they are dishing out other customers details. The advisor needs retraining or something here

[Bambino]

They've been 'retraining' Live Chat as far back as I can remember. There have been serious gaffes before, but this one takes top prize. This is a major security breach and needs to be investigated at the highest level.

[anticpated]

Basically anyone with a braincell could do live chat ( I mean no disrespect to people that do that for a living). People need to have a grasp of how gsm networks work and their devices.

Anybody can read questions of a screen. The technology industry has a pathological disorder by calling their rookie staff geniuses etc. When they are no more qualified than me and you.

[TallTrees]

Everythings been said ~ Terrible glad it will be looked into and thank you for letting the o2 community know @Matt91 

[Martin-O2]

Appreciate the mention on this one @Cleoriff ! 

@Matt91 I'd like to get some details so we can look into whats happened here. I'll drop you a private message so we can discuss this further. 

[davethorp]

Live chat agents often have multiple chats going on at the same time which is how this might have happened as they might have sent a message intended for another chat to you by mistake

No excuse though for the data breach but an explanation of how it might have happened

[Anonymous]

They shouldn’t be having multiple chats at the same time so they are totally in the wrong period