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Topic # 96549 31-Jan-2012 00:20
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I went to my local 2degrees store at the beginning of this year to buy a sim card for my iPhone. I was impressed by how quickly I was asked if I needed help, and following that the transaction was simple, quick, and completely normal.

Two days later, however, I received a weird text from a number I didn't recognize. The text said something along the lines of "i saw u yesterday lol" followed by "it's bob [not real name] from 2 degrees". I replied saying I think you've got the wrong number ... thinking to myself ... it must be a mistake, it can't possibly be the guy who sold me the sim card. Only to get a response saying that Bob was, indeed, the guy who sold me the sim card.

Obviously this did not sit well with me. I did not give this guy my number - therefore he had no right to go into his company data to access my contact details. Basically, I was completely creeped out.

So I called the customer service line - and the guy I spoke to was great. He said that normally they would ask me to contact the store directly, but that he understood that in this situation that would be awkward, so they would contact the store manager for me. I said that I wanted to know what the outcome was, and he said of course, we will call you back to let you know what we've done in a few days. I asked if it would be within the week, as I obviously now wanted to change my cellphone number. He said yes, I said great. I was happy.

10 days later, no word from 2degrees. So I called them up. The rep said that the store had only been told the day before, so she had no further information for me, but that they would be in touch when they knew more.

Two weeks later (today), I give them a call again, as I haven't heard anything, and I've finally changed my number, being sick of waiting. After a tonne of mucking around, the rep finally reads my complaint notes and tells me that after they told the store manager, they closed the file, and I would receive no further information. I protested that I had been told that I would be informed of the outcome, and she apologized and said there was nothing she could do. I pointed out that there is now a store in my town that I can't even walk past alone because it freaks me out too much ... she apologized, there's nothing she can do.

So I called the Privacy Commissioner who advised me to ask 2degrees if I can speak to their privacy officer, and failing that to lodge a complaint with the Privacy Commissioner's Office. I have emailed 2degrees asking how I can contact their privacy officer, but might call them tomorrow as my patience is definitely wearing thin.

All I want is to feel like my complaint has been taken seriously, and to be told of the steps the store has taken to ensure that their staff know that customer details are private and not to be accessed for personal use. I also want to know that the 2degrees employee has (at the very least!) learnt that stealing a customer's number from the company database will not get you laid. Perhaps he mistook me for an Edward Cullen-loving teenager - who have to be the only girls who think boundary crossing stalking behaviour is cute. Unfortunately for him, I'm older than I look (plus I have much better taste in books. And men.) But I digress.

This has been so disappointing, as previously I have had nothing but good things to say about 2degrees - and all because I liked their customer service, of all things.

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  Reply # 575141 31-Jan-2012 00:44
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After reading your post I hope your not still with them, I wouldnt be giving them my custom if they were mucking me around and getting my details off there database. Hope you get the outcome you want :)

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  Reply # 575148 31-Jan-2012 01:53
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how many txt msgs you received from 'Bob'? twice?





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  Reply # 575149 31-Jan-2012 02:19
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That's disgusting. I can't believe an employee would do something like that. Total no no. Have you received any contact from him since?




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  Reply # 575158 31-Jan-2012 08:25
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Something like this (SMS & e-mail) has happened to two people that I know (different companies, some time ago) both employees had their contracts terminated as soon as possible by their employers after their actions were reported. That is the correct response to a breach of privacy, nothing less.

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  Reply # 575172 31-Jan-2012 09:10
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Rather concerning. Not surprised by the lack of customer service from their Call Centre.




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  Reply # 575195 31-Jan-2012 10:08
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The store assistant had no right to contact you unless you gave him permission to do so. This is a big no-no. Sorry for the hassles you've had so far.

Please can you PM me any ref # you received when sending in your email or your email address, 2degrees number, the store you bought it from and the sales assistant's name so I can follow this up.

^POB

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  Reply # 575197 31-Jan-2012 10:10
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2 months ago I purchased a Nokia C2 from 2degrees online store, but they sent me a Nokia C1.
I called their CSR twice to get the case sorted, and managed to get full refund on this.
One of the CSR sent me a txt update on how the case was followed and resolved.
I think it is ok to receive txt on "business" related case, but as for the OP, it is kind of disturbing.
Either close your account or just don't go to that store anymore.




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  Reply # 575198 31-Jan-2012 10:22
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wanghou168: 2 months ago I purchased a Nokia C2 from 2degrees online store, but they sent me a Nokia C1.
I called their CSR twice to get the case sorted, and managed to get full refund on this.
One of the CSR sent me a txt update on how the case was followed and resolved.
I think it is ok to receive txt on "business" related case, but as for the OP, it is kind of disturbing.
Either close your account or just don't go to that store anymore.


Of course business related is fine!

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  Reply # 575212 31-Jan-2012 11:04
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This happened with a Nz Post shop a while ago Staff member took details off a Package and proceded to text the person, that was about 3 years ago i think?




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  Reply # 576547 2-Feb-2012 21:47
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While I agree this is a terrible thing to happen, we still stick to the FUG - and no soapboxes.

The OP accessed the site once only to post, and probably missed the offer of help from 2degrees here.

If there's no update by tomorrow morning I will hide this discussion.





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  Reply # 576652 3-Feb-2012 08:44
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freitasm: While I agree this is a terrible thing to happen, we still stick to the FUG - and no soapboxes.

The OP accessed the site once only to post, and probably missed the offer of help from 2degrees here.

If there's no update by tomorrow morning I will hide this discussion.



Could you not just edit out the names? and then leave the topic?

 

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  Reply # 576653 3-Feb-2012 08:45
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It's not our policy, because it could be a fake story. Unless the OP replies, and there's some interaction with the offer here, then we assume the worst and take it down.





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  Reply # 576655 3-Feb-2012 08:49
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freitasm: It's not our policy, because it could be a fake story. Unless the OP replies, and there's some interaction with the offer here, then we assume the worst and take it down.



But anything anyone posts could be fake?

At least if the names were removed it wouldn't be aimed at the company - seeing as it isn't their fault what happened anyway. 

But it does make you wonder if you had a problem and someone offered you help why you wouldn't take it... 

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  Reply # 576849 3-Feb-2012 14:45
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Maybe I'm the only one that wants an attractive female CSR to text me on a more personal level?

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  Reply # 576887 3-Feb-2012 15:59
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freitasm: It's not our policy, because it could be a fake story. Unless the OP replies, and there's some interaction with the offer here, then we assume the worst and take it down.



No reply as yet.  I've just PM'd the OP again for info. 

^POB

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