mcuth v Egg ****won****

[mcuth]

Data Protection Act letter sent 25/04/06 for:
1 x loan a/c
1 x credit card a/c

Will split threads accordingly when Data Protection Act details received

They have until 5th June to reply - bring it on!

Cheers

Michael

[mcuth]

In response to my Data Protection Act request of 25th April (which was delivered by special delivery on the 26th), yesterday I received a letter from Egg:

Dear {mcuth}

Your Data Subject Information Request

Thank you for your request for details of the personal data Egg holds about you. To enable us to process your request, please complete the enclosed form and return it to us along with one of the identification documents listed below, and the appropriate fee. In the case of joint accounts all the account holders (who must each provide a separate item of identification) must sign the form.

Identification
Any of the documents listed below may be used for this purpose:

• A bank, building society or credit card statement
• A store card or catalogue statement
• A utility bill

The document must be an original, not a photocopy, and dated within the last 3 months. It must show your full name or first initial and surname and your current address. All documentation will be returned to you. If you are unable to provide any of the above items, please attach a letter confirming your identity. This must be an original, typed on headed paper, dated within the last three months and authenticated with an official stamp if applicable. It should be from your employer, solicitor or other professional body or person.

Fee
There is a charge of £10 for this service. Please send a cheque made payable to Egg.

What information will be included in the Data Subject Information Request?
We ask you to complete the DSIR Application Form accompanying this letter, to help us provide you with the data that will be most helpful to you. Within the categories you select on the form, you will receive a copy of all personal data we hold about you on our computer or paper files, along with explanatory notes. This data may include, as applicable, the following Egg products:
Egg Savings Account
Egg Invest
Egg Card/Egg Card Blue
Prudential Banking loans and mortgages
Egg Loan
Egg Mortgage

Completion of the form is not compulsory and choosing not to do so does not affect your right to a copy of your personal data. If you do not intend to complete the form but still require a copy of your personal data, you should inform of us of this and provide details of the data you require, along with the £10 fee and identification documents. We will begin processing your request on receipt of your fee, identification documents and details of the data you require.

What information will not be included?
The following will not be included in the information you receive from Egg:

Recent transactional information for Egg Card and Egg Card Blue
Customers can access the previous 12 months' statements online, so we do not provide copies of statements issued within the last year as part of your DSIR. For other products, we may limit the amount of transactional information provided. If you have a query relating to transactions or statements, please contact our call centre on 08451 233 233 where one of our associates will be pleased to help you.

Recent E-mail Correspondence
Emails you send to or receive from Egg remain in your Secure Messaging inbox for a period of 90 days so we do not include them as part of our response to your DSIR. E-mails more than 90 days old will be provided if you have requested them on your DSIR application form.

{mcuth note: the following sections all have notes on where to get the information from, but as it's not relevant to the cc/loan stuff, I've not included it here}
Prudential Assurance
Egg Term Assurance/Critical Illness Cover
Egg Home Insurance
Egg Motor Insurance
Egg Travel Insurance
Mortgages with External Providers arranged through Egg
Card Protection Policy
Credit Reference Bureaux
Staff Files
CCTV Footage

What happens now?
On receipt of your completed form we will send you a letter of acknowledgement, return your identification documents and begin processing your request. We will provide your data within 40 calendar days of receiving your completed form and fee.

The data you receive will be in paper format. If you are visually impaired and require the data to be provided in Braille, large print or audio format, please let us know.

Yours sincerely

Personally signed, and they included a pre-paid envelope for the return too
(Happy to scan the form & letter in if it's wanted?)

They have noted on the form that they received the fee with my original request, so I don't need to include that. It's a bit strange really - they have my current address, which was on my Data Protection Act request, so why do they need ID and should I provide it? The Data Protection Act request also referred to the information I require, so why the form?

My initial thoughts on a reply include: I'm not going to fill in the form, send me the info I requested; The 40 days started when you received my initial request. Thinking that the ID required is unreasonable given that I'm at the same address on file - any thoughts?

Cheers

Michael

[thecornflake]

I sent my Data Protection Act request using secure messaging on the website, which of course proves I am who I say I am. You could do this and just send them a message -

In reply to your letter of x/x/x I hereby confirm my identity and that I made a Data Protection Act on x/x/x. Because they promise to confirm a message recieved within 24 hours, this will not give them any extra time and save you a lot of bother.

[mcuth]

Originally Posted by thecornflake

I sent my Data Protection Act request using secure messaging on the website, which of course proves I am who I say I am. You could do this and just send them a message -

In reply to your letter of x/x/x I hereby confirm my identity and that I made a Data Protection Act on x/x/x. Because they promise to confirm a message recieved within 24 hours, this will not give them any extra time and save you a lot of bother.

Oooh now, that's a good point - thanks.
I'll try that one first.

Cheers

Michael

[mcuth]

Ok, sent Secure Message tonight as follows:

Your reference: XXXXXXX

Dear Sir/Madam

Thank you for your letter of 26th April, in response to my Data Protection Act request dated 25th April.

Given that I sent my letter from the address that you have on file, signed it, provided the address that the accounts were opened at, and quoted both the loan & credit card numbers in the original letter, I see very little need to send further proof of identification. However, I trust that this Secure Message will provide proof enough of my identity to satisfy your needs.

My subject access request was clearly laid out in my letter dated 25th April, along with the account numbers for the loan & credit card I held (for reference: Credit card XXXXXXXXXXXXX, Loan XXXXXXXX). As such, I expect you to provide this information as requested without the need for me to fill out your DSIR form.

May I remind you that the 40 days to respond under the Data Protection Act (1998 ) starts from the date you receive my request and payment, which was 26th April. You therefore have until 5th June to reply with the requested information.

Many thanks

Yours sincerely

{mcuth}

Let's see if that's enough for them

Cheers

Michael

[mcuth]

Egg's reply to my Secure Message:

Subject Data Subject Information Request

Dear {mcuth}

We have 40 days to respond to your DSIR request after receiving confirmation of your payment and your signed letter.

Until we have this information we can't process your request.

Once we have this information we will process this within the 40 day timescale.

Please ensure you send back the all the required information asked for.

Regards

{name}
Internet Customer Services

Uhuhuhuh, so this is what they got back:

Dear {name}

You already *have* received my signed letter and payment - this was a perfectly valid request under the Data Protection Act and was delivered to your offices on 26th April. Your letter of 26th April confirms that payment was received with my initial request.

As I requested below, kindly confirm that the Secure Message will satisfy your identification requirements - especially given the additional information that I included in my original letter (note, the address I sent the letter from is the one you have had on file since I moved here in November 2004).

Kind regards

{mcuth}

I foresee an interesting exchange.....

Cheers

Michael

[mcuth]

Grrrr, these people just don't get it - reply from Egg to my last SM:

Dear Jennie {mcuth: Jennie? WTF is Jennie?}

To be able to send out Data Subject Information we need to receive a completed form. I can see that the Data Subject Information Request form was sent to you on the 26th April 2006.

You'll need to fill in and sign the form and return this to us so that we can action your request.Thanks for your message, if you've any further queries please feel free to contact me again and I'll be happy to help.

Regards

{name}
Internet Customer Services

And here's my reply to them:

Firstly, my name is *not* Jennie!

Secondly, as you yourselves state in your letter, completion of the DSIR form is *NOT* compulsory and you request that I let you know what information I require if I'm not going to fill it in. As I have stated below, my original request letter covers this information in full and as such I see no need to fill in your DSIR form.

Thirdly, as I'm sure you can see below, my query is relating to the identification requirement. I do not see a need to supply identification when I have supplied the information that I have previousy done. I am using Secure Message to clarify that I am who I say I am and want your confirmation that this will suffice.

Please pass this on to someone that actually deals with DSIR/Data Protection Act, so that I can get a definitive answer - your continued obstruction of my request may result in a complaint to the Information Commissioner.

Many thanks

Kind regards

{mcuth}

I think the phrase rhymes with Clucking Bell

Cheers

Michael

[Empire Strikes Back]

may the 4th be with you!!!great stuff

[Cmdenny]

Keep at it mate - Egg are scum, and their customer serivce is awful - I got through it by getting the BBC involved in my case and then they soon bucked their ideas up - Best of Luck.

[mcuth]

Thanks guys - am keeping on at them...
Received the below via SM yesterday...

Dear Michael

I'm sorry that we referred to you with an incorrect name, this was a genuine mistake and I apologise on behalf of my colleague for this error Michael.

I'm very sorry about the delay with this and I can tell you that I've forwarded this onto the Data Subject Information Request team for them to deal with and they'll get a Data Subject Information Request sent out to you.

Thanks for your message.

Regards

{name}
Internet Customer Services

Cheers

Michael

[angry cat]

Hi Mcuth!
I have been reading your thread and I am astonished with EGG !

I received exactly the same letter as you from egg, requesting my ID, however they did not ask me to fill up a form.

One of the things that I find curious? is the type of ID that they have requested -

A bank building society or credit card statement
A store card or catalogue statement
A utility bill

None of the above items really guarantees ones identity especially a catalogue statement! Please note, all the items just relate to ones financial ID ! I could have understood, if because of some Data Protection Act rule they had to have ID, then surely ones passport or driving license would be the premier items to confirm ones ID!!

(A little bit of sarcasm here, Sorry - Maybe, I should send them my Egg Credit Card statement !)

My letter came from Jenny Gordon - Egg Data Protection Manager, but the hand scrawled (hardly legible) envelope has been adressed to-
E Elnell
Account Servicing
Egg plc
Point North
Brierley Hill
DYS 1IU? (difficult to make out the postcode)

Egg know who I am I have an egg credit card and I have written to them and they have replied to my unchanged address!

Anyhow, I just thought that I would add to your exasperated thread and I will follow suit and secure message them.

Thanks
angry cat

[mcuth]

Hi Angry Cat

Still awaiting their reply to my last SM - I just can't believe what a PITA they're being over it. Obviously just another attempt to obstruct & confuse......still, they're picking on the wrong folks here

Oh & yeah, my handscrawled envelope has the same on it


Cheers

Michael

[mcuth]

Still no reply to last SM, so I feel like there's a nice stroppy letter being drafted.....

Cheers

Michael

[mcuth]

My thunder got stolen! Because Egg had waited for a month to bank the cheque, I'd forgotten all about it and it bounced

Anyway, they sent a letter asking for a new cheque, even though the old one clearly says "PLEASE RE-PRESENT" in nice big letters So, new one sent today, along with a letter & copies of the SM exchange above, tacitly impying they're just stalling....

Cheers

Michael

[DazNorthants]

Hey good news about the cheque bouncing - Now you can probably claim from your bank too - Ohhh dear.

Dazz