British Gas & GDPR

[MonkeyLobster]

Hi, folks.

 

Just wondering if anyone can help with a query.

 

I had a complaint that was resolved by British Gas and would like the informtion deleted under the GDPR's provision for the right to be forgotten.

 

I made several calls, but hung up, as I was sick of waiting, and then decided to email.

 

Thing is, on one of the calls where I hung up (was waiting for more than an hour), I was having a discussion in the background about a sensitive work related topic and I'm a bit concerned it may have ben picked up by their call recording system. I wasn't actually holding the phone, at this point, but had left it on a table on loudspeaker, so I could hear when the call was answered.

 

Does anyone know if BG would review the calls I requested to be deleted, even if no-one had answered?

 

Thanks in advance.

[dx100uk]

Its rare they actually record calls anyway

and i dont think they even start the recording until allocated to a human and the system marks it as being in progress thus record now..

 

well thats the way the voip systems i installed worked

[MonkeyLobster]

Thanks for the response.

 

It's Verint that they use, AFAIK, if that makes a difference?

[dx100uk]

I remember rightly,

following the initial voice recognition session of I think your details DOB and AC number etc,

you go to another prompt wanting you to select 1 -5? upon which dept/option, etc

 

the system then actually switches to classical music playing during the wait time until an advisor picks it up and selects you via #[line number/cue number]

it doesn't start recording at all in the process till the advisor has looked up your account and accepted via another keypress which I forget.

if you dial direct bypassing the robots answering machine, no recording is made.

[MonkeyLobster]

Thanks again.

 

I had to say which dept I wanted, then key in my DOB and listen to Coldplay for an hour, before I hung up.