[BG: I work in a UK Supermarket that has its own mobile phone network. Today I was working in our Phoneshop End BG]
Customer comes into the shop and says that she was told that if she paid £amount she could upgrade her phone, could I tell her when she could upgrade it for free
Me: Sure, can I just get your phone no?
Cust: Number
Me: And is the account in your name?
Cust: No, it's in my mum's name
Me: Well, unfortunately, due to the Data Protection Act, to give you that information I would need to speak to your mother, as it is her account.
Cust: I only want to know when the contract finishes!
Me: Unfortunately, either your mother would have to come into the store to get that information, or she could ring Customer Care and after a couple of security checks, they could tell her
Cust: OK [Leaves]
5 mins later, Cust returns and asks for a manager. I get manager explain problem and he speaks to her. She then leaves.
30 mins later, I get a call from the Store Helpdesk. It seems the customer has gone home and asked her DAD to ring up to get this information. I explain to helpdesk that it is illegal for us to give the customer any specific info on her mothers account and her mother will need to either come in to a store, or ring Customer Care.
Why get your dad to ring up when I told you we need to speak to your MOTHER?
Customer comes into the shop and says that she was told that if she paid £amount she could upgrade her phone, could I tell her when she could upgrade it for free
Me: Sure, can I just get your phone no?
Cust: Number
Me: And is the account in your name?
Cust: No, it's in my mum's name
Me: Well, unfortunately, due to the Data Protection Act, to give you that information I would need to speak to your mother, as it is her account.
Cust: I only want to know when the contract finishes!
Me: Unfortunately, either your mother would have to come into the store to get that information, or she could ring Customer Care and after a couple of security checks, they could tell her
Cust: OK [Leaves]
5 mins later, Cust returns and asks for a manager. I get manager explain problem and he speaks to her. She then leaves.
30 mins later, I get a call from the Store Helpdesk. It seems the customer has gone home and asked her DAD to ring up to get this information. I explain to helpdesk that it is illegal for us to give the customer any specific info on her mothers account and her mother will need to either come in to a store, or ring Customer Care.
Why get your dad to ring up when I told you we need to speak to your MOTHER?
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