[English] Online Chat Data Collection Probably Illegal
vor 5 Jahren
The data collection happening in online chats is probably illegal, and if not then terribly inappropriate.
During an online chat regarding signing up for home internet services I was asked to provide the following information directly to the chat in order to receive contract information: name, date of birth, email address, telephone number and Iban bank account number. The operator could not help me further without this information. I told the operator that I was uncomfortable with blindly sharing my bank account details on the chat, and he said the system requires it.
As a potential customer I would like to have my privacy respected. Further, with this information, untold fraud could be committed in someone's name, as well as theft from their bank account.
Long story short, I was not able to get information about signing up for home DSL. I have also sent emails regarding this, but have had no response. And the online address checking tool incorrectly states that DSL internet is not available at my address, even though the operator was able to find it, and pushed for an immediate deal.
Please help me sign up for internet, and sort out your data collection practices.
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vor 5 Jahren
A bit irritating that s.b. that writes in English rather than in German seems/claims to have knowledge about German law and Telekom AGB.
It is one of your main duties as a customer to allow access to your bank account, so that Telekom can regularly take the money from your bank account as indicated in the monthly invoice. First invoice is at the beginning of the contract, you pay in advance.
What you can do is e.g. fill your forum profile with a working phone number (only Telekom Forum employees will see that, e.g. I cannot see that) so that they can contact you via phone. Pls do then state here in an answer when they may contact you.
They also can sort it out whether or whether not you can have a contract at the respective address. But keep in mind... IBAN is required...
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Antwort
von
vor 5 Jahren
This shows you duties as a customer - a SEPA-Lastschriftmandat (requires stating of IBAN) is a must
https://www.telekom.de/dlp/agb/pdf/46510.pdf
Antwort
von
vor 5 Jahren
Thank you for taking the time to respond to my concern. I appreciate your response in English; as you can imagine navigating a huge system outside of one's mother tongue can be challenging.
I understand the requirement for providing an IBAN when signing a contract so that money can be debited for the service, however that wasn't the concern. If you re-read what was shared, you will see that the operator was unable to provide the desired information (i.e. a query regarding a product) without being given an IBAN. Therefore applying a process which attempts to collect sensitive personal information (in an insecure manner), and then denying access to information and material when the process is objected to.
Further, one wouldn't provide passwords or other sensitive information freely to chat support for the purpose of receiving assistance (unless you wanted to be the phished). Electronic signing of contracts (which isn't what I was requesting anyway, I was asking for help) should have a secure portal for providing this sensitive information, and not directly to a chat agent. And one should not be coerced into a contract either through the mechanism of denying services.
After visiting a T-Mobile store today, I was let known that the online advice was incorrect, and that I would have potentially started a contract process by providing the information. One does not want to have money incorrectly debited from one's account, and then have to fight to have the charges reversed.
Finally, under the broad scope of GDPR (General Data Protection Regulation; i.e. not just German law), the way in which data is collected, stored, and processed is an important concern. This is further augmented by the EU consumer protection laws, which (apart from other responsibilities) attempts to ensure that when contract is created and executed that it is done in a fair and transparent manner. Therefore improvement can be made to the current way in which contracts are generated through the chat service, and help to protect the customer from unwanted eventualities.
I hope this makes the provided concern more clear.
Uneingeloggter Nutzer
Antwort
von
vor 5 Jahren
thanks for sharing your type of issue on this platform.
The first question I have is, where did you start this chat?
Maybe the colleague of mine understood that you want to start a contract.
- I understand that you want to protect your sensitive data.
But in general is @muc80337_2 right.
If you want further help, maybe for a research or general questions about the Speed on your address, let me know.
But before doing this, I need you to fill out your profile with some data for a call back.
Kind regards
Christina P.
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