Obtaining a telephone recording....

[vvaannmmaann]

...from a business?

I am having some grief from an insurance company.
They tell me that our conversations "are being recorded for training..." etc etc
Now there is a problem they tell me they cannot find the recording of their muppet giving false and misleading advice,which has spectacularly backfired on me.

Is there a genuine third party who can follow this up,as they are now ignoring my calls.

Ta.

 

[Drpepper]

I had the same problem when we moved house with an insurance company and also sky. They basically didn't do as instructed, they gave the old "its been recorded" bull, when I asked them to provide a copy they couldn't and without proof had to accept what I told them and backed down as a gesture "of good will"

Stand your ground.

 

[Newcott]

I've got something similar when cancelling car insurence with Tesco.

I cancelled a couple of months back, on the phone. I was advised it would cost 1 months premium. I accepted and was then advised to cancell my DD at my bank end. (which I did)

I then get a letter for double the ammount.

Anyways after a few calls I asked for them to listen in to the orginal call - a few days later I call for progress and was told the notes on file read "Call listen into - customer incorrect and ammount still stands"

I've asked for a copy of the call to be sent to me and now they can't find it!

They are passing the "debt" to a 3rd party next month - same situation as they are ignoring my requests

If you find a 3rd party would love to know!

 

[TotalWebSolutions]

I think they get around this by saying "calls MAY be recorded" as in not ALL calls. However, in Nick's case it would appear they have the call and for whatever reason will not let him listen to it. Where I used to work we would on occasion have to check calls for specific info given and find in favour of the customer if it turned out it was the company's/employee's fault. If it wasn't then we would gladly let the customer listen to the call to satisfy them that we had done everything correctly. Often the customer would be thankful for letting them hear the conversation back and apologise and feel bad for shouting at our staff

It would seem that if they all of a sudden cannot find the call then a) they have listened to it and found to be at fault but don't want to admit it, b) haven't bothered checking the call or c) haven't recorded the call.

Be interesting to hear the outcome of these...

Simon

 

[AlanGNW]

A quick search threw up this article..... http://www.andrewbibby.com/misc/getownback.html - seems reasonably well researched and points you on to http://www.ico.gov.uk/ (search on 'subject access request')

"Although it's currently very little used, customers appear to have a legal right to apply to be given a copy of these recordings. Under the Data Protection Act, there is a standard right to apply to organisations which hold personal information about you. This is known as a 'subject access request' (ie you're asking to be sent information about yourself), and it applies to private companies as much as to public organisations"

As most of these relate to insurance, I imagine you may also be able to get information from the office of the Insurance Ombudsman...?

 

[akirk]

as mentioned above you are entitled to a copy of the call - put in a request for it.
copy everything to the Association of British Insurers and your MP (MP won't do anything, but the fact that the cc is on the bottom of the letter shows business)

also, do everything in writing as they will see you as more serious

Alasdair

 

[ShortCouture]

Listen to the message regarding recording calls. Does it say calls ARE recorded or MAY BE recorded? A lot of companies do not record ALL calls, as it's a lot of storage space. To find a call recording they need info to go on - the more exact you can be regarding when you spoke to them (date and time) and if you know the person's name that all helps. Otherwise they may be left with hundreds of calls to listen to to find yours - which is not practical of course.

The info above is correct you are entitled to a copy of all info that they hold on you - including all recorded calls. Request in writing, they are allowed to charge a £10 admin fee for this.

Whenever I speak to a bank/ins co etc I always write down the name of the person and the date and time - just in case I need it in future to help them find a recording.

If they really did not record your call but you are very specific on what you were told, they might back down if you stick to your guns.

 

[Drpepper]

The real issue is that these organisation's first line of defence is "we have a recording so we know we are right", this in most cases is obviously a bluff and when called on it the recording seems to be "lost".

I think this just proves the morals of these large companies!

(Lying scumbag cheats.....)

 

[Businesswise Solutions]

If you have agreed to whatever agreement you have with them verbally, then ask them for the recording. If they can't give you this then thy can't prove contract and off you pop!

It will be amazing how they suddenly find the original recording.....

 

[SneakSMS]

http://www.truecall.co.uk/

Get one of those for future.

Any important personal call I make is fired through this little thing and everything digitally recorded.

Really really really helped when I last had a run in with Dell.

And don't get me started on Paypal - I've got a recording of their customer service rep telling me to not bother answering disputes if I'm positive I should win it. He bricked it when I told him I had just recorded him saying that

 

[Businesswise Solutions]

Not sure how legal that is!!!

 

[SneakSMS]

Not sure how legal that is!!!

For entirely your own personal use - perfectly legal

 

[TotalWebSolutions]

For entirely your own personal use - perfectly legal

I may be wrong but I believe as a personal caller (customer) you have to tell the company/employee at the start of the conversation that you are recording it?

 

[Businesswise Solutions]

That was my understanding also :|

 

[SneakSMS]

I may be wrong but I believe as a personal caller (customer) you have to tell the company/employee at the start of the conversation that you are recording it?

http://www.ofcom.org.uk/static/archive/oftel/consumer/advice/faqs/prvfaq3.htm

Can I record telephone conversations on my home phone?

Yes. The relevant law, RIPA, does not prohibit individuals from recording their own communications provided that the recording is for their own use. Recording or monitoring are only prohibited where some of the contents of the communication - which can be a phone conversation or an e-mail - are made available to a third party, ie someone who was neither the caller or sender nor the intended recipient of the original communication. For further information see the Home Office website where RIPA is posted.

Do I have to let people know that I intend to record their telephone conversations with me?

No, provided you are not intending to make the contents of the communication available to a third party. If you are you will need the consent of the person you are recording.