Ongoing Complaint Handling Issues – Data Protection & Support Failures
I’m still having major problems getting clear updates on my broadband fault and related complaint.
My original complaint was wrongly closed without resolution, and later complaints were either auto-closed or merged without clear communication.
For a time, I had a single contact (Daniel_Et), which at least gave me continuity. But due to repeated failures with the forum’s five-minute data protection window, I’ve now effectively lost that route of support.
I’ve spent hours trying to pass Data Protection on here, only to be left without answers. When I turned to online chat, the information provided was extremely limited and didn’t go beyond what I already knew days ago.
The Data Protectio questions themselves are confusing and impractical:
- Two email addresses are associated with my account (VMO2 ID + legacy ntlworld address). Which is required?
- Two mobile numbers are linked - one for Volt benefits. Which is correct?
- Billing questions don’t make sense when credits, disputed charges, or billing errors exist — is the “amount” what they charge, or what’s actually due?
- Direct Debit dates vary month to month, and this month nothing has been taken due to billing issues
With only seconds to reply, there’s no time to clarify what information is expected, and a wrong guess locks you out of support.
This Data Protectio system effectively blocks customers from getting help. Combined with complaints being closed without resolution, it highlights a serious failure in process.
This process creates a situation where customers are actively prevented from accessing updates or progressing their complaint. When combined with the repeated premature closure of complaints, it highlights serious failures in communication and complaint handling, which I believe fall short of Ofcom’s General Condition C4 requirements.
At this point I simply want:
- Written confirmation of the current status of the works required to fix my broadband fault.
- Clarity on which complaint is actually open and being tracked.
- A reasonable, reliable way of passing data protection so I can actually access updates without hours of wasted effort.