Hi cmalone,Agree with that analysis. Similar weaknesses with Data Protection Commissioner’s Office due to backlog of cases ... the bank’s know to ‘play the game’ and they can say what they want..
in this instance the bank’s management claimed to DPC that important documentation/ notes on file regarding customer instructions were temporary in nature (post its/ verbal messages) and were not available ...
Fortunately the customer was able to show that the call centre staff actually sent emails to relevant departments per recorded calls and did not use post-it’s!
Hi CMalone,The process with ODPC and FSPO takes years. They are slow to act - possibly due this the large fees that pay their salaries from the banks. At each occasion when bank is proven to have intentionally misled the investigation, they simply claim that now the bank has corrected the error. Fortunately - one learns to be persistent
Just playing devil's advocate, but an audio recording stating an email was sent does not mean that record of that email still exists. How long ago are you talking about? Most companies will delete emails after the mandatory retention period unless they are explicitly archived.Fortunately the customer was able to show that the call centre staff actually sent emails to relevant departments per recorded calls and did not use post-it’s!