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  1. #1
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    Rubble's Avatar
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    BT shop and security

    I orderd some items from the BT shop yesterday and I get this email when I get home today:

    Thank you for your order placed on 27/11/07

    You have received this email because we were unable to confirm the details
    of your address with third party agencies.

    ***Please note that if you do not action this email within 5 working days
    we will not be able to process this order and will cancel it on your behalf***

    Possible reasons for this could be:

    1) Cardholder address entered not as shown on your statement
    2) CVV details (3 digits from the back of the card) being entered incorrectly
    3) Entering an incorrect telephone number for your cardholder address or leaving it blank

    Please email the following details to webaccounts@shop.bt.com

    1) The address to which your credit/debit card is registered exactly
    as shown on your statement.
    2) A landline telephone number as which you can be contacted during the day.
    3) If you do not have a home telephone line, then please tell us how you connect
    to the internet including which internet service provider you have used
    to place the order
    4) Full confirmation of the delivery address including recipients name, company name
    if applicable, and relationship with this address.

    Please ensure you check your details online before emailing us, if you find that amendments
    are needed please do as follows:

    Log on to your online account, in the account options section select the
    'edit contact details' option to amend your card registered address.
    To change your delivery address select the 'Manage address book" option.
    Once you have made these amendments (if applicable) please e-mail us
    with the correct information to enable us to complete the processing of your order.

    We apologise for any inconvenience you have experienced, however these checks are put in
    place to ensure card holder protection is at a maximum and to reduce the incidence of fraud.

    Thank you for your co-operation.


    Regards

    Card Security Department
    BT Shop
    So lets go over this the "Card Security Department" want me to send an email over an unsecure connection containing my credit card details ?

    I try live chat as when I phone anyone I usualy have to wait at least 10min to talk to someone. Live chat is no better but at least I can be doing something else while I wait.

    Names changed to protect the inocent


    REP: Good afternoon, how may I help you?
    ME: Hello
    I have had an email about emailing you some of my personal details; I am not happy doing this. Please can you confirm what you want to know? I have 2 orders held up for "Security Check - Awaiting your reply to our email"
    REP: They are just standard security e-mails, if you do not reply to them with full details, your orders will not be processed.
    ME: So you want me to send you my details over an unsecure connection?
    REP: It is not an unsecured connection, we ask many customers for this kind of information and they duly respond.
    ME: Not unsecure via email ? You have to be kidding me. What are we always told about protecting personal details ?
    REP: If you do not respond to the e-mails, your orders will be automatically cancelled by our system after around 7 working days.
    ME: Right I want to talk to somebody, can you give me a phone number ?
    REP: Please contact our customer services department on 0870 429 3210.
    ME: When are they open until?
    REP: You can contact them from 9am tomorrow, as cut off time is 5pm.
    ME: Oh while I am at work very helpful
    REP: Alternatively, please e-mail into assistance@shop.bt.com if you wish to complain.
    REP: Is there anything further I can assist you with today?
    ME: No thanks.
    REP: Thank you for using this service. Goodbye.
    Thank you for using InstantService. You may now close this window.
    Your session has ended. You may now close this window.
    I am probably over reacting but where do I stand if I get unautorised credit card transactions ???

  2. #2
    Programming Team silver trophybronze trophy
    Mittineague's Avatar
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    Cc #

    I would double check your online info and if it's correct send them an email telling them it's OK and if they still have a problem ask them to be more specific. Then try the complaints dept. If they still can't answer your concerns, I'd be the one cancelling the order.

  3. #3
    SitePoint Mentor silver trophy
    Rubble's Avatar
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    I decided to cancel anyway; there are plenty of other shops around who want my business

  4. #4
    whagwan? silver trophybronze trophy akritic's Avatar
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    Pretty poor customer service anyway, regardless of the security issue which I would have responded to as you did.

    BT? Is this British Telecom BTW?

  5. #5
    SitePoint Mentor silver trophy
    Rubble's Avatar
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    Yes BT is British Telecom; most people here call it BT .

    The thing that made me mad the most was the email was from "Card Security Department"

    It probably was safe to do but its the principle and how much effort would it have been to setup a form on a secure site to enter the details ?

  6. #6
    whagwan? silver trophybronze trophy akritic's Avatar
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    Exactly.. but really the customer service was shoddy. BTW I figured it was BT as in BT UK


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