New account creation on behalf of another person
There is an urgent need to add to the dialogue for creating a new account to check if it is being done on behalf of someone else and if so ask if the person creating the account is to be added to the account as someone who can act on behalf of the account holder.
Yet again we have seen today a situation where someone has created an account on behalf of a relative unable to sort out such matters for them self. The person creating the account has even been paying all the bills via a DD on their own bank account. Yet now, when the account needs to be closed because the disabled relative is leaving the country they suddenly can't deal with the account.
If the person creating the account and paying the bills cannot deal with the account, Plusnet should not let the account be created in the first place.
Yet again we have seen today a situation where someone has created an account on behalf of a relative unable to sort out such matters for them self. The person creating the account has even been paying all the bills via a DD on their own bank account. Yet now, when the account needs to be closed because the disabled relative is leaving the country they suddenly can't deal with the account.
If the person creating the account and paying the bills cannot deal with the account, Plusnet should not let the account be created in the first place.
Could you point out to me where it says that in the sign up journey please. If I had been creating an account for my daughter who wouldn't be capable of doing it herself I'd have done it in her name, the DD would be against an account in her name, but I would have to do all the admin of the account.
Not sure why you've disagreed with me.
If PN sorted out the problems sensitively when they arose that would be fine. However in the case that prompted me to raise this topic they have made it very, very clear they will be sticking to the rules regardless so the sensible route doesn't appear to be an option. That leaves the only option to be stopping the situation arising in the first place by not allowing people to create accounts on behalf of others.
Edit: Last post from Plusnet in case I'm referring to:
If PN sorted out the problems sensitively when they arose that would be fine. However in the case that prompted me to raise this topic they have made it very, very clear they will be sticking to the rules regardless so the sensible route doesn't appear to be an option. That leaves the only option to be stopping the situation arising in the first place by not allowing people to create accounts on behalf of others.
Edit: Last post from Plusnet in case I'm referring to:
Quote from: Linn I can appreciate that in this situation you are dealing with your brother's affairs, however, only the account holder can cancel the account.
I understand if you feel that the advisor you spoke to was being difficult, however, they were following protocol and they are not in a position to break this. The protocol is in place to protect the account holder's services.
I thought I explained it clearly enough.
Quote from: jelv Not sure why you've disagreed with me.
To reiterate, I think this is fairly common practice, but does not go wrong often as PN admit.
To deliberately prohibit people helping others my managing their accounts for them "informally" would be a very unhelpful restriction and possibly disability discrimination is some cases.
PN should either allow for it formally or do as most organisations have done for decades and "turn a blind eye" but be helpful and sympathetic when issues arise.
As you aware Plusnet have not yet responded favourably to the topic I linked to which you have also contributed urging them to do the right thing.
If Plusnet are going to be absolutely intransigent over this then not letting the situation develop in the first place is the only other option.
This wouldn't have occurred a few years ago in that someone would have been on the phone to sort it out. But they've now grown so big that this sort of nonsense is what we can expect.
If Plusnet are going to be absolutely intransigent over this then not letting the situation develop in the first place is the only other option.
This wouldn't have occurred a few years ago in that someone would have been on the phone to sort it out. But they've now grown so big that this sort of nonsense is what we can expect.
Yes, sad isn't it, especially as they've commented here. 
There's possibly an internal debate between "compliance" and "pragmatic".................
Hopefully in the meanwhile someone is getting on with resolving the recent individual problem.
There's possibly an internal debate between "compliance" and "pragmatic".................
Hopefully in the meanwhile someone is getting on with resolving the recent individual problem.
It would appear not, the latest postings in the original thread suggest that PN are doing nothing to help, rather the opposite......
Quote from: HPsauce Hopefully in the meanwhile someone is getting on with resolving the recent individual problem.
Is anyone senior getting to grip with this?
@HPsauce
In light of what has transpired today do you still think I'm wrong when I said the following?
In light of what has transpired today do you still think I'm wrong when I said the following?
Quote from: jelv If the person creating the account and paying the bills cannot deal with the account, Plusnet should not let the account be created in the first place.
Actually yes I do think you're wrong. 
They don't do that at present and it would take money and time to change it. I'd rather they put that into sorting out the exceptions rather than just making life more difficult for people trying to help others.
They don't do that at present and it would take money and time to change it. I'd rather they put that into sorting out the exceptions rather than just making life more difficult for people trying to help others.
I'd rather they sorted out the exceptions - but as they are refusing point blank to see sense in what is probably one of the cases most deserving of sympathy I can't see any other way forward.
To remind you of what was posted today:
Where in the sign up process does it warn you of this?
Far from pouring oil on troubled waters to get this ridiculous situation sorted out they are pouring oil on the fire!
To remind you of what was posted today:
Quote from: vulpine I was told that by creating the account under someone elses name I was in fact breaking the law
Where in the sign up process does it warn you of this?
Far from pouring oil on troubled waters to get this ridiculous situation sorted out they are pouring oil on the fire!