Major Data Breach Complaint Ignored - Mobile Phone not received

[CarlaG]

Hi Everyone, 

I'm posting here in the hope of raising awareness and possible getting advice or support. I've been dealing with a serious data protection breach involving my personal information being disclosed to my ex partner (who I have a non harrassment order in place and is due to be sentenced next month) by Sky. He was removed from the account nearly 2 years ago but Sky have openly giving him my new mobile contract information, my address and contact details.

I found out this data breach happened when I called to chase a delivery on the new phone (which I never received) as I received no information on delivery or any of the new contract details, a DPD driver left a slip through my door but ring door bell footage showed he had no parcel and this is what prompted to contact Sky but in turn this had opened up a new can of worms and I discovered they had openly given all of my details to my ex. I had to contact Sky nearly 2 years ago to advise them of the situation and to remove their details from the account and this was clearly never done.

The advisor who confirmed the data breach had been made tried to offer me 20% off my bill after I explained to him how serious this was which I refused. He then came back and offered 40% off my bill and I refused again until I seeked legal advice and speak with a manager. When I called on Friday 24th Oct to chase, I was advised because the phone had not been delivered I would need to set up a new contract to which I refused due to not having any trust in Sky and considering the severity of this data breach and lack of response. 

Despite reporting this directly to their Data Protection Office on 17th October and following all proper procedures, I've had no acknowledgemnt or response whatsoever even after sending a chaser email twice. I called Sky again last Friday and was promised a call back from a manager on Sunday, but it's now Wedneasday and I'm still waiting. 

This situation has caused me a lot of unneccassary stress and has placed me in fear for my safety. Given the seriousness of the complaint and lack of response I have had no option but to escalate the matter to the ICO but their waiting times are in excess of 27 weeks. 

Has anyone experienced anything similar with Sky or hows how best to push this further, I'd really appreciate any advice. People deserve to know if their personal dara is not being protected or taken seriously. I've been a customer for over 5 years and when my contract ends I am going elsewhere as I have lost all trust. 

[GD1]

@CarlaG  I'm afraid we can't offer any other advise than what steps you've already taken, both Sky and the ICO would need to investigate this.

[PandJ2020]

Have you formally logged a complaint?

The ICO would likely expect you to use this and the Ombudsman (If necessary) as a first step.

[CarlaG]

Yes I have via email and have received no response or acknowledgment despite chasing 

[GD1]

@CarlaG  Sky have up to 8 weeks to deal with your complaint  Sky Customer Complaints Code of Practice | Sky Help | Sky.com | Sky Help | Sky.com

[LegallyLexy]

Hi, 

not a lawyer, and not your lawyer, but I am a law student here in the U.K.

if you have a NMO against the ex, and proceedings are ongoing, then you should be able to speak to the police about compelling sky to give evidence or report of their failure.

as a company that stores data subject to GPDR regulations, they owed a duty of care to you as they do all customers. But above this, you were particularly vulnerable, and they failed in the basics here.

if it is too late or not sufficiently related to the case with your ex directly, you may have a case for the tort of negligence, and contractual rescission in equity. 

I think you're smart in taking legal advice, and I hope things get sorted as this is an unacceptable situation wholly on Sky.