EE Sim Swap Data Gathering

[TOTO24]

Last week I paid a visit to my local EE shop to have a prepaid 120gb data sim swapped. I could not use my data and  EE telephone customer service believed the SIM card was corrupted.

Initially I was sent away from the store as I did not have photographic ID. I returned to the store and after having my details taken, a photograph of myself taken AND a PHOTOGRAPH of my UK driving licence taken, BOTH FRONT AND BACK (back shows classifications I am entitled to drive ONLY) I was able to have my SIM card swapped.

Now, I will ask EE the following question. Why do you need to take a photograph of the front and rear of my driving licence? I’m am not very happy with EE needing a photograph of my ID AND the need  to record what classifications of vehicles I am entitled to drive before they will swap a SIM card.

Can anyone here explain this to me as it seems unreasonable and amounts to excessive and needless data gathering.

Thank you for reading and I look forward to any responses.

[Katie_B]

Hello @TOTO24. 

Thanks for coming here. 

I am sorry that the process was not explained by the staff at your local EE Store before the photograph was taken. 

The in-store photograph is part of the SIM replacement process and is used to match the likeness of your photo ID to reduce fraud risk.

Katie

[TOTO24]

Hi @Katie_B 

As strange and unnecessary as taking my photograph is, my question asked why pictures were taken of my driving licence? Can you tell me why this happened?

[Katie_B]

Hi @TOTO24. 

Pictures would have been taken to confirm the ID is the original. 

Was any explanation provided to you by the EE Store for the process of passing security with your ID?

Katie

[TOTO24]

Hi @Katie_B 

That does not make any sense to me. A photograph won’t confirm if is driving licence is original.

What is the process of EE confirming originality with the photograph?

Thank you.

[Katie_B]

Hi @TOTO24. 

Customers wishing to obtain a replacement SIM in Retail must provide a valid form of ID which must be scanned using our ID scanning tool. The tool verifies the ID is valid (e.g. in date), authentic (by checking for signs of tampering on the front and back), and checks that the image on the ID is a true likeness of the person in store.

The process is in place to protect our customers and company from fraud. 

Katie

[TOTO24]

Hi @Katie_B 

Thank you for explaining that EE scanned my driving licence with their 'Data Scanning Tool'.

Can you please tell me where this scan is stored/sent and for long.

I appreciate you helping me better understand this procedure.

[Katie_B]

Hi @TOTO24. 

Information on EE's privacy policy can be found HERE. 

Katie

[TOTO24]

Hi @Katie_B 

It seems after reading the information you provided I am told to make a complaint to the EE Data Protection Officer. I would be doing this as EE do not set a timeframe on how long they will store my information, particularly scans of government ID. Should this information have been explained to me by the instore customer service before a scan is taken of my ID or my photograph taken? 

*******

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