Can DTE keep my information forever?
January 13, 2011 7:24 AM Subscribe
I called DTE Energy because I want them to get rid of my web account and all the information they have stored regarding me in their system since I am no longer a customer. What are my rights?
I don't want them to have my name, phone number, last 4 digits of my social security card or anything else, but when I called demanding that they remove that information and my account they said they could not do that. What can I do about this, if anything? Am I in the wrong? Do they have a right to keep this information.... indefinitely?
I don't want them to have my name, phone number, last 4 digits of my social security card or anything else, but when I called demanding that they remove that information and my account they said they could not do that. What can I do about this, if anything? Am I in the wrong? Do they have a right to keep this information.... indefinitely?
Response by poster: I just called the Department of Labor & Economic Growth Public Service Commission Complaint Hotline and they told me this is standard practice and that the businesses are required to store information on their accounts. I said indefinitely? That can't be right! But the woman on the phone said yes. I was absolutely shocked, this whole thing doesn't seem right to me at all. I'm wondering if anyone else has any thoughts?
posted by banished at 7:36 AM on January 13, 2011 [1 favorite]
posted by banished at 7:36 AM on January 13, 2011 [1 favorite]
"Howdy, DTE Energy. I was changing my name last week to Wobbly Happenstance and it turns out someone shared my social security number! They gave me a new one, it's 123-45-6789. Just thought you might want to update all of that in your system. If you have any questions, feel free to give me a ring at my new number, 555-555-5555."
posted by soma lkzx at 7:57 AM on January 13, 2011 [1 favorite]
posted by soma lkzx at 7:57 AM on January 13, 2011 [1 favorite]
Trying to track down every organization that has info stored on you, and get them to delete it, sounds like a giant game of whack-a-mole that you can never win. Trying to get one organization to do it isn't much easier. Even if they delete it from the servers it probably still exists on a back up tape somewhere. Life's too short to get worked up over this sort of stuff. Really, just let it go.
posted by COD at 7:59 AM on January 13, 2011 [6 favorites]
posted by COD at 7:59 AM on January 13, 2011 [6 favorites]
Best answer: From a little bit of searching it seems that there are plenty of laws on the books about public utilities not being able to share your data with third parties, as well as laws requiring them to dispose of personal data in a secure manner (e.g. California). But the glaring loop hole in these seem to be that they were all written from the viewpoint of preventing the utility from selling data to advertisers. If the utility thinks that there is a business need for retaining the data internally, they can hold on to it for as long as they want as long as they don't disclose it to anyone and as long as they dispose of it properly when they do decide to get rid of it. Additionally it seems that there has been a significant amount of concern raised in the last decade or so among the regulatory bodies regarding the privacy implications of the new smart meter systems, as the data there is fine grained enough to identify exactly when you get home from work, or turn on the oven, or use the washing machine, or boil water in an electric kettle, etc. but that the laws haven't quite caught up yet with how to handle those implications.
posted by Rhomboid at 8:11 AM on January 13, 2011
posted by Rhomboid at 8:11 AM on January 13, 2011
Ask the office of the [state] privacy commissioner, if there is one.
posted by astrochimp at 8:25 AM on January 13, 2011
posted by astrochimp at 8:25 AM on January 13, 2011
Response by poster: COD... no I understand that. But my concern is with things like someone fraudulently trying to restart service under my name, or DTE deciding they want to charge me some sort of random fee later down the line. As is there is a random ~$42 fee that they said *should* disappear by tomorrow, but I want the whole thing wiped. I don't like that there is an open web login for a utility company I don't even use. The account could be compromised and is a liability by virtue of existing.
posted by banished at 9:39 AM on January 13, 2011
posted by banished at 9:39 AM on January 13, 2011
Response by poster: soma lkzx, haha I like that idea... Or call them up and ask THEM for the last 4 digits of their soc for MY account records. Seems fair.
posted by banished at 9:40 AM on January 13, 2011
posted by banished at 9:40 AM on January 13, 2011
If you can't erase your account info, maybe you could change enough of it to make it less identifiable.
From DTE's online account FAQ page: How do I update my personal information, like my e-mail address or password?
To change personal information, such as your e-mail address, phone number, password or billing address, sign in to your account. Your personal Account Summary page will be displayed. Click on "My Profile" in the left navigation, then select the appropriate option. To change the name that appears on your DTE Energy bill, please see the "Name Change" link under "My Profile."
You probably won't be able to change the fact that they have your SSN, but on your profile page you could change your name and phone number to something random, so that your real name and contact info aren't associated with the online account.
I agree with others that this is probably something you're worrying too much about, but maybe being able to change a few things on your profile page will give you some peace of mind.
posted by amyms at 9:57 AM on January 13, 2011
From DTE's online account FAQ page: How do I update my personal information, like my e-mail address or password?
To change personal information, such as your e-mail address, phone number, password or billing address, sign in to your account. Your personal Account Summary page will be displayed. Click on "My Profile" in the left navigation, then select the appropriate option. To change the name that appears on your DTE Energy bill, please see the "Name Change" link under "My Profile."
You probably won't be able to change the fact that they have your SSN, but on your profile page you could change your name and phone number to something random, so that your real name and contact info aren't associated with the online account.
I agree with others that this is probably something you're worrying too much about, but maybe being able to change a few things on your profile page will give you some peace of mind.
posted by amyms at 9:57 AM on January 13, 2011
Or call them up and ask THEM for the last 4 digits of their soc for MY account records. Seems fair.
This is about as awesome as "Hi, my name is Bob and I'll be your customer."
posted by rhizome at 10:10 AM on January 13, 2011
This is about as awesome as "Hi, my name is Bob and I'll be your customer."
posted by rhizome at 10:10 AM on January 13, 2011
I work for DTE (I know). I've seen accounts with information in our system going back more than eighty years due to the merger of Edison and MichCon.
One thing to remember: no one in customer service can delete you in the system. Pending orders, yeah. People (SSNs) and businesses (tax IDs) , no.
Interestingly enough, you can open an account without ever giving out your SSN. Grab your DL and passport and show it in person at the office. This is how non-citizens open accounts with us.
If you really want to make sure no one can open up an account in your name, even if they have all your personal information, is to call us up and put a password on your
(closed) account. Even if they know everything, we can't do poop without that password. Hell, make it a passphrase, there's really no limit to the format. (the best one I saw was "my gramma got three teeth")
Just make sure it's something you can always remember, because if you forget it the only way to reset it is to bring two forms of ID down to a customer service office in person. Which is fine if you're in Grand Rapids, but NOT Detroit.
posted by AdamOddo at 9:01 PM on January 14, 2011
One thing to remember: no one in customer service can delete you in the system. Pending orders, yeah. People (SSNs) and businesses (tax IDs) , no.
Interestingly enough, you can open an account without ever giving out your SSN. Grab your DL and passport and show it in person at the office. This is how non-citizens open accounts with us.
If you really want to make sure no one can open up an account in your name, even if they have all your personal information, is to call us up and put a password on your
(closed) account. Even if they know everything, we can't do poop without that password. Hell, make it a passphrase, there's really no limit to the format. (the best one I saw was "my gramma got three teeth")
Just make sure it's something you can always remember, because if you forget it the only way to reset it is to bring two forms of ID down to a customer service office in person. Which is fine if you're in Grand Rapids, but NOT Detroit.
posted by AdamOddo at 9:01 PM on January 14, 2011
This thread is closed to new comments.
But if they're not giving you an explanation, ask for the customer rep's supervisor and keep asking until you get an answer. Someone will know, it probably just isn't the unlucky sucker answering the phones.
posted by corey flood at 7:32 AM on January 13, 2011