Make a written application to the Data Protection Team who will verify you as the registered mail user take your instructions to delete your data as is your right under the GDPR 'right to be forgotten'
Information and address is in the help page Access information we hold on you
Deletion is a good choice to protect your reputation and security. Do let us know how you get on as it's good to get feedback.
I can't reset my password - as the alternatives that showed up for me were my husband's email address (which has also been hacked) as well as a totally random email address which we don't recognise. Is there any other solution please?
Hi Sandra Curry
The two options are:
If you really wish to protect your own security and do not need the mailboxes then getting the mailboxes deleted asap is a wise decision.
But if you wish to await TalkTalk team support here I'll guide you on the steps.
Thanks for your update. Before I read your last message, we posted a letter to DPO asking Talk Talk to delete our accounts as we no longer require them. Both my husband and I signed the same letter - will that be ok? Or shall we redo one each?
We went for the delete option as currently it is impossible to get hold of help from Talk Talk.
Please can you advise whether we should send off some more letters?
Perfectly ok. If the Data Protection team need more verification they'll ask you.
Essentially, if you've followed the advice on verification of your identities and they can verify that against the registered user name(s) for the email addresses it'll not be a problem.
They'll let you know when the mailboxes are deleted. In normal times that job is done and dusted within a week of receiving your letter.
Let us know so we can keep track of progress.
What do you mean about the verification process please?
Our letter said:
"As our email addresses have been hacked and we are unable to change our passwords, we are writing to you to erase our personal data, as is our right under The General Data Protection Regulation.
The email addresses in question are:
...... & .....
Please confirm our email accounts have been closed".
Our home address is at the top of the letter and both my husband and I have signed the letter.
Do you think this is sufficient please?
Hi Sandra Curry
The guidance help page Access information we hold on you gives details of the necessary documents needed to verify both of your identities.
In addition, to verify the registered user of an email address we'd normally suggest providing in addition to the above personal data the address and landline phone number for the address used when the email address was first issued.
Basically, sufficient information to verify against the details that TalkTalk hold for those email addresses. Normally 5 items of personal data are sufficient.
I don't think they'll accept that there is sufficient data for them to be sure. They have to be sure because deletion is not reversible.
Thanks again, what 5 pieces of information do you recommend we supply to Talk Talk, as i am struggling to work out what is needed after looking on the link that you sent me.
I can supply home address and landline number when the original contract was taken out, together with out names and email addresses. What else do you think we would need please?
Hi Sandra Curry
When I last looked at the help page there was a list of acceptable documents for verification purposes. But I can now see why you're asking because I cannot see that list in the new version of the help page.
It now just says "Remember to include enough information for us to identify your account and ensure we can verify you are authorised to access this information."
So, what's normal is to provide:
That would be sufficient in my opinion. NB Only send copies of documents as they're not retained or returned just used as part of the initial verification.
That's great thanks for your help. We shall crack on and sort it now.