Message sent to James Dolan, CEO Cablevision.

from:		Ken
to:		JDOLAN@cablevision.com
date:		Sun, Jun 28, 2015 at 8:52 AM
subject:		Tech Thoughts - New York State Public Service Commission complaint against Cablevision for collecting Social Security numbers.

http://techthoughtsmatinale.blogspot.com/

​There are two things that federal and state legislatures need to do:

1. Prohibit private companies, especially those providing utility and pseudo-utility services, from demanding that a customer provide them with his/her Social Security number.

2. Ban the recording of conversations unless a copy and/or transcript is made available to the consumer.​

___________________________

Cablevision called but insisted on recording our conversation. I declined.

A couple of days ago a guy (Mathew, I think) from Cablevision called to discuss what's described in my previous post:

THURSDAY, JUNE 18, 2015
New York State Public Service Commission complaint against Cablevision for collecting Social Security numbers.

Complaints have also been filed with the FCC, Social Security Administartion and a message sent to the New York State Attorney General.  Messages sent to both U.S. Senators and member of the House of Representatives.  Oh, and Executive Director White Plains Cable TV.
_____________________________

I think Cablevision guy was referring to my complaint with the New York State Public Service Commission. No sooner had he announced the reason for his call he informed me that the call was being recorded for quality purposes. Note:
1. Cablevision guy informed but did not ask permission.  I know because I asked him about that later.
2. Cablevision guy did not say what is usually said by any company when the make a similar statement: that it might be recorded.  Cablevision guy stated flatly that it was being recorded.

I asked if I can have a copy of the recording.  No.  I asked for a transcript.  No.  We then engaged in some back and forth, during which Cablevision guy stated that my request for a copy was being denied because the recording was proprietary.  Stuff like that reinforces the distinct impression that they're just making it up as they go along.

I pointed out that I was on the call, so what could be proprietary but Cablevision guy was firm on this.  The call didn't last too long but since I don't have a copy of the recording I can only provide my best recollection.

There are two things that federal and state legislatures need to do:
1. Prohibit private companies, especially those providing utility and pseudo-utility services, from demanding that a customer provide them with his/her Social Security number.
2. Ban the recording of conversations unless a copy and/or transcript is made available to the consumer.

Here is part of a reply I received from the Social Security Administration:

from:SSA.Comments@ssa.gov
to:ken
date:Sat, Jun 20, 2015 at 11:18 AM

The Social Security number (SSN) was originally devised to keep an accurate record of each individual’s earnings and, subsequently, to monitor benefits paid under the Social Security program.  However, use of the SSN as a general identifier has grown to the point where it is the most commonly used and convenient identifier for all types of record keeping systems in the United States...

If a business or other enterprise asks you for your SSN, you can refuse to give it.  However, that may mean doing without the purchase or service for which your number was requested.  For example, utility companies and other services ask for a Social Security number, but do not need it; they can do a credit check or identify the person in their records by alternative means. 
 
Giving your number is voluntary, even when you are asked for the number directly.  If requested, you should ask why your number is needed, how your number will be used, what law requires you to give your number, and what the consequences are if you refuse.  The answers to these questions can help you decide if you want to give your Social Security number.  The decision is yours.
___________________________________

Unfortunately, when a company with monopoly or duopoly power in an industry asks it is really a demand.

I call upon my elected representatives to pass legislation to fix this.

New York State Public Service Commission complaint against Cablevision for collecting Social Security numbers.

Complaints have also been filed with the FCC, Social Security Administartion and a message sent to the New York State Attorney General.  Messages sent to both U.S. Senators and member of the House of Representatives.  Oh, and Executive Director White Plains Cable TV.

New York State Public Service Commission Office of Consumer Services Three Empire State Plaza Albany, NY 12223-1350 Voice: 518-473-0229

You Have Submitted The Following!

You are: Mr. Kenneth Matinale
If you are complaining for a business, the business name is: 
Your address is:
The utility you are complaining about: Cablevision of Westchester
You have also provided your account number: none
You have given your phone number as: 914.
You have provided a daytime reach phone number of: 914.
You provided us with your email address: KEN

The problem you are experiencing is ..
Communicated by phone and e-mail with Thomas Hagzan, Corporate Executive Customer Relations Cablevision: cecrdesk@cablevision.com 631-846-5317

The resolution(s) you are seeking ..
Private companies, including Cablevision and Verizon, should be forbidden from collecting personal information, especially Social Security number. The data that Cablevision states it has a right to collect includes: "date of birth, Social Security number, driver's license number, credit card number and expiration date, bank account number" (from Cablevison's privacy agreement with White Plains).  Note: Cablevison's franchise  agreement with White Plains has expired.

This can be used for identity theft.

The resolution they offered you ..
None. I could subscribe at a much higher rate than that offered to other new subscribers, which is obviously intended to coerce the Social Security number, which they want for debt collection by overbearing collection agencies. 

Cablevision collects VERY personal data and it's OK with the local government.

From "Cablevision's annual privacy statement" with White Plains, NY supplied by the Executive Director White Plains Cable TV:

Subscriber Information may include information which you

provide to us such as your name, service address, billing 

address, work address, email address, home telephone number, 

work telephone number, mobile phone number, date of birth, 

social security number, driver's license number, credit card 

number and expiration date, bank account number, and other 

financial information.

"This call may be recorded for quality purposes." Who will give you a copy?

As mentioned in a previous post about my travails with Cablevision, they would NOT provide me with a copy or a transcript.

I just got a sales call for solar panels and I asked if I could have a copy of the recording.  The sales person put the supervisor on and the supervisor said: "Why not?".

Indeed.

When you hear that warning, ask for a copy.  If they say no, end the call.

Cablevision denies service without Social Security number.

Are private companies collecting the Social Security numbers of individuals along with other personal information that could easily lead to identity theft?

Message sent to:
- Corporate Executive Customer Relations Cablevision
- Executive Director of White Plains Cable TV

from:		Ken
to:		Thomas Hagzan , "James D. Kenny"
date:		Wed, Jun 17, 2015 at 10:08 AM
subject:		Service denied without Social Security number.

Just got a call from a Cablevision sales person who stated that it's needed for a soft credit check and for me to qualify for a new customer promotion of lower charges.
_____________________________

I had spoken to Cablevision executive Thomas Hagzan the day before and he said that I would be contacted by a person from Cablevision's sales team.  That person was polite but firm that I must provide my Social Security number.  I declined again.  At the end of the call I was thanked for choosing Cablevision.  I do not recall hearing the perfunctory "this call may be recorded for quality purposes".

Ironically, when I tried to switch to Cablevision in January I had foolishly provided my Social Security number but Cablevision did not realize that when I tried again in June and I had forgotten.  The reason I did not actually get Cablevision service in January was that the installer had my address as being in Ossining, not White Plains.  I have never lived in Ossining.  When I mentioned this to Thomas Hagzan two days ago he was able to view my Social Security number on his internal Cablevision computer screen.  I asked him to delete it and he did on the screen.  Whether that deleted it from Cablevision databases is unknown.

I emphasized to him that it was bad enough to enter one's Social Security number on a computer screen but that I am blocked from applying for Cablevision service on its website, maybe because of the Cablevision screw up in January.  Telling a Cablevision sales person my Social Security number on the phone is that much worse.  Now for sure that individual knows it along with all the personal information that Cablevision requires, including means of payment.  And how long had that person worked at Cablevision and how much longer would the employment last?

This week I also received a call from the someone in the office of Nita Lowey, my representative in the House of Representatives; that person contacted Cablevision on my behalf trying to provide constituent service and help me get service from Cablevision.

The point here is simple.  Are private companies collecting the Social Security numbers of individuals along with other personal information that could easily lead to identity theft?  This seems especially serious if communications companies like Cablevision are doing this since they provide vital communications that should be treated as a fundamental utility.

The previous posts on this blog also deal with this subject and should be read for additional context.

To regulators, legislators and law enforcement people: what are your positions on this?

Cablevision: three different reasons for wanting your Social Security number ... so far.

Chronologically:

1. Security

2. Debt collection (my personal favorite)

3. "new promotional discount"

Like many companies Cablevision informs you that your phone conversation to them may be recorded for quality purposes.  I called the executive office this afternoon.  When the person answering made the perfunctory statement about the conversation being recorded I asked if I could have a copy.  No.  Can I have a transcript?  No.

Does anyone know what happens to these recordings?  How long are they kept?

Cablevision does not seem to understand why it should not collect Social Security numbers.

Read the two previous posts.  I just received this message and replied:

rom:		Cecrdesk <CECRDESK@cablevision.com>
to:		"ken"
date:		Mon, Jun 15, 2015 at 3:56 PM
subject:		RE: Optimum complaint

Good afternoon Mr. Matinale,
We would like to inform you that we are in receipt of your recent e-mail, which was forwarded to us from the Executive Director of White Plains Cable TV. From the information provided, I am unsure if you wish to proceed with creating an account with us here at Optimum. I have partnered with our Executive Sales staff to investigate the policies and procedures for creating a new account and any misinformation or unprofessional behavior will be handled internally.  If you would like to provide me with your contact telephone number, I would be happy to speak with you by phone.
Please be assured that resolving this situation to your satisfaction is my highest priority. Should you need to reach me while I work on your behalf, please don’t hesitate to contact me at CECRDesk@Cablevision.com or (631) 846-5317 between 8:30 AM – 6:00 PM, seven days a week.
Respectfully,

Thomas Hagzan
Corporate Executive Customer Relations
Cablevision

Reply:

Thanks for reaching out.  I'll call you.  However, the reason I contacted the White Plains municipal body as well as my Congressional representatives was not merely to get service but to raise awareness of a larger issue: private entities collecting individual Social Security numbers.

This is about the right to information and the ability to communicate, especially when service could or would be denied if a customer (citizen) refuses to supply the Social Security number as I did with Cablevision, a service provider.

To make this even do I get your Social Security number or that of James Dolan?

Cablevision wants Social Security numbers so that it can collect what it views as unpaid bills.

Online chat:

Arthur K.: Having your previous address helps us to identify that as well.
Kenneth Matinale: Why would Cablevision need my Social Security number?
Arthur K.: We use it strictly for identification purposes.
Arthur K.: We do NOT run credit checks.
Kenneth Matinale: None of my other accounts asks for Social Security number. I log in using ID and password.
Arthur K.: Once your service is set up, we would also suggest that you create an Optimum ID and password.REE/
Arthur K.: Plus, we are not asking for your Social Security number.
Arthur K.: We are only asking for your contact phone number and your previous address.
Kenneth Matinale: Again, why did Cablevision need my when I called two days ago?

Arthur K.: Kenneth, I'm sorry but I do not understand your last question.
Kenneth Matinale: My Social Security number was absolutely required by the Cablevision order taker I spoke to a couple of days ago when I tried to switch from Verizon. When I refused, I was denied service.
Arthur K.: Kenneth, I cannot speak to your earlier experience, but I do apologize for any inconvenience or unpleasant experience.
Arthur K.: Sometimes we do need a Social Security number when the phone number and previous address do not specifically identify the potential customer.
Arthur K.: In this instance, I'm fairly confident that we will be able to proceed with just your phone number and previous address.
Kenneth Matinale: The other person was polite but insisted that Social Security number was required for security reasons.

Kenneth Matinale: I concluded that Cablevision wants Social Security numbers so that it can collect what it views as unpaid bills. It certainly could not be for security.

Arthur K.: Kenneth, part of trying to identify new customers is, in fact, an attempt to identify past customers who have unpaid previous balances.
Arthur K.: We do try to collect past due balances for service we have provided.

Why does Cablevision want your Social Security number?

I'm getting killed with the cost of my Verizon FIOS service, partly because of all the "tax".  So I just tried to switch to Cablevision's Optimum service.

I started the order process on the Optimum website but that would not go through and I had to call.  We didn't get very far.  The order taker wanted my Social Security number.  The explanation was security, that someone might contact Cablevision pretending to be me and try to cancel my service.  I said there were other ways to provide that type of security and refused to provide my Social Security number.  I also asked if it was for Cablevision to do a credit check but that was denied.

I figured Cablevision would fold and place my order anyway but that did not happen.  I was told to call back if I changed my mind.  I said likewise and hung up.

Cablevision actually lost a new customer over this.  Why would it be so important?  Certainly not to provide security to either the company or to me.  Probably to chase people to collect unpaid money Cablevision thinks it is owed.