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I requested a list of our archived files from Iron Mountain South Africa a few weeks ago. Despite collecting and charging me for archiving and storage, they had not sent me an updated list for over 4 months. What followed is a travesty:
1) It took over a week to get a response to my request. This is for a listing that should be easily available to download as this is what they base their billing on.
2) After complaining to the South African company, I was sent a list and a password to open the file. It turns out that they sent me all the private information for a different company. I am not sure what type of POPI breach this is, but I received a lot of confidential information, and I am now concerned about the confidentiality of my information that is kept at Iron Mountain.
3) After informing them of their error, the company spent another week trying to pass the blame between their various divisions, and I still did not get my information.
4) I then complained to both our local complaints website HelloPeter and the UK Iron Mountain company, and only then received the requested information.
5) I also received an email from the UK company which said the following:
" Sadly we have had multiple points of failure where due processes were not followed and as such put not only our relationship, but also the business in jeopardy."
6) I was also informed that an investigation had been launched and I will receive feedback. I have not heard anything since.
7) When I examined the list of archived files I had been sent, I discovered that Iron Mountain had not actually archived the individual files in each box as per our agreement and SLA, they had simply kept a record of the number written on the box they had received from me.
8) I am therefore unable to retrieve my required files as they do not have an accurate record of them.
9) I sent an email to both Iron Mountain South Africa and Iron Mountain UK asking that they correct the archiving and have not received a single response to this complaint.
I now have an urgent need for a file which I cannot find on the listing as a result of the above.
Desired outcome: I would like Iron Mountain South Africa to abide by their contract with us and accurately list all files they have received. I need this done very soon as we are unable to retrieve files we need.
I have been contacted by the company and am satisfied with the outcome.
I have been contacted by the company and I am satisfied with the outcome.
