Director, Svc. Ops
Registered: Jun 2000
Location: Alviso, CA, USA
quote: As is legally required by the terms of our relationship with our bank and our credit card processor, we maintain the credit card in our business system associated with your orders for the period of time required to service your account. There is no option to erase your credit card from the order while your order is not canceled (although you can replace it with a different credit card if you like -- you can do so yourself using Manage My Account). As far as I am aware, you are the very first person to request that this information be removed.
Originally posted by Crrink
TiVoOpsMgr, I have 2 TiVo's that I bought lifetime on. What is the easiest way to determine if TiVo has my CC# on file? Who do I have to call to get you guys to erase it - sorry, but I don't trust you guys with it, and you don't need it anymore.
This data storage policy is as true for TiVo and TiVo's business system as is it for any company with an enterprise financial system that manages a billed service. Similarly, your bank, the credit card company, and the credit card processing agency all maintain a record of your credit card being associated with your service orders -- and they will do so for effectively forever, and keep numerous backups that I doubt could all be tracked down and changed. You cannot erase your credit card info from their records of this order either. (This too is the practice doubtless employed by your phone company, your cell phone company, your ISP, AOL, DIRECTV, and any other service provider from whom you have ordered a service using a credit card.)
I have no doubt that the restaurant you ordered Chinese food from ten years ago still has your credit card information on file. It is a standard business practice to keep it, and practically impossible to erase it. If ever audit issues arise, records are simply required. And furthermore, of course, it is the job of your bank and your service providers, including TiVo, to protect this information. This is a job that we at TiVo take EXTREMELY seriously.
Without going into the details of our security practices, I can say that in the five and a half years that we have been taking orders, we have had zero security breaches of credit card information. Like any service provider, we guard your order information with the best security possible. The information is stored in a single system, and the credit card information cannot be retreived from our system via any system that is on the internet at large.
Please feel free to contact me privately if you want to discuss this issue further.
E. Stephen Mack, Director of Service Operations at TiVo (firstname.lastname@example.org)
NOTE: I prefer e-mail to Private Messages. Due to the volume of e-mail I receive, please try to go through normal channels or post your question on the forum BEFORE contacting me directly, if possible. Thanks!
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