Unauthorized credit checks hit tourism operator's rating

Eastlink staff need better training, says a tourism operator on P.E.I.'s North Shore, after the company performed a credit check on him two years in a row without informing him first.

Steve Arnold told CBC News the checks hurt his credit rating.

Eastlink performed the credit checks when Arnold called the company for seasonal internet service. Credit checks are standard practice, but the company is supposed to inform the customer first.

"It's a big company. It's got lots of customers. What are the chances this is just happening to me? Am I unlucky the last couple of years? I don't think so. I think this is happening a lot. I think it's something people are not aware that's happening." said Arnold.

"I'm just disappointed in Eastlink. They said that they would have this fixed. When are they going to actually honour what they say they're doing?" he added.

Already a customer

Arnold said he doesn't believe the company is not informing customers about credit checks on purpose, but that its staff needs better training.

Arnold said he is an existing customer, and he doesn't understand why a credit check is even necessary.

In a statement to CBC News, Eastlink acknowledged Arnold should have been informed about the credit check.

"Although we do have strict training in place and work hard to implement this practice to the highest standard we, unfortunately, and in error, did not follow that practice with Mr. Arnold," the statement read.

"We are reaching out to him to apologize and to confirm that this will be removed from his credit file."

Eastlink added that the problem isn't widespread.

"We have confidence in our training program. In the case of Mr. Arnold, this was a highly unfortunate error by a brand new customer care agent with whom we have circled back to ensure they strictly follow the training process we have in place on credit checks," the company said.

• MORE P.E.I. NEWS |Managing numbers and anxiety: Charlottetown school prepares for transition
• MORE P.E.I. NEWS |P.E.I. gymnast brings home three medals from nationals