Nov 16, 2018

EE and Virgin Media fined £13.3m for overcharging customers

EE and Virgin Media have been fined a total of £13.3m by the telecoms regulator for overcharging customers who wanted to leave broadband and phone contracts early. The regulator said around 400,000 EE customers who ended their contracts early were over-billed, and customers ended up over-paying up to £4.3m. Almost 82,000 Virgin Media customers were overcharged by just under £2.8m. "EE and Virgin Media broke our rules by overcharging people who ended their contracts early. Those people were left out pocket and the charges amounted to millions of pounds," said Gaucho Rasmussen, director of investigations and enforcement at Ofcom. EE was fined £6.3m after Ofcom found that over a six-year period the firm did not set out the charges its mobile customer would have to pay if they left their contracts early. The fine for Virgin Media was £7m, Ofcom said, with an additional £25,000 for providing incomplete information to the regulator. Ofcom found that Virgin Media had levied early-exit charges that were higher than customers had agreed to when signing up to their residential contracts.

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