Feb 12, 2021
O2 fined £10m for overcharging customers
Mobile network O2 has been fined £10.5m by telecoms regulator Ofcom for overcharging its customers. For eight years, some customers who were leaving the network were double-charged some fees on their final bills, Ofcom said. The error affected more than 140,000 pay-monthly subscribers between 2011 and 2019, totalling £2.4m. O2 said it had refunded many of the customers, adding an extra 4% to the sum involved. Despite the refunds, Ofcom decided that O2 had broken important rules around providing customers with accurate bills and that it deserved a fine. "We identified the issue ourselves and notified our industry billing auditor. We have also taken proactive steps to refund all impacted customers for the extra charges they paid."
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