Wednesday, 19 September 2018

Vodafone fined £4.6m for poor customer service

By Nick Wood, Total Telecom
Wednesday 26 October 16

Telco apologises after Ofcom investigations reveal mis-selling, inaccurate billing, insufficient complaints handling procedures.

Ofcom on Wednesday fined Vodafone UK £4.6 million (€5.1 million) for problems experienced by prepaid customers that were caused by Vodafone's bungled migration to a new billing system. The telco regulator carried out two investigations. The first found that Vodafone failed to credit the accounts of more than 10,000 prepaid customers, causing said customers to collectively lose £150,000 over a 17-month period. Vodafone also failed to act quickly enough to identify and solve the problem, Ofcom said. Whether by coincidence or otherwise…

Ofcom on Wednesday fined Vodafone UK £4.6 million (€5.1 million) for problems experienced by prepaid customers that were caused by Vodafone's bungled migration to a new billing system. The telco regulator carried out two investigations. The first found that Vodafone failed to credit the accounts of more than 10,000 prepaid customers, causing said customers to collectively lose £150,000 over a 17-month period. Vodafone also failed to act quickly enough to identify and solve the problem, Ofcom said. Whether by coincidence or otherwise…

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