Ofcom has stung Vodafone with a £4.6 million fine for a “serious and sustained breaches of consumer protection rules”.
More than 10,000 pay-as-you-go customers lost out when Vodafone systems failed to transfer account credit during ‘top-up’ requests. Customers collectively lost £150,000 over a 17-month period.
The regulator also criticised Vodafone for failing to act quickly enough to address errors caused by switching to a new billing system. A second Ofcom investigation found the company failed to comply with customer complaint rules, as many Vodafone service agents were not briefed on what constituted a complaint.
“This isn’t the first time Ofcom have levied a fine for this type of thing, but it is certainly the largest,” said Matthew Howett, regulatory analyst at research firm Ovum.
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Yorkshire Post: Wrong number: Vodafone hit with £4m fine for failing to top up 10,000 PAYG accounts
Cable: Vodafone fined £4.6m by Ofcom for customer service failings