ukclique > telecom.* > telecom.mobile

Java Jive (30.07.2019, 14:51)
"""Giffgaff fined £1.4m for overcharging mobile customers

4 hours ago

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Mobile phone group Giffgaff has been fined £1.4m by regulator Ofcom for
"unacceptable" billing mistakes that saw 2.6 million customers
overcharged."""

Java Jive (30.07.2019, 15:09)
On 30/07/2019 13:51, Java Jive wrote:
> """Giffgaff fined £1.4m for overcharging mobile customers


Sorry, meant to edit out the junk here
[..]
C (30.07.2019, 17:05)
On Tuesday, 30 July 2019 14:09:41 UTC+1, Java Jive wrote:
> On 30/07/2019 13:51, Java Jive wrote:
> > """Giffgaff fined £1.4m for overcharging mobile customers
> > Mobile phone group Giffgaff has been fined £1.4m by regulator Ofcom for
> > "unacceptable" billing mistakes that saw 2.6 million customers
> > overcharged."""
> >


Ofcom fines Giffgaff £1.4 million for 'unacceptable' billing mistakes after it overcharged 2.6 million customers for eight years

* Giffgaff overcharged customers up to total of almost £2.9m over nearly 8 years
* Customers who bought pre-pay bundles of minutes, texts and data were hit
* Delays applying goodybag bundles to accounts meant people charged twice

Ofcom said Giffgaff – which is owned by O2 parent Telefonica – overcharged customers up to a total of almost £2.9 million over nearly eight years.

It found that Giffgaff had been overcharging customers who bought its pre-pay bundles of voice minutes, text messages and data – called 'goodybags' – between May 2011 and February this year.

Delays in applying goodybag bundles to accounts meant that voice calls and data were wrongly initially taken from pre-paid credit, meaning customers were charged twice.

Giffgaff has already refunded around £2.1 million to affected customers, but in cases where it has been unable to trace customers due a refund, it has donated the money to charity.

Ofcom said the fine – which will be paid to the Treasury – was reduced by 30% after Giffgaff agreed to settle and had reported the mistakes to the regulator.

But Giffgaff was hit with an extra £50,000 penalty for failing to provide accurate information to two requests by Ofcom during its probe.

Gaucho Rasmussen, director of investigations and enforcement at Ofcom, said: 'Getting bills right is a basic duty for every phone company.

'But Giffgaff made unacceptable mistakes, leaving millions of customers outof pocket.

'This fine should serve as a warning to all communications providers: if they get bills wrong, we'll step in to protect customers.'

CJB
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