You are here: Home - Household Bills - News -

EE fined £2.7m for overcharging tens of thousands of customers

0
Written by:
18/01/2017
Mobile phone provider EE has been fined £2.7m by Ofcom for overcharging almost 40,000 customers.

The telecoms regulator found the company had broken fundamental billing rules.

Users who called the company’s ‘150’ customer services number while roaming within the EU were incorrectly charged as if they had called the US.

This meant customers were charged £1.20 per minute, instead of 19p per minute. As a result, at least 32,145 customers were overcharged around £245,700 in total.

Ofcom said EE did not reimburse the majority of affected customers until the regulator intervened.

Lindsey Fussell, Ofcom’s consumer group director, said: “EE didn’t take enough care to ensure that its customers were billed accurately. This ended up costing customers thousands of pounds, which is completely unacceptable.

“We monitor how phone companies bill their customers, and will not tolerate careless mistakes. Any company that breaks Ofcom’s rules should expect similar consequences.”

The fine will go the Treasury.

Most customers have been refunded but EE was unable to identify at least 6,905 customers, who were more than £60,000 out of pocket in total.

EE has made a donation of just under £62,000 to charity in lieu of the payments owed to these customers.

An EE spokesperson said: “We accept these findings and apologise unreservedly to those customers affected by these technical billing issues between 2014 & 2015. We have put measures in place to prevent this from happening again, and have contacted the majority of customers to apologise and provide a full refund.”

There are 0 Comment(s)

If you wish to comment without signing in, click your cursor in the top box and tick the 'Sign in as a guest' box at the bottom.

Are you a first-time buyer looking for a mortgage?

Look no further, get the help you need by searching for your perfect mortgage

Which ISA is right for you? A round up of the six products available in 2017

From cash to innovative finance to lifetime, here's our guide to the ISA products available to savers this yea...

Guide to buy-to-let tax changes

In late 2015, former Chancellor George Osborne announced a range of  tax measures aimed at landlords, which t...

A guide to switching energy provider

All you need to know about switching from one energy supplier to another.

What will happen if rates change

How your finances will be impacted by a rise in interest rates.

Regular Savings Calculator

Small regular contributions can build up nicely over time.

Online Savings Calculator

Work out how your online savings can build over time.

Five fund tips for a 0.25% interest rate environment

With interest rates stuck at a record low 0.25% and expectations rates could fall to close to zero, here are ...

Protecting family wealth: 10 tips for cutting inheritance tax

Inheritance tax - sometimes known as 'death tax' - can cause even more heartache for bereaved families. But th...

Travel insurance: Five tips to ensure a successful claim

Ahead of your summer holiday, it’s important to make sure you have the right level of travel cover or you co...

Investing your money

Alliance Trust Plc gives you smart insight into how to invest your money

Money Tips of the Week

Read previous post:
2249464-house-percentage
Guide to interest-only mortgages vs repayment mortgages

Before you go looking for a mortgage or remortgage deal, you need to decide how you are going to pay...

Close