Giffgaff fined £1.4m for overcharging mobile customers

guest · Jul 30, 2019

Giffgaff fined £1.4m for overcharging mobile customers
July 30, 2019
https://www.bbc.com/news/business-49162186

Ofcom said Giffgaff, owned by O2's parent Telefonica, overcharged people up to a total of almost £2.9m.

"Getting bills right is a basic duty for every phone company," said Gaucho Rasmussen of Ofcom.
He added: "This fine should serve as a warning to all communications providers: if they get bills wrong, we'll step in to protect customers."

The problem occurred because customers who bought a Giffgaff "goodybag" bundle - comprising voice and text minutes as well as data allowances - using their prepaid credit, were overcharged.
Ofcom said there was a delay in Giffgaff applying the bundle purchase to customers' accounts.
The regulator said the services should have been free immediately from the point the bundle was purchased, and customers had effectively been charged twice.
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