Thursday, October 18The Voice of London

Vodafone fined: £4.6 m for serious customers complaints

By Abigail Megan Widya

Vodafone’s customer service has caught Ofcom’s attention for its unacceptable customer service.

They charged over given those customers inaccurate bills, mis-selling and poor handling of customer complaints. Customers would find that their phones are not credited accordingly to the amount they have paid for, being one of the main issues. According to Ofcom, affected customers lost £150,000 over a 17-months period.

After both Vodafone and Ofcom refused to comment last night, this morning the two have released their statements to the press.

Lindsey Fussell,  Ofcom consumer group director, said:

“Phone services are a vital part of people’s lives, and we expect all customers to be treated fairly and in good faith. We will not hesitate to investigate and fine those who break the rules.”

A Vodafone spokesman said: “Everyone who works for us is expected to do their utmost to meet our customers’ needs.

It is clear from Ofcom’s findings that we did not do that often enough or well enough on a number of occasions. We offer our profound apologies to anyone affected by these errors.”

In addition to the penalty money, Vodafone has had to repay and re-credited those customers, all 10,422 out of the 10,452 affected with the remaining 30 unable to tracked down. The £4.6 must be paid within 20 days and will be passed to the Treasury. Going with the settlement, the UK’s most complained about mobile phone provider is cost a 7.5% reduction.