News that mobile phone giant EE has been fined £2.7 million by Ofcom for overcharging tens of thousands of customers means if you are one of this affected you could be due a refund.
Ofcom, the communications regulator found that the company overcharged nearly 40,000 accounts on two separate occasions resulting in customers being overcharged around £250,000.
Over 32,000 EE customers on their travels called the company’s 150 customer services number while within the EU and were charged as if they had called the United States. This meant they were charged at £1.20 per minute and not the usual 19p.
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.’
In another error, even after making it free to call or text the 150 number from within the EU in November 2015, EE continued to bill 7,674 customers up until January 2016.
EE said in a statement: ‘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.
‘For those customers that we could not identify, we donated the remaining excess fees to charitable causes in line with Ofcom’s guidelines.’
While the majority of customers have now been refunded, EE was unable to identify at least 6,905 customers, who have been left around £60,000 out of pocket.
However, Ofcom is requiring EE to make further attempts to trace and refund every customer who was overcharged.