£4.6m Fine Hits Vodafone Over Customer Complaints

The communications giant was hit with a monumental fine last week after Ofcom said the firm’s customer service processes were “insufficient”. 

Ofcom has fined Vodafone £4.6m over a series of failures in its UK business, including its handling of customer complaints. One probe concluded that Vodafone’s customer service representatives “were not given sufficiently clear guidance on what constituted a complaint.”

Another investigation found that 10,452 pay-as-you-go customers did not have their Vodafone accounts credited after they paid to top-up their mobile phone credit. Vodafone said it has fully refunded or reaccredited more that 10,422 customers on average of £14.35 each.

The telecoms industry regulator says the affected customers collectively lost £150,000 over a 17-month period. Ofcom consumer group director Lindsey Fussell said the failings were “serious and unacceptable”. She added, “Phone services are a vital part of people’s lives, and we expect all customers to be treated fairly and in good faith.” 


Vodafone blamed the pay-as-you-go credit failure on a “complex IT migration” that involved moving more that 28.5 million customer accounts to a new system starting in 2013.

In a statement, it added: “This has been an unhappy episode for all of us at Vodafone, we know we let our customers down. We are determined to put everything right.”

Source: ( Sky News, 2016, http://news.sky.com/story/vodafone-fined-16346m-over-customer-complaints-10632689)

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