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Oops, we did it again! Another fine handed out due to incompetent Customer Service

Once again, another huge fine has been handed out due to issues within the Contact Centre. EE has been fined £2.7m for overcharging customers.

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

Mobile phone company EE is owned by telecoms giant BT, which acquired the mobile operator last year in a £12.5bn deal.

Ofcom said the mistake saw customers charged £1.20 per minute, instead of 19p per minute. As a result, at least 32,145 customers were overcharged about £245,700 in total.

It added that EE wrongly decided it could not identify the people it overcharged and was proposing to give their money to charity, which would have left them out of pocket.

In another breach, despite making it free to call or text the 150 number from within the EU from 18 November 2015, EE continued to bill 7,674 customers up until 11 January 2016.

Proceeds of the fine will be passed on to the Treasury.

Ofcom said the penalty reflects a 10% reduction in light of EE’s agreement to enter into a formal settlement and its admission of full responsibility for the breaches.

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. Ofcom is requiring EE to make further attempts to trace and refund every customer who was overcharged.

An EE spokesman said: “We accept these findings and apologise unreservedly to those customers affected by these technical billing issues between 2014 and 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.

“Following Ofcom’s findings, we have made a number of additional improvements to our systems and policies to allow us to better support our customers in the rare occasion that billing issues do occur.”

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