Ofcom investigat O2 billing accuracy

[pgn]

Interesting failure of O2's billing systems to correctly bill and access direct-debit for a cancellation executed over a weekend has been flagged for investigation by Ofcom:

https://www.ispreview.co.uk/index.php/2019/07/ofcom-probe-extraordinary-billing-accuracy-failure-at-...

[Cleoriff]

More than interesting @pgn , I would say outrageous!!

The notification also suggests that from at least 1 January 2012 – 7 March 2019, O2 took duplicate final direct debit payments from customers who terminated their contracts on a Saturday or Sunday and had an outstanding periodic bill to pay.

That's 7 years! I wonder how much 'additional' money went into O2 coffers?

[PhoneChanger]

Indeed, this is quite concerning

[Glory1]

I would say quite a lot of additional money @Cleoriff. Quite disgusting really. Antiquated systems alone are not to blame. O2 had to know this was going on and did nothing to correct this. Shameful.

[jonsie]

Easy money. Companies should get hit with mammoth fines to discourage a flagrant breach of the regulations.

[MI5]

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@jonsie wrote:

Easy money. Companies should get hit with mammoth fines to discourage a flagrant breach of the regulations.

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Which I wholeheartedly agree with, but, who ultimately pays these fines.......?

[pgn]

Not to mention people whose names were handed over to Credit Reference/Defaults agencies by O2 as a result of the extra claim for payment failing after the contract owner has terminated, rightly so, the direct debit mandate... 🙄

It's not easy to clear such Default notices.

As for the Fines, well - O2 is in the business of making money, so inevitably the Customer will lose out. Oh the humanity... 

[welshsteve76]

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@MI5 wrote:

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@jonsie wrote:

Easy money. Companies should get hit with mammoth fines to discourage a flagrant breach of the regulations.

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Which I wholeheartedly agree with, but, who ultimately pays these fines.......?

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All of us @MI5 , when the company fined puts its costs up to offset against their fines.

This is outrageous.  In this day and age it absolutely staggers me that this kind of thing can happen.  I work with data and databases every day, and a half decently written database system would prevent this from ever happening, it really isn't difficult. 

[davethorp]

This happened to me once about 5 years ago. My final bill included some early termination fees so it was a sizeable sum that was taken twice although the 2nd attempt failed as I didn't transfer money from savings to cover it as I thought it was better to deal with the fallout of the direct debit bouncing rather than allowing it to clear and then wait forever for O2 to give me my money back

If I remember right I ended up complaining to the CEO of O2 and had contact with the executive office who admitted their error and also ended up having to complain to my bank as they ignored a request to refund charges following O2's admission it was an error and therefore covered by the direct debit guarantee

Can't remember fully but think I ended up with goodwill payments from both O2 and my bank in the end

[welshsteve76]

Plenty of examples of the consumer being treated with contempt by companies.  It is unfortunately the way of the world these days. Companies push the limits and try and get away with as much as they possibly can.... until they are caught.  Then they just put it down to "technical glitches"!!!