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Ofcom hits Vodafone with £4.6m fine

Staff Writer |
Vodafone has been fined £4.6m by the regulatory for "failing customers", with a Ofcom accusing the telecoms giant of mis-selling, inaccurate billing and poor handling of complaints.

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After carrying out two investigations into the FTSE 100 group's operations, Ofcom said it had uncovered "serious and sustained breaches of consumer protection rules".

Vodafone, which has agreed to take a settlement in return for a 7.5% reduction in the penalty, must pay the fine to Ofcom within 20 working days, which will then be passed on to the Treasury.

The first investigation found that 10,452 pay-as-you-go customers had paid to top-up the credit on their phone but Vodafone had failed to credit their accounts, with the total £150,000 shortfall over 17 months not properly dealt with until Ofcom intervened.

The second investigation found Vodafone's customer service staff were unsure what actually constituted a complaint and that the process for escalating and dealing with complaints was insufficient.

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