Ofcom hits Vodafone with £4.6m fine
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. ■