Controversies
Controversies tied to this brand in public sources. A listing is not a finding of fault.
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2021
Ofcom fines O2 £10.5 million over inaccurate bills
Fine or penalty
Ofcom fined O2 £10.5 million for failing to provide accurate bills. Ofcom said billing errors affecting customers leaving the provider led to more than 250,000 customers being billed incorrectly between at least 2011 and 2019, with some charges billed twice. O2 said it had refunded affected customers, changed its billing processes, and apologized.
Company response
Refund or compensation — O2
O2 has refunded the customers affected in full, plus an additional 4%
Remediation — O2
The company has also changed its billing processes to prevent the issue arising again, Ofcom said.
Apology — O2
we are disappointed by this technical error and sincerely apologise to customers impacted.
Refund or compensation — O2
O2 has already refunded the customers affected in full for the charges incorrectly levied, plus an additional 4% by way of compensation.
Source excerpt
Ofcom has fined O2 £10.5 for billing errors it made which lead to the overcharging of mobile customers who left the network.
Between at least 2011 and 2019, an error in the way O2’s systems calculated the final bills for pay-monthly mobile customers meant people were billed for some charges twice.
Mobile provider O2 has been fined £10.5 million by Ofcom for failing to provide customers with accurate bills.