Mobile firm EE fined £2.7m for overcharging customers – and you will get a refund
Mobile operator EE has been fined millions by the telecoms regulator, Ofcom, for overcharging thousands of their customers.
The UK’s biggest mobile network broke a billing rule twice, the watchdog found. EE have been find £2.7 million which will go to the treasury.
Users who called the 150 customer services number while roaming within the EU were wrongly charged with calls to the US.
Rather than being charged 19p a minute, customers were charged £1.20. As a result of this, more than 32,145 customers were overcharged a total of £245,000.
Calls or texts made to the 150 number from within the EU became free from November, 18 2015 and despite this, EE continuted to bill more than 7,600 customers until January 11, 2016. They were overcharged £2,203.
Ofcom’s consumer group director, Lindsey Fussell, told the BBC: “We all rely on big companies to get the most basic things right and that includes charging the bills right.
“We uncovered a catalogue of errors.”
EE has said it accepted the findings and apologised to the affected customers.
Most customers have now been refunded, however EE could not identify at least 6,900 who were more than £60,000 out of pocket. EE donated around £62,000 to charity in lieu of this sum.
Ofcom has ordered the company to make more attempts to trace and refund every overcharged customer.
Current and former customers who believe they may have been overcharged can contact
EE on 0800 956 6000.