ao link
0 £0.00
This item was added to your basket
Credit Strategy homepage
Intelligence, Insight and community for responsible professionals in credit

O2 fined £10.5m for overcharging customers 

O2 has been fined £10.5m by Ofcom for “failing to provide customers with accurate bills.”

For eight years, some customers who were leaving O2 were overcharged on their final bills, according to the regulator.


Ofcom opened an investigation into the potential billing errors in 2019, and found that 250,000 customers were billed for incorrect charges, amounting to nearly £41m.


Around 140,000 of these customers actually paid these extra charges, paying a total of £2.4m.


O2 has refunded the customers affected in full, plus an additional four percent. For the customers that O2 was not able to reach, the company committed to making a donation to charity for the equivalent amount of money that those customers were overcharged.


An O2 spokesperson said: “We are disappointed by this technical error and sincerely apologise to customers impacted.

“As Ofcom have stated today, the vast majority of funds reported were not overpaid. Only six percent - £2.4m - relates to money that was overpaid by customers.


“We identified the issue ourselves and notified our industry billing auditor. We have also taken proactive steps to refund all impacted customers.”


Gaucho Rasmussen, Ofcom’s enforcement director, said: “These billing issues continued for a number of years without sufficient action from O2, and thousands of customers were overcharged as a result. This is a serious breach of our rules and this fine is a reminder that we will step in if we see companies failing to protect their customers.”


Regulatory activity in the telecoms and utilities sectors was discussed at the U&T sessions from last year’s Credit Festival, and are now available to view on demand.

Please login to continue reading this article.

Not a member?

Become a member

FREE registration. No credit card required

Register now
  • Stay up-to-date with industry news and appointments
  • Hear about events first
  • Read 1 free Premium article per month

Become a premium member

From as little as £3.48 per week

Become Premium
  • All the perks of a standard member plus:
  • Access to the entire Credit Strategy website
  • 12 months subscription to Credit Strategy Magazine
  • 25% discount to all conferences
  • Exclusive access to Premium Member only roundtables
  • 50% off award entry fees



FCA to streamline its decision-making processes

FCA to streamline its decision-making processes

Language changes needed to support diversity, report finds

Language changes needed to support diversity, report finds

Tesco Bank to close all personal current accounts

Tesco Bank to close all personal current accounts

Upcoming events

Credit Strategy
LinkedIn page

Member of

Did you find our website useful?

Thank you for your input

Thank you for your feedback – an online news and information service for the UK’s commercial and consumer credit industry. is published by Shard Financial Media Limited, registered in England & Wales as 5481132, Axe & Bottle Court, 70 Newcomen St, London, SE1 1YT. All rights reserved. Credit Strategy is committed to diversity in the workplace. @ Copyright Shard Media Group