O2 billing probs sorted, says mobilephoneco
O2 maintains that it has resolved a billing issue that is currently being examined by Ofcom after OpenAir - a former O2 reseller - had sent a 67-page report to the regulator detailing allegations that the mobile operator overcharged some of its punters.
In one example, it was alleged that O2 billed a business customer £28,000 a month for running 125 O2 phones when the punter should have been billed less than £1,000, said OpenAir.
Responding to the allegations O2 said: "We can confirm that OpenAir has passed a report to Ofcom on the wholesale billing issue, which O2 has fixed, and we are in open discussions with Ofcom about the historical billing issue. Ofcom has drawn no conclusions and taken no actions as yet."
Separately, O2 has admitted that some of its punters were hit by a billing problem over the summer. As a result they were not charged for any calls that weren't included in their tariff bundle agreements. The glitch - which hit fewer that one per cent of its punters - was caused after O2 migrated punters from a series of inherited old billing systems to a single new system.
O2 now intends to bill the punters in November but has offered them a discount.
Said the company in a statement: "During the recent migration of customers from one old billing system to this new system, a small percentage of customers (less than 1 per cent) were affected by a technical problem in which they were not billed for calls made outside their inclusive monthly bundle.
"This problem has been resolved, all affected customers have been notified and, as a goodwill gesture, given a 25 per cent discount on their next bill - which includes these calls, roaming calls (e.g. calls while abroad) and their normal monthly charges."
"While we can't guarantee that there will never be a billing error, we do guarantee that any billing issues are dealt with swiftly, proactively, and in the customer's best interests, offering credit and/or compensation where appropriate."
The discounts will cost O2 around £2m, the company said. ®
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