Virgin Media O2 hit with £28m fine over contract cancellation failings
UK watchdog issues “largest ever fine” under consumer protection rules after finding that VM O2’s ‘two-tier’ agents system and tactics served to delay or prevent customer switching. Fine comes after operator has invested in significant user experience improvements, following separate pushback over consumer practices…
This article includes:
- Organisations: BT; Institute of Customer Service; Lumi AI; Mavenir; Ofcom; Openreach; Pets at Home; Plusnet; Public Switched Telephone Network; Royal Mail; TelcoTitans; Virgin Media O2.
- Geographies: Europe; Manchester; United Kingdom.
- People: Christian Hindennach; Lutz Schüler; Lyssa McGowan; Natalie Black; Rob Orr.
- Themes: adjusted free cash flow; artificial intelligence; broadband services; call centres; commission schemes; competition law; consumer protection; contract cancellations; customer complaints; customer experience; customer service; data operations; Ethernet services; mobile services; natural language processing; prepaid services; regulatory fines; service provisioning; switching providers; telecare services; telecommunications infrastructure; two-tier agents system; user experience.
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