Vodafone Fined £4.6m for Being Rubbish at Talking on the Telephone

By Gary Cutlack on at

UK telecoms regulator Ofcom has hit Vodafone with a massive fine of £4.6m for having abysmal levels of customer service and also charging customers for items they never received, leaving the network shamefully offering its apologies to the nation.

Oh, and the ruling from Ofcom says the network is guilty of mis-selling products too, with over 10,000 customers losing out on around £150,000 worth of calling credit when purchases failed to appear on accounts. To make matters worse, Vodafone was also found guilty of not handling complaints properly, mainly because its call centre operatives weren't adequately trained to realise when something's going a bit wrong and should be elevated to Very Serious Indeed levels.

Ofcom's consumer boss Lindsey Fussell said: "Vodafone’s failings were serious and unacceptable, and these fines send a clear warning to all telecoms companies. Phone services are a vital part of people’s lives, and we expect all customers to be treated fairly and in good faith. We will not hesitate to investigate and fine those who break the rules."

Vodafone has blamed a "complex IT migration" for compounding its errors. [Ofcom]


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