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Surge of complaints for Vodafone pay monthly

By Holly Williams

Published 31/03/2016

Vodafone cited a change in billing
Vodafone cited a change in billing

Telecoms giant Vodafone has become the most complained-about pay-monthly mobile provider after issues with a new billing system.

Regulator Ofcom said that complaints made to Vodafone increased to 32 per 100,000 customers in the final three months of 2015, up from 20 during the previous quarter.

This made it the only provider to have more complaints than the industry average of 10 per 100,000 customers.

It comes after Vodafone moved customers over to a new billing system at the end of last year.

Ofcom said complaints received about the firm related to billing, pricing and charges, as well as complaints handling and fault, service or provision issues.

Overall, Ofcom said total complaints across telecoms and pay TV fell in the three months to the end of December 2015. The pay-monthly mobile sector was the only one to see a rise in complaints after the Vodafone issues.

Ofcom is separately investigating Vodafone over its complaints handling procedures, and it is also conducting another probe into the supplier's sales of pay-as-you-go mobile services.

The latest Ofcom figures also revealed that TalkTalk received the most landline complaints, at 30 per 100,000 customers, while EE, Plusnet, the Post Office and BT also continued to generate landline complaints above the industry average.

EE again attracted the most complaints for fixed-line broadband, while grievances about Plusnet, TalkTalk and BT remained higher than the industry average.

BT held on to its spot as the most complained-about pay-TV provider over the fourth quarter, although the numbers dropped to 15 per 100,000 from 25 in the previous quarter.

TalkTalk also received above-average complaints about Pay TV, at 14 per 100,000 customers.

Vodafone apologised to affected customers and it admitted that it suffered "some problems" with the "highly complex" switch over of customers on to its new billing system.

But it said: "We are working hard to improve our customers' experience."

Belfast Telegraph

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