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Ofcom investigation leads to £2.5m in refunds from TalkTalk
Monday 28 February 2011 12:43:02 by John Hunt

Ofcom have announced today that action taken after an investigation into incorrect billing by TalkTalk and Tiscali has resulted in over £2.5m in refunds and good-will payments being paid to consumers. The investigation was undertaken following over a thousand complaints last year about bills from the two companies which lead to Ofcom ruling that the companies were in breach of General Condition (GC) 11.1 which relates to billing of telecoms services.

Some 62,000 consumers were identified as being affected and have been compensated, an average of around £40 per person. Ofcom therefore says it is not in a position to levy a fine on the company under its current legal powers. It does however note that there have been continued complaints which are still being investigated. If Ofcom believes that the company has continued to breach GC11.1 further enforcement may be considered which could include a financial penalty.

Some changes are currently being consulted upon in relation to regulations regarding this which would allow Ofcom to issue a financial penalty even if he company took action to address the problem. This could act as a strong deterrent to other providers to let billing errors slide. Current rules allow fines of up to 10% of relevant turnover.

Affected consumers are encouraged to speak to TalkTalk on their hotline number, 0800 5428 073, if they have any concerns.

Comments

Posted by mike41 over 6 years ago
Sad. £2.5 million is chicken feed to TT, they should be fined 10% of turnover for their appalling treatment of customers. Otherwise they'll do it again.
Posted by tommy45 over 6 years ago
How can they hide behind the excuse that the problems existed before they took over?, they effectively took on those problems and failed to deal with them guilty as charged, so should face a rel penalty, ofcom is another useless quango
Posted by Legolash2o over 6 years ago
Ofcom are still fining TT 10% for the charging of customers but they have to pay another £2.5m to the customers themselves. So it's 10% + 2.5m
Posted by tommy45 over 6 years ago
Quoted from above:"Some 62,000 consumers were identified as being affected and have been compensated, an average of around £40 per person. Ofcom therefore says it is not in a position to levy a fine on the company under its current legal powers. It does however note that there have been continued complaints which are still being investigated. If Ofcom believes that the company has continued to breach GC11.1 further enforcement may be considered which could include a financial penalty." which reads to me they haven't as yet been fined 10% of their annual turnover

Posted by c_j_ over 6 years ago
And who exactly is going to end up paying these fines? The current and future customers, and to a lesser extent the staff, of course. Not the managers whose (in)actions led to these problems in the first instance.

Marginally better than a chocolate teapot. But not by much.
Posted by otester over 6 years ago
@c_j_

Quite fair, people that left should be rewarded for becoming 1 stupid less, those staying should be punished for being stupid.
Posted by jon-dave over 6 years ago
Appalling company. My 82 year old registered blind aunt was bullied by letters from Talk Talk then the debt recovery firm saying she owed money. When we sorted it out with Talk Talk she still received letters from the firm. Had a refund but no compensation for all the phone calls and upset to a registered blind lady.
Posted by mrdantalk1 over 6 years ago
I myself am a member of TalkTalk and I am very pleased with their low prices, the high speeds I get and the Unlimited access I get too (my current price plan with TalkTalk is £14.99 a month for unlimited anytime UK calls and Unlimited Broadband up to 24 MEG speed too, plus £12 something Line Rental too. All these people who complain mean the average person like me who does not complain will suffer, as the price of their broadband is likely to go up due to other complainers about their prices!
Posted by boss1314 over 6 years ago
i am also a member of talktalk n have been since may 06, i stuck with them cus the plus package was great 4me, it did total £25.00+vat.this has went on 4 a few yrs n speed wasnt great but did what we needed with as many machines running of the router,2day? crap is tame, now im £39.00 +vat. ur lucky if i have 2meg speed between 2pc's 3 iphones, 2 ipods, 2 laptops. i called them on 5th of feb this year for an explanation? i was told i hadnt upgraded 2 the new talktalk n had been put 2 a sub company "tiscali" I NEVER SIGNED ANYTHING FOR THAT". PRICES WERE HIGHER MORE VAT ADDED.
Posted by boss1314 over 6 years ago
they decided 2 break ma contract? what contract? i signed one for 12 months 5years ago lol... not in a bloody contract.they said theyd upgrade me n get a go live date drop prices to £26.77 per month give me a super n rounter?(sounds good to me) but hey that was 5/2/11, today i still dont have any of it, internets of more than its on, but i have still to pay these ridiculous prices after complaing twice about the time span? TALKTALK RIGHT NOW IS OUTRAGOUS
Posted by boss1314 over 6 years ago
they dont care about the member, and as for there staff on the fones? well if they could understand scottish people 4 a start that would help, n i can assure u the problem i have with them? ill go find that bloody person and smack them 4 there cheek they forget were the ones keeping them in a job!!!!!!! they say 10-14 days before my change over?
Posted by boss1314 over 6 years ago
well they have two weeks n if it aint fixed? they can say goodbye to an exsisting costumer for 5 years. they were the cheapest deals arround, but not now. there rip of merchants who dont give a shit about the peopel who r trying to keep them in a buisness... they rip us of 2 fund there own..........
Posted by boss1314 over 6 years ago
now if they do as they say after all my complaining since feb 5th? and everything is back the way it was? then i will rewrite in here and let people know. but until then? keep an eye on ur accounts with talktalk.............
Posted by creakycopperline over 5 years ago
@mrdantalk we know you're a TT employee.
go fuck yourself
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