Is overcharging part of carriers’ modus operandi?
Mobile operator EE has been fined £2.7m by the telecoms regulator, Ofcom, for overcharging tens of thousands of customers.
Lindsey Fussell, Ofcom’s consumer group director, told the BBC: “We all rely on big companies to get the most basic things right, and that includes charging the right bills… we uncovered a catalogue of errors.”
What lessons can companies take from this?
As with Vodafone’s £4.6m fine in late 2016 for basically the same errors, it’s clear that major network operators struggle to always get their billing right and even when they are shown to be in the wrong, seeking recourse is not a simple matter.
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We have successfully uncovered millions of pounds’ worth of billing errors and overcharges for our clients and perhaps surprisingly the bigger the company the bigger the percentage of savings we identify.
Billing Errors are just the tip of the iceberg
Whilst billing errors account for a level of overcharging, there are many other ways that telecoms suppliers overcharge their customers. In most organisations Mobliciti uncover wastage and overspending of around 20% of the entire telecoms budget – money that could be reinvested in IT transformation, resources and data security!