O2 UK Finally Refunds Mobile Customers.. AFTER 15 YEARS

Mobile operator O2 (Telefonica UK) has refunded a number of their customers for over-charging following a double “billing issue“, which wouldn’t be nearly so interesting if it wasn’t for the fact that the problem itself occurred over 10 years ago (i.e. some refunds are from as far back as 15 years). Better late than never? That’s a stretch.

The BBC includes a copy of one such refund letter (here), which says: “Our system has reported a credit balance remaining on your O2 account back in 2005. So you’ve got £23.40 coming back to you, which includes 4% interest. Sorry it took so long to get this to you.” At least in that case the customer was both a) still alive, and b) still present at the same address to receive it (O2 claims they do try to trace those who have moved). Win.

Meanwhile others have reported receiving refunds for larger sums, such as up to £127, as well as much smaller sums.

Statement from O2

“We identified a billing issue which meant some customers were charged twice on their final bill before leaving O2. We have been contacting those affected to apologise and send their refund. We have a responsibility to do all we can to reimburse any customer for what’s rightfully theirs, even if they’ve since left the network and it’s a low-value amount.”

The discovery of this issue relates to Ofcom’s on-going probe of an “Extraordinary Performance Failure” of the company’s metering and billing system (here), which is focused on a problem that occurred between 2012 and 2019 but may have since spotted other occurrences.

The regulator’s probe said that the issue occurred because O2 took “duplicate final direct debit payments from customers who terminated their contracts on a Saturday or Sunday and had an outstanding periodic bill to pay.” Apparently O2 identified the group of affected customers at the start of this year, but they delayed sending out the letters due to the COVID-19 crisis. Well.. what’s a few extra months after 10+ years hay.