A customer was lured into making an expensive international call but her error was made hundreds of times worse by her telco incorrectly recording the call’s duration.
Much can be learned from the story of O2 overcharging customers and misleading their regulator, but the most important is that many people want someone else to be responsible for billing assurance.
Ofcom said Telefónica’s UK operating company had a ‘history’ of withholding information.
The specialist testing business reports a relative increase in underbilling errors compared to statistics they published in 2019.
O2 was fined USD14.5mn for billing errors from 2011 to 2019, but those errors were evident as early as December 2003.
Telefónica UK presented inaccurate closing bills to 251,700 customers who wanted to end their service.
It is possible that the Editor of Commsrisk suffers many more billing errors than other customers, but it is not likely. Our industry must live in the real world if it wants to improve.
We interviewed David Smith, an author of Successfully Managing Revenue Assurance, the 2001 publication that defined RA.
Episode 3 of the new season of RAG TV featured Dion Price, CEO of Trustonic, and Kingsley Unah, formerly with Airtel Nigeria.
Customers of the EE mobile network were still charged the old rates for directory enquiry calls several months after the regulator imposed a price cap.