Spotify rapidly resolved an error which resulted in duplicate charges, but why do data-rich businesses allow these mistakes to happen in the first place?
We need a good international standard for assuring charging accuracy. The revised ETSI 102 845 Technical Specification is based on sound concepts but also suffers crucial omissions.
Canada’s CCTS has seen an 87 percent increase in complaints that monthly bills are inaccurate. Almost half came from customers of Bell Canada.
We must remember mistakes to learn from them, but charging errors by Virgin Media and EE show our industry is forgetful.
Billing is cited as the cause of more than 50 percent of complaints received by Nigeria’s regulator, but this statistic might give a misleading impression of what upsets customers.
MTN intends to refund customers who were incorrectly charged, but it will take time to determine what is owed.
The short answer is ‘no’. But that will not stop people from spreading damaging pseudo-stats like this.
Customers were double-billed when Yourtel asked them to switch providers but failed to inform the incumbent operator.
Many customers used Facebook to express their anger at needing to wait for their money to be paid back into their bank accounts.
It only took 11 consecutive quarters for Vodafone to progress from being the single worst mobile postpaid provider to being the joint worst mobile postpaid provider.