Company regrets errors

Vodafone hit with record fine over failures

Vodafone shopMobile operator Vodafone has been hit with a £4.6 million fine from telecoms regulator Ofcom for customer failures.

It is a record penalty for a telecoms company.

Vodafone was found to have not credited accounts when users topped up, and had not responded quickly enough to deal with the problems.

More than 10,000 customers lost £150,000 between the end of 2013 and April 2015.

Vodafone said it “deeply regrets” the failures found by Ofcom and offers its “profound apologies to anyone affected by these errors”.

They emerged during a “complex IT migration” as it moved more than 28.5 million customers accounts, the firm said.

It has refunded 10,422 of the pay-as-you-go customers whose accounts were not properly credited. It was unable to trace 30 customers so has donated £100,000 to charities.

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