Friday 22 September 2017

Vodafone incorrectly charged pay-as-you-go customers when they travelled abroad

Vodafone
Vodafone
Adrian Weckler

Adrian Weckler

Vodafone may face action from Ireland’s telecoms regulator after the watchdog found that the mobile operator incorrectly charged pay-as-you-go customers when they travelled abroad.

A spokeswoman for Vodafone said that customers affected have been re-credited any amount they were overcharged. She declined to say how many customers were affected.

The issue relates to Vodafone’s “Red Roaming” service, introduced in March 2016.

"ComReg notified Vodafone Ireland of a finding of non-compliance with its obligations under the Universal Service Regulations," said a statement from the telecoms regulator.

"The finding relates to a contractual change affecting Pay As You Go customers of Vodafone’s "Red Roaming" service made in March 2016, specifically the manner in which Vodafone notified its customers of that change."

The Vodafone spokeswoman said that the issue was identified by Vodafone and action taken. She said that affected customers have recently received credit into their accounts.

"In March 2016, Vodafone offered Red Roaming to all Pay As You Go customers," she said. "The primary factor behind this decision was to provide customers with a simple, affordable, worry free roaming experience that offered significantly better value than EU regulated rates for Europe and standard roaming charges in the rest of the world.

"The offer meant that for a daily fee of €1.99, €2.99 and €4.99, depending on where customers were travelling to, Pay As You Go customers could enjoy unlimited calls and texts to Ireland, 200MB of data per day and all calls and texts received were included. The offer was only activated on days it was in use and the more customers used, the more they benefitted.

"Subsequently, a review of Pay As You Go customer trends and usage revealed that some customers using Vodafone’s Red Roaming bundle did not get full value from the roaming package as offered. Vodafone has therefore taken the decision to proactively contact customers impacted and apply the relevant credit to them. As we are currently engaged in a Comreg process on this matter, we cannot comment any further."

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