subject: Broadband billing failures - what should you do? [print this page] Broadband billing failures - what should you do?
TUT TUT UK broadband providers. Setting the debt collectors on customers who haven't paid for services they haven't been getting isn't the route to winning customers' hearts and minds.
Ofcom has warned the broadband providers that if they don't repay customers wrongly billed for broadband and phone services which had already been cancelled they will face the possibility of fines reaching up to 10% of annual company turnover.
In a heavy handed manner equivalent to cartoon billionaire Mr. Burns asking his assistant to 'release the hounds', past and present customers have had their credit ratings downgraded and debt collection agencies at their doors demanding payment for bills which had been issued in error.
In some cases customers had been receiving bills for two years after severing contracts for broadband and phone services with the companies.
The telecoms regulator Ofcom has given the companies some time to comply with its legally-binding ruling or face further legal action, including massive fines.
The problems stem from a range of legacy billing systems from a range of different broadband providers all of whom have merged or been taken over by the companies over recent years.
The companies have faced significant issues in its attempts to consolidate the various billing and administrative systems it inherited from these deals.
While the broadband providers claim that this is an inconvenience caused to this limited group of former customers it's cold comfort if one of those former customers happens to be you.
So what should you do when faced with a broadband deals billing failure?
The ruling states that broadband providers must take the following action to remedy the situation when there is a failure.
First they need to refunding all customers billed for cancelled services even when they've done a BT infinity review and switched provider.
Second they need to halt debt collection action and withdraw legal action, this is well worth taking into account when it comes to broadband.
Providers also need to pay any costs incurred by customers as a result of the error.
For example, interest incurred on the outstanding debt or any fees that the debt collection agency charges.
They also need to get in contact with credit reference agencies to repair the credit ratings of affected customers who have black marks as a result of billing errors.
