Ofcom Fines Virgin Media £28 Million for Blocking Contract Cancellations
Updated
Updated · bbc.co.uk · Jul 8
Ofcom Fines Virgin Media £28 Million for Blocking Contract Cancellations
3 articles · Updated · bbc.co.uk · Jul 8
Summary
£28 million is the penalty Ofcom imposed on Virgin Media after finding it repeatedly prevented customers from cancelling contracts over nearly three years.
Millions of customer calls were likely mishandled, the regulator said, with deliberate call-dropping, unnecessary transfers and customers left on hold for no reason delaying switches to better deals.
Virgin Media’s commission scheme effectively encouraged call-centre agents to obstruct cancellations, while Ofcom also said the company did not fully cooperate with the investigation.
A 30% settlement discount cut the sanction after Virgin Media admitted failings, but Ofcom said it still marks its largest-ever consumer-protection fine for direct harm to consumers.