Plusnet fined £880,000 for billing former customers

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Plusnet fined £880,000 for billing former clients

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Picture caption Plusnet markets itself as providing superior customer support

Plusnet, an web service supplier owned by BT, has been fined £880,000 for wrongly billing greater than 1,000 former clients.

An investigation by watchdog Ofcom discovered that the ISP broke a elementary billing rule by persevering with to cost a gaggle of consumers for landline and broadband after that they had cancelled providers.

In complete, clients have been overcharged by greater than £500,000.

Plusnet has apologised for the error.

Lindsey Fussell, Ofcom's shopper group director, stated: "There may be no margin for error, and no excuses, in terms of billing clients appropriately.

"This high quality ought to function a reminder to telecoms corporations that they need to adhere to Ofcom's billing guidelines always, or face the results."

A spokeswoman for the ISP stated: "We're very sorry and want to apologise to the 1,025 clients affected. We reported this ourselves to Ofcom and made each effort to contact these clients to rearrange a full refund earlier than the investigation began.

"We might additionally wish to reassure all clients this was an remoted historic problem and we now have carried out quite a lot of new strong measures to ensure this does not occur once more."

Plusnet has made repeated makes an attempt to refund all affected ex-customers by letter and telephone. It has refunded 356 individuals a complete of £212,140, which included curiosity at a fee of four% for every of them.

The remaining funds, for patrons whom it couldn't contact, have been donated to varied charities.

The high-quality, which can be handed on to the Treasury, have to be paid inside 20 working days.

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