Virgin Media Fined for Blocking Contract Cancellations
Virgin Media has been fined £28 million by Ofcom for repeatedly preventing customers from cancelling their contracts, the communications regulator announced.
Ofcom stated that millions of phone calls from customers were "likely mishandled" over a period of nearly three years, which resulted in customers being prevented or delayed from switching to better deals.
The regulator's investigation revealed tactics including "deliberate call-dropping" and customers being placed on hold "for no reason."
"Deliberate call-dropping" tactics, as well as customers being put on hold "for no reason," were identified by Ofcom during the investigation.
The penalty was reduced by 30% because Virgin Media admitted to the failings and agreed to settle the case, Ofcom added.
Ofcom's investigation also uncovered excessive and unnecessary call transfers. It found that Virgin Media's commission scheme "effectively encouraged" and financially rewarded call centre agents for "behaving in this way."
Ofcom said its investigation uncovered excessive and unnecessary call transfers, and that Virgin's commission scheme "effectively encouraged" and financially rewarded call centre agents for "behaving in this way."
Virgin Media has been contacted by the BBC for comment.
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