Overcharged: Eir told to identify and refund around 76,000 customers it is estimated by regulator to have overcharged over several years as company is fined €2.45m in settlement just ahead of High Court case
Those actions saw Eircom convicted in 2015, 2017 and 2018 of 26 offences connected with the overcharging of customers between 2015 and 2021.One such investigation was related to the period June 2018 to March 2019 with the other related to a period from September 2019 to September 2020.“The information obtained in these investigations demonstrated incidents where customers were overcharged by Eircom and had successfully sought a refund for the overcharge,” ComReg said.
In addition to the fine, the refunds will focus on customers that were incorrectly charged due to an issue with a “broken bundle” on the customers’ account. Eircom has also promised to “implement a series of “Forward-Looking Measures” to improve their existing billing processes.”The forward-looking measures will focus on implementing processes and procedures which will include system upgrades and will see Eircom “proactively reviewing credits and disputes that could identify potential billing issues not already addressed”.
In a statement eir said it was “engaging with ComReg regarding its concerns about the possibility of the historical and inadvertent overcharging of certain customers in respect of electronic communications services.”
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