The company has accepted the findings of the investigation and refunded affected customers
Billing errors were not corrected for several years: Ofcom has issued a £10.5m fine to O2. The regulator’s investigation found that between at least 2011 and 2019, the mobile operator calculated final bills in such a way that many outgoing pay-monthly mobile customers would pay some charges twice. Around 140,000 customers ended up paying extra charges for a total of £2.4m. The original size of the fine was £15m, but Ofcom reduced it by 30% because of O2’s cooperation during the investigation.
O2 has accepted the findings of Ofcom’s investigation: The operator has issued full refunds for the customers that were overcharged, plus an additional 4%. O2 also committed to make a charity donation for all the affected customers it has not been able to reach. Ofcom is advising anyone with evidence of being affected by these errors to contact O2 directly.
Source: https://www.ofcom.org.uk/about-ofcom/latest/features-and-news/ofcom-fines-o2-for-overcharging
