BT to Provide Refunds for EE and Plusnet Customers on Exit Fees

BT Fined £2.8m for Breaching Consumer Protection Rules

BT, the parent company of EE and Plusnet, has been fined £2.8 million by telecoms regulator Ofcom for failing to provide clear information to over 1.1 million mobile and broadband customers. These customers were not adequately informed about contract prices, durations, and early termination fees.

Ofcom found that in some instances, BT “deliberately chose” not to comply with the rules. The regulator has mandated BT to implement remedial actions to address the issue.

In response, BT apologized and pledged to take necessary steps to rectify the situation. A spokesperson for BT stated, “We apologize for any inconvenience caused and have taken steps to proactively contact affected customers and arrange for them to receive the information and be refunded where applicable.”

The breach pertains to consumer protection regulations introduced in 2022, which require companies to provide clear and straightforward contract details before customers sign up.

Affected customers who remain with BT have been offered the choice to terminate their contracts without penalties or to receive the missing information. For those who have already terminated their contracts, BT has been instructed by Ofcom to refund any exit fees incurred within five months.

Ofcom noted that BT was aware as early as January 2022 that it would not meet the June 2022 deadline for compliance with the regulations. Some sales channels are still non-compliant, and BT has been given three months to ensure all methods of selling products align with the rules.

Despite the breach, the original fine imposed by Ofcom was reduced by 30% due to BT’s acknowledgment of liability and agreement to settle the case.

BT serves over 30 million customers in the UK and acquired PlusNet in 2006 and EE in 2015.