Ofcom fines BT £245,000 for overcharging EE customers for 118 calls

12 March 2020

Ofcom has fined BT £245,000 after it overcharged EE’s mobile customers for making calls to 118 directory enquiries services.

Although use of directory enquiries has fallen in recent years, many people still rely on them to obtain the number they need. Older people and those without internet access are more likely to make 118 calls.

To protect vulnerable people and ensure fairer prices, we introduced a price cap on 118 phone numbers in April 2019. However, we found that BT did not implement this immediately for EE customers.

As a result, between April and June last year almost 6,000 EE customers were overcharged by a total of around £42,000 for making calls to 118 numbers. However, BT was able to correct most bills before EE customers paid them. This meant that around £10,000 of the total amount overcharged was paid by EE customers. All customers have since been refunded.

BT’s failure to implement the 118 price cap was a serious breach of our rules, particularly considering the potentially vulnerable people that use directory enquiry services. So, we have imposed a fine of £245,000 on BT.

The fine includes a 30% discount that reflects BT’s admission of its failings by agreeing to settle the case.

The money raised from the fine will be passed on to HM Treasury. The fine must be paid to Ofcom within 20 working days.