TalkTalk has repaid nearly £2.5 million to customers, following serious problems on a legacy billing systems.
After TalkTalk acquired Tiscali in 2009, and following the OneTel acquisition, it found it was running nine billing systems. Major problems emerged and thousands of customers complained they were being billed for services they had not used.
TalkTalk yesterday declined to say exactly which system was at fault, other than to indicate it came from the original Tiscali setup. The system has now been removed. An average of £40 has been paid to each of the 62,000 customers affected. Before the repayment, customers had complained of aggressive demands to pay bills they did not owe.
A spokesperson at TalkTalk’ said that the company's own ‘Trio’ (The Right Information Online) platform had now replaced all billing systems in the group. Trio is understood to be based on technology from suppliers Chordiant and Tibco, though TalkTalk declined to comment
“We moved all of our customers to our single billing platform at the end of January, and our focus on resolving any outstanding billing issues continues,” said the spokesperson.
However, regulator Ofcom said it had also issued a further information request to TalkTalk, in order to determine the exact level of compliance and remedial action the company has taken.
Ofcom said it had ruled out issuing a fine for the moment, but was continuing to watch how TalkTalk dealt with customers. “Despite the actions taken by TalkTalk and Tiscali UK, Ofcom is still receiving some complaints,” the regulator said.