Sky-high exit fees need to stop
Citizens Advice highlights high exit fees faced by some broadband and mobile customers as Ofcom plans to allow consumers to switch providers without penalties.
Gillian Guy, Chief Executive of Citizens Advice, said:
“Customers have been hit by sky-high exit fees despite getting bad service.
“Hidden charges and unfair penalties are all too common for mobile phone and broadband consumers.
“We have found some people can face up to £625 to get out of a broadband contract and £800 to exit a mobile phone deal.
“It is good to see Ofcom taking a stronger stance against the companies acting unfairly and hopefully this will start to make the market better for customers.”
Notes to editors
The Citizens Advice service comprises a network of local bureaux, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website .
The advice provided by the Citizens Advice service is free, independent, confidential, and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
To get advice online or find your local bureau in England and Wales, visit www.citizensadvice.org.uk .
You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers
Citizens Advice Bureaux in England and Wales advised 2.1 million clients on 6.6 million problems from April 2012 to March 2013. For full 2012/2013 service statistics see our quarterly publication Advice trends