The Government has reached a voluntary agreement with five mobile operators - EE, O2, Three, Virgin Media and Vodafone - to set a cap of £100 if you report your mobile phone lost or stolen within 24 hours.
Three has already introduced the cap, with EE planning to introduce the within the coming weeks. O2, Virgin Media and Vodafone will follow with the new measures later this year.
Although the cap will limit the impact of shock mobile bills due to fraudulent charges, it falls short of our expectations.
Our executive director Richard Lloyd comments:
‘This long overdue cap proposed by mobile operators falls short of expectations and won't do enough to protect consumers facing unfair bills run up by criminals when their phone is lost or stolen.’
We found that a third of mobile users would find it difficult to cope with an unexpected expense of £100, and six in 10 think they shouldn’t have to pay any of the costs incurred from fraudulent use.
We agree. You shouldn’t have to pay anything for fraudulent activity on your phone if you report your mobile lost or stolen within 48 hours. We also think there should be an industry-wide plan to protect consumers from shock bills.
Richard Lloyd adds:
‘This is yet another example of why consumers are fast losing trust in mobile operators, with people already overpaying by billions of pounds for mobile phone contracts that just don’t suit their needs.’
New proposals from the Government will protect consumers from huge bills run up on stolen mobiles.