Parliamentary investigation into the whole Ofcom/Ombud complaints system. It's not fit for purpose.
"That notification also suggests that from at least 1 January 2012 – 7 March 2019, O2 took duplicate final direct debit payments from customers who terminated their contracts on a Saturday or Sunday and had an outstanding periodic bill to pay."
This just shows how useless the UK Ofcom/Ofgem regulator/Ombudsman Services complaint model is, where each individual has to complain separately (and only after 8 weeks have passed) to flag each complaint, complaints that can affect multiple customers at once. Ombudsman Services is compensated more than the individual making the complaint and the OS gets paid irrespective if the case is upheld.
The whole system sinks, it's an absolute merry-go-round for the person complaining, the time and effort involved, achieves the diddly squat of nothing for the individual, especially where complaints affect multiple customers at once because OS will suppress the complaint, especially if the complaint is a result of a mistake by Ofcom themselves.
The fact that this issue remained for 7 years, should create an official Parliamentary investigation into Ofcom/Ombudsman Services, not just o2.