{"id":130694,"date":"2024-08-30T11:29:35","date_gmt":"2024-08-30T11:29:35","guid":{"rendered":"https:\/\/www.comreg.ie\/?p=130694"},"modified":"2024-10-04T14:25:32","modified_gmt":"2024-10-04T14:25:32","slug":"prepaypower-refunds-over-e270000-following-investigation","status":"publish","type":"post","link":"https:\/\/www.comreg.ie\/ga\/prepaypower-refunds-over-e270000-following-investigation\/","title":{"rendered":"PrepayPower refunds over \u20ac270,000 following investigation"},"content":{"rendered":"<p><span data-contrast=\"auto\">Yuno Limited, trading as PrepayPower, has paid a penalty of \u20ac9,300 and has issued refunds of \u20ac272,124 to customers following an investigation which found non-compliance with a number of regulatory requirements of their broadband services.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In the investigation, ComReg raised concerns about PrepayPower\u2019s:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"-\" data-font=\"Aptos\" data-listid=\"3\" data-list-defn-props=\"{&quot;335551671&quot;:0,&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Aptos&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;-&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"0\" data-aria-level=\"1\"><span data-contrast=\"auto\">promotion of their broadband services. As PrepayPower was found to have unfair and\/or misleading commercial practices, <\/span><span data-contrast=\"auto\">contrary to the<\/span><span data-contrast=\"auto\">ir<\/span><span data-contrast=\"auto\"> promotion which emphasised <\/span><span data-contrast=\"auto\">aspects including <\/span><span data-contrast=\"auto\">a<\/span> <span data-contrast=\"auto\">prepay <\/span><span data-contrast=\"auto\">option<\/span><span data-contrast=\"auto\">, daily charge<\/span><span data-contrast=\"auto\">s<\/span><span data-contrast=\"auto\"> and <\/span><span data-contrast=\"auto\">consumers<\/span><span data-contrast=\"auto\">\u2019<\/span> <span data-contrast=\"auto\">control of<\/span><span data-contrast=\"auto\"> costs,<\/span><span data-contrast=\"auto\"> the services were subject to a minimum contractual term, and early cancellation fees.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"-\" data-font=\"Aptos\" data-listid=\"3\" data-list-defn-props=\"{&quot;335551671&quot;:0,&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Aptos&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;-&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">lack of contractual information. As ComReg found that the minimum duration of the contract was not provided in the contract.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"-\" data-font=\"Aptos\" data-listid=\"3\" data-list-defn-props=\"{&quot;335551671&quot;:0,&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Aptos&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;-&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">charging for unrequested services. As 621 customers were charged for services that PrepayPower had no record of the customer requesting.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">PrepayPower has undertaken to come into compliance with the relevant regulatory obligations.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">For full details see the recently issued <\/span><a href=\"https:\/\/eur02.safelinks.protection.outlook.com\/?url=https%3A%2F%2Fwww.comreg.ie%2Fpublication%2Fprepaypower-to-come-into-compliance-pay-a-penalty-of-e9300-to-comreg-and-issue-refunds-of-e272124&amp;data=05%7C02%7CMuireann.Doherty%40comreg.ie%7C5fe91f04d56f4493f1eb08dcc5dc5888%7C7e3063639dee4b8d8a6b4fee706b37fa%7C0%7C0%7C638602797376810442%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&amp;sdata=xanxUwlO4Xr6YIT7QBfG3Ii4V3lqx%2BdjTwPytNFAr9E%3D&amp;reserved=0\"><span data-contrast=\"none\">Information Notice<\/span><\/a><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Here is some helpful information on the items your internet service provider should always provide to you:\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Contractual Terms on a Durable Medium\u00a0<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Key <\/span><a href=\"https:\/\/www.comreg.ie\/advice-information\/contracts\/\"><span data-contrast=\"none\">contractual information<\/span><\/a><span data-contrast=\"auto\"> should be provided to you in a durable medium. This means that the information should:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">be personally addressed to you<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">be provided on paper or in another durable format such as a PDF file attached to an email<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">allow you to store it so that you can access it at any time for future reference<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">be stored in such a way that the information in the contract remains unchanged<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><b><span data-contrast=\"auto\">Reference Numbers when Switching Providers<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Consumer references are the\u202f<\/span><a href=\"https:\/\/www.comreg.ie\/advice-information\/broadband-and-home-phone\/broadband-home-phone-switching\/#4\"><span data-contrast=\"none\">numbers required to switch service provider<\/span><\/a><span data-contrast=\"auto\">. They appear on your bill with names like Universal Account Number (UAN) and Circuit Reference Number (CRN). Your account number and phone number might also be consumer references as they could be required to switch service providers. Service providers should include all of your consumer references on all of your bills, so you do not need to get them from the provider you are leaving when you decide to switch.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Model Cancellation Form and Cooling Off Rights<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">When you <\/span><a href=\"https:\/\/www.comreg.ie\/advice-information\/contracts\/#2\"><span data-contrast=\"none\">sign up to a contract and you change your mind<\/span><\/a><span data-contrast=\"auto\">, you may have a right to cancel it during a \u201ccooling-off\u201d period. The rules around the cooling-off period depend on how you signed up to the contract. For contracts made over the phone or online i.e. at a distance, you have the right to cancel within 14 days. For contracts made through a door-to-door sale, you have the right to cancel within 30 days. If you sign up in-store or if you are a business customer, you are not entitled to a cooling-off period.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Your internet service provider must make available to you the model cancellation form to allow you to cancel contract if you are entitled to do so.\u00a0\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Visit our dedicated <\/span><a href=\"https:\/\/www.comreg.ie\/advice-information\/contracts\/\"><span data-contrast=\"none\">contracts page<\/span><\/a><span data-contrast=\"auto\"> for more information.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Yuno Limited, trading as PrepayPower, has paid a penalty of \u20ac9,300 and has issued refunds of \u20ac272,124 to customers following an investigation which found non-compliance &hellip; <a href=\"https:\/\/www.comreg.ie\/ga\/prepaypower-refunds-over-e270000-following-investigation\/\"><\/a><\/p>\n","protected":false},"author":80,"featured_media":130693,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[73],"tags":[],"class_list":["post-130694","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-consumer-news"],"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/posts\/130694","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/users\/80"}],"replies":[{"embeddable":true,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/comments?post=130694"}],"version-history":[{"count":9,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/posts\/130694\/revisions"}],"predecessor-version":[{"id":131266,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/posts\/130694\/revisions\/131266"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/media\/130693"}],"wp:attachment":[{"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/media?parent=130694"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/categories?post=130694"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/tags?post=130694"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}