Vectra will refund customers’ money. These are fees for unwanted services

As explained by the Office of Competition and Consumers, Vectra added an additional service called “Safe Internet” to some promotional agreements signed before May 11, 2020. This is antivirus software, activation of which was a condition for obtaining a promotional price for the contract.

UOKiK: Vectra will give money back to customers. It was about an additional service

The office explains that the service was activated immediately after signing the contract, but for the first two or four months (depending on the contract) Vectra did not charge any fees for it. After the free period, the operator began to charge additional costs to customers who did not stop using the “Safer Internet” in time. The subscription fee for these people was automatically increased by PLN 6.90 per month.

The President of the Office of Competition and Consumer Protection, Tomasz Chróstny, stated that the inclusion of additionally paid services must always take place with the express and informed consent of the consumer. He must decide for himself whether he needs such a service. However, his will must be expressed no later than at the time of concluding the contract, and not during its term.

The inclusion of additional, paid services must always be done with the express, informed consent of the consumer. It’s about providing real choice and the ability to refuse. The consumer should decide whether he needs the service and whether he wants to bear the costs associated with it, which go beyond the agreed fee for the basic service, e.g. Internet access or television.

– said the president of the Office of Competition and Consumer Protection

Vectra will positively consider rejected complaints. There will be returns

The office obliged Vectra to positively consider previously rejected complaints regarding the activation of the “Safe Internet” service. Customers responsible for these complaints are to receive a refund of the funds collected from them (for a maximum of 24 billing periods, i.e. up to the amount of PLN 165.60). Moreover, the operator will have to refund the service fees for the first five invoices (up to PLN 34.50) to all customers who had a subscription associated with the mandatory activation of the “Safe Internet” service and canceled it before receiving the fifth invoice.

The Office of Competition and Consumer Protection explains that both current and former Vectra customers have the right to a refund of funds collected. Moreover, the company will have to notify all persons affected by the compensation about the office’s decision. It will also post appropriate information on its website and Facebook. However, the operator will do this after the decision of the Office of Competition and Consumer Protection becomes final.