Mobile and broadband customers are missing out on ‘£325 a year’ savings
Millions of households are paying more than they should for their mobile and broadband service, according to Citizens Advice.
The charity says a lack of transparency from providers means loyal customers are often charged over the odds, while cheaper deals remain hidden.
Its research found that people who pick up the phone to negotiate can save an average of £325 a year across both services.
But around three million people are failing to do so, leaving an estimated £28 million in potential savings on the table every month.
Citizens Advice claims firms are forcing customers into a game of persistence. Better offers only appear after digging through confusing websites, lengthy phone calls, or after threatening to switch provider.
Almost one in five people never negotiate or change their provider at all when their contracts expire.
For those who do, the process can be stressful.
Of those who tried haggling over the phone, 78% found at least one part of it difficult.
Long waits on hold, automated menus, and being passed around call centres were the most common frustrations.
Two-thirds also said the experience left them feeling frustrated or like they had wasted their time.
Dame Clare Moriarty, chief executive of Citizens Advice, believes the system is “forcing consumers to pretend to leave in order to access hidden renewal deals”.
She urged Ofcom to act, adding that while some protections are in place, “millions are still paying too much for something as essential as mobile and broadband”.