If you have an unexpected charge on your phone bill and want to find out what it is for, you’ll need to contact the service provider first.
Who is actually charging me?
Much like a purchase using your debit card, there can be multiple parties involved in making a phone-paid purchase happen. But from a consumer point of view, there are two important ones:
- the PRS provider, this is the company that is actually providing you the service or content that you want, for example a charity donation or a music subscription
- your mobile or fixed line network who is allowing the charge to be added to your bill or taken from your credit on behalf on the PRS provider.
While mobile networks charge you on behalf of the PRS provider, the mobile network is not responsible for managing your service. So if you want to discuss a premium rate service you’ve been charged for, you need to contact the PRS provider directly.
If you don’t know who charged you or how to contact the PRS provider, then you can ask your mobile network, they are able to help you.
If after speaking to the PRS provider you are still unsatisfied with the outcome, you may wish to speak to your mobile provider as they might be able to help.
How do I know I’ve been charged for a premium rate service?
The best way to check is on your phone bill where you’ll find all your charges listed.
Your phone bill will not always list the name of the PRS provider; sometimes you will see a number instead. You can ask your mobile provider for the company that provides the service via this number and how to contact them about the charge.
What to look for on your bill:
- mobile text short codes, which are usually 5 or 6 digits long and start with a 5, 6, 7 or 8. You may have received text messages from a number like this; these messages give you information about the service, such as the contact details of the PRS provider.
- charges might be listed as Charge-to-mobile, Operator Billing, Direct Carrier Billing or Google Play on your bill. These are just payment mechanisms, they are not names of the PRS provider. To find out who charged you ask your mobile network provider.
- fixed line numbers, such as 118 numbers used for directory enquiries.
- 09, 087 and 084 numbers are often used for customer helplines, information and chat lines, and competitions or TV voting.
If you’re still not clear whether you’ve been charged for a premium rate service or not, it’s best to ask your mobile network provider directly.
Our rules require that you should not be charged for any premium rate service without your consent. Our rules also require that the cost of the service, and how the service works, are clear. If you believe you have been charged for a premium rate service unknowingly talk to the PRS provider who charged you in the first instance.
I don’t know who charged me, how do I find that out?
The PRS provider should be able to explain any charges, what service you used and when, and stop any unwanted charges. They are responsible for handling complaints about the service, including requests for refunds.
There are two ways to find out who the PRS provider is and how to contact them:
- Usually you will find the PRS provider listed on your phone bill, although sometimes you might see a number instead. You can ask your phone provider who has provided the service via this number and how to contact them.
- If you received any text messages about the service mentioning a short code or service name, ask your phone provider who has provided the service via this number and how to contact them.
Can I stop the charges for a premium rate service?
Yes, you can text the PRS provider to stop the charges. Instead of using the “reply” function on the SMS, text 'STOP ALL' to the number which they give you.
I’ve been charged unexpectedly, can I get a refund?
If you believe you have been charged for a premium rate service and are entitled to a refund, talk to the PRS provider who charged you in the first instance. Ask them for the proof of purchase, message logs, promotional material or anything else that will show what service you used and paid for.
If after speaking to the PRS provider you’re still unhappy with the outcome, you may wish to speak to your mobile network provider who may be able to look into this for you. Following that, if you are still unhappy and wish to take the matter further, you may wish to seek legal advice.
Can Ofcom help me get a refund?
As the regulator, we haven't been given the powers by Parliament to mediate in individual cases. Therefore, we won’t be able to help you get a refund.
Instead, as a regulator, we look at issues across the market to ensure that services are compliant with our regulations and consumers are not harmed. Our rules require that:
- Services must be transparent and priced clearly - it should be clear what you are buying
- Sign up to the service should be clear - you should not be misled into a making a purchase
- Your complaint must be resolved quickly and easily
If you have used a premium rate service that you believe didn't respect the rules above, you can report this to us. We will use this information to help inform our enforcement and policy work.
Ofcom does not investigate or resolve individual complaints. However, your help in highlighting problems plays a vital part in our work.
If you used a premium rate service and they haven’t followed our rules, you can challenge this with the PRS provider. They should explain how to log a compliant with them.
Customers have free access to advice through the Citizen’s Advice Bureau. They may help to resolve your issue if it remains unresolved after following the providers complaints process.
You can complain to Ofcom using our PRS complaints form, or by calling us on 0300 123 3333 or 020 7981 3040.
If you wish to speak to us in Welsh, please contact our Welsh language line on 0300 123 2023.