Did you know that you can pay for services on your phone bill, just like you would with your bank card or PayPal account? As with any other purchase, you will likely want to make sure you’re fully aware of your spending.
Here are a few top tips to do just that:
Check your phone bill regularly and don't ignore texts from PRS providers
Companies making charges to your phone bill are required to inform you of charges. Receipts can take the form of SMS messages - these are not always flagged as spam. You can text the company to stop the charges; you can text 'STOP ALL' to the number which they have given you in the text message. Please note, this may not be the same number as the number the message came from. If you’re getting several texts from the same number, you may assume it’s spam. If you block the number, you will still be charged if the texts are for a premium rate service. Blocking the texts do not stop the charges but may mean that you won’t get any information about them.
Watch what you click on, be careful of pop-up ads, buttons and promotions
When browsing the internet on your phone, be careful of pop-up ads, buttons and other promotions, and always check the terms & conditions. These may not be free of charge and some purchases are subscriptions that may add up to significant amounts of money if overlooked.
Understand number prefixes and how much they’ll cost before dialling or texting
Be aware that numbers starting 09, 087 and 118 are charged at premium rates. Always check how much any number will cost before dialling or texting either on our call costs guide or gov.uk’s cost guide.
Take care when handing your smart phone or tablet to children
When giving your device to children to play games or watch videos they may sign you up to charges without realising. You may wish to activate any parental controls available before handing your device to a child.
Ask your network provider if they can block premium rate services if you don’t use them
Some mobile networks are able to block premium rate services on your account. This might prevent you from using services that you do want, such as in-app purchases, voting on TV talent shows, or donating to charity by text.
Complaints
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.