Tuesday, February 26, 2013

Complaining works (sometimes) - Phonepay Plus

A few months ago my son was charged for receiving a number of premium rate text messages after installing a mobile phone app that claimed to locate petrol stations. I tracked down the company involved and persevered in pursuing a refund of the £13.50. I also made a complaint to the regulator Phonepay Plus and received an email today telling me the company involved had been fined £40,000 after 200 complaints were received. They are also to issue refunds to anyone who requests one.

This shows that complaining can help other people as well as yourself.


2 comments:

  1. Gordon,
    I like the caveat!
    I would say, however that when I have been in similar situations I have spent much energy, time and money chasing up these sort of things, that I have found it not to be worth the effort?
    Several years ago I spent something like £20 on a premium rate phone call to get a £12 refund!
    Maybe these charlatans rely entirely on peoples apathy?
    As regards the 200 complaints, I wonder how many that number was in relation to the non complainers?
    And are these things as publicised as well as they should be?

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  2. Colin, I don't think these things get publicised enough. I understand that this one was covered by the BBC last year. Its a licence to print money. PhonepayPlus said that the number of complaints would only be a fraction of those affected. I got my refund by being very clear with the company that I had a forensic image of the phones memory and log of the processes and calls being made. They backed down very quickly. I was in a position to do that though. At least my complaint may help someone else. I have all my phones blocked from making premium rate texts now.

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