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Ask Wes Your Own Question

Wes
Wes, Consultant
Category: Cell Phones
Satisfied Customers: 960
Experience:  3 Years phone support experience
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I am being charged by someone

Customer Question

I am being charged by someone called Premium& Information Services to my mobile, which I did not ask for & did not order. My phone account is with O2. When I contacted them they said i would have to get in touch with the sender of these messages. my point to them is that they O2 are charging me on my account with them, and are obviously paying this sender. As a 78 year old on Pension credit I cannot afford these extra charges. Why should O2 allow someone to charge me messages when i have not requested them. the total amount to date is £41.25 including this month. My mobile number is *********** Account no is ********** Many thanks TONYXXXXXXXX

Submitted: 1 year ago.
Category: Cell Phones
Expert:  Wes replied 1 year ago.
Wes :

Before we begin, I would like to make sure you understand that Just Answer is not affiliated with any service provider or manufacturer and we do not have control over their systems. Our ability to fix issues like this are therefore very limited and I ask that you take that into consideration before leaving a negative rating. Also keep in mind that some product-related problems are not "fixable" and the appropriate answer may include directing you to an authorized service center product. If you reached our site by mistake, or if I am not able to help you, you can request a refund at http://www.justanswer.com/refund or by e-mailing***@******.***

Wes :

I'm sorry to hear you're having this issue, I want to again point out we are not affiliated with O2 so we have no direct control over your account. What I suggest is you call O2 back or go into a local location and complain further. If you go into a local location it may be harder to ignore you. On the O2 website they have a page which details what to do when you receive unwanted calls and texts. One step they describe is to forward the text to them by forwarding the text to 7726.

Another is to register your phone number with the Telephone Preference Service to opt out of sales calls. http://www.tpsonline.org.uk/

There is more information at the O2 site here: http://www.o2.co.uk/help/everything-else/unwanted-calls-and-messages

Personally, I would threaten to move my service to another company if they are going to insist you pay texts. Let me see if I can get in touch with anyone from O2 and make sure what you were told was correct.

Wes :

I did chat briefly with O2 support and they said "Don't activate any update you get online and you won't receive premium texts". You may want to try talking to O2 again directly about this. There is a live chat box toward the bottom part of this page: http://www.o2.co.uk/help/everything-else/unwanted-calls-and-messages

Wes :

You can also do the following to block those numbers :


Blocking premium rate services


UK premium rate numbers start with 09, while premium text services come from a five or six digit number starting with 5, 6, 7 or 8.

To avoid being charged premium rates, get in touch with our customer service team – Pay Monthly customers can call us on 202, or Pay & Go customers can call 4445 or 0344(###) ###-####– and we'll block these numbers .

Wes :

That should hopefully prevent any further charges.

Wes :

I realize this may not have been the outcome you are looking for, but if the information I have provided is useful to you, please click on a smiley face. If you are not satisfied, please do not rate, you can request a refund by visiting this page: http://www.justanswer.com/refund/ or you can e-mail***@******.***

It looks like you may have disconnected. When you would like to continue our conversation, type a response in the box below and hit the reply button. I will be sent a message that you have reconnected and I will reconnect to you as soon as I can. Bear in mind that I am located in the United States (Central Time) and if you are in a different time zone, that may affect response times and availability.

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