Comms ADR
How to complain if you have been charged for a Premium Rate Text?
Premium Rate Text Complaints
Premium Rate Texts (also known as Reverse Billed Messages), are a type of SMS that charges you – the consumer – for receiving the message. This type of text is most commonly sent by subscription services – such as weather updates, games or apps.
But what do you do if you’ve been charged for a Premium Rate Text unjustly?
If you don’t resolve the issue quickly, you may find yourself with an unexpected hefty bill, as each Premium Rate Text can cost between anywhere from from £1.50 and up!
This guide will help you understand what to do, and how to complain, when you receive a Premium Rate Text.
If a communications provider has refused, ignored, or otherwise left you unsatisfied after you made a complaint to them, you can escalate matters for FREE with CommsADR.
What should you do if you receive a premium rate text?
If you’ve been charged for a premium rate text, you should do the following:
- Do not delete the message that confirms your one-off payment or subscription
It is very important to have all the details of the service and payment in order to find out more about it. If you do not wish to receive the service, reply with STOP ALL to the short-code provided, not to the text message.
- Check if it is actually a Premium Rate Service
You can use Ofcom’s Premium Rate Service Checker for this HERE
- Contact your Mobile Network Provider
If you’re still unsure about why you’ve been charged, or what the charge was for, you can contact your Mobile Network to enquire about this. Even though they cannot cancel the subscription for you, they can provide more information on where it’s come from, and how you can contact the Premium Rate Service yourself.
- Contact the Premium Rate Service Provider (the company that runs the service)
Finally, make sure to actually contact the Premium Rate Service Provider and lodge a complaint directly with them.
If they don’t resolve matters directly with you, you can always escalate for FREE using an Alternative Dispute Resolution (ADR) service – such as CommsADR – and get a legally binding outcome, all without having to take the provider to court.
Ways to Complain
There are three (3) ways to bring your complaint to CommsADR:
By Post
You can download our paper complaint form HERE and send the completed form to:
CommsADR
Stratford Office Village
Unit 12 Walker Avenue, Wolverton
Milton Keynes
MK12 5TW
Online
If you have access to the Internet, you can file your complaint via our online portal.
To access this, simply go to our homepage and click on:
By Telephone
You can telephone us on:
0203 540 8063
Our Support centre operates Monday to Friday, 9:30am – 12:30pm
We’re on hand to provide information and assistance for consumers wishing to lodge a claim, or obtain an update on their case.
For more information about CommsADR, please view our FAQ page.
Curious about your Consumer Rights?
We’re posting weekly consumer tips and tricks on our social media channels! Follow us below:
Contact Methods
-
By Post
You can download our paper complaint form HERE and send the completed form to:
CommsADR
Stratford Office Village
Unit 12 Walker Avenue, Wolverton
Milton Keynes
MK12 5TW -
Online
If you have access to the Internet, you can file your complaint via our online portal.
To access this, simply go to our homepage and click on:
-
By Telephone
You can telephone us on:
0203 540 8063
Our Support centre operates Monday to Friday, 9:30am – 12:30pm
We’re on hand to provide information and assistance for consumers wishing to lodge a claim, or obtain an update on their case.
