My 12 year old's phone isn't working. He tells me that he hasn't been able to text or call anyone for months.
He hands it to me reluctantly. I top it up with €10 and out of curiosity check the credit again, typing *174# into the phone. What! Only €2.50 left? Immediately followed by receiving a system message on screen.
You have a reverse charge message for you from 57977 that expires on 12-Aug-15. You currently have insufficient credit to receive this message. Vodafone IE-4832 SerivceProviderTxt.Nation Ltd
It isn't a text message because when I click it disappears, no trace left on the phone.
I suspect this has been happening for a while. It turns out that it has been happening for months and €112.50 in call credit has been siphoned off as a result.
No wonder he hasn't been able to make calls or texts.
So what's happening? I ring Vodafone. A fellow called Samir answers; "Yes, I can see the messages, I'm not sure how long you've been receiving them but you can assume it has been happening for a while. But you see sir, this isn't anything to do with us. All I can suggest is that you send a txt with the word 'STOP' in the body to halt your subscription to the service. If that doesn't work you need to contact the service provider immediately and make a complaint."
This is a revelation to me, the mobile phone operator doesn't actually get involved in debit transactions against its own customer's phone accounts. In fact it appears that Vodafone have no control or even visibility, of who or what services (read companies) can make charges to my mobile phone number.
I suppose I'm now being unreasonable but I have to ask, "what about getting my credit back?"
Samir says "Well, first you'll need to find who the number belongs to."
"How do I do that?" I ask, "how to I contact them?"
"You should go to
http://www.phonesmart.ie/ then enter the number 57977. Phonesmart is a service run by the Regulator in Ireland, ComReg, they regulate phone-paid/premium services in Ireland.
The Phonesmart webpage returned the following information:
Number Check Results
If you're signed up to a subscription service on your mobile phone but want to quit, simply text the word STOP to the five-digit short code number associated with the premium rate service
( please note that a standard network charge may apply for this text).
Short Code: 57977
Service Provider:TxtNation Ltd
Helpline:1800 812 799
Email:aeus@txtnation.com.
Samir explained what happens. "You will have to call the premium service operator or email them directly. You might want to try to get back your credit. I'm afraid I can't to any more for you, you have to deal directly with the service."
Although I'm getting more annoyed and frustrated I decide to follow his advice. ComReg are the regulator, do they have any information about this scam? A quick look at ComReg's website puts paid to that idea (
http://www.phonesmart.ie/Common_Questions/88#A14).
"Just because premium rate services cost more doesn’t mean that they are a scam or that they are bad. Most premium rate services operate without causing consumer harm."
It seems that as far as ComReg is concerned premium rate services are part of a healthy telecommunications ecosystem. Fair enough, but what about the children I say! What checks are in place against a child being enabled, even facilitated, to enrol in a premium rate service? You might say that's my responsibility since I gave the child a mobile phone to use in the first place...
Well the story doesn't end here. I checked the txt.Nation website (www.txtnation.com). It appears to be a bone fide business, they've won awards, go to trade shows and have contracts with government agencies like the UK's NHS. What are they doing taking money from my 12 year old?
I still don't know where or what the money is being taken for. I also feel like talking to someone. Is txt.Nation for real? So I called the helpline (1800 812 799).
A nice sounding lady called Beth answers. "Yes I can help" she says, "if I can verify your contact details and to mention that calls will be recorded for regulation and training purposes."
I explained what was happening and then she explained to me that I would need to log a support request. In fact she is able to start the process for me after which it can continue by email. "You see I'm sort of like a receptionist" she said. "I just take calls, you'll need to contact the support team. I've entered your details, you'll receive an email soon. Just log in to the customer care system and enter your complaint..."
I receive an email "Welcome to Customer Care, Support | txtNation" with instructions to setup an account on their system. I generate a password and access their system. Oh my god, this is getting tedious.
Message from Answer-4u for TXT NATION LIMITED Date and Time: 10/08/2015 20:00 CLI: Message Taken By: Your personal A4U team PA Call Type: New Enquiry Caller's Name: Mr xxxx xxxxx Telephone Number: xxxxxxxx Country: Ireland Email: xxxx.xxxx@gmail.com Message: Caller wishes to discuss charges to his phone.
A support team person added a comment to the 'request' with a message.
Dear xxxx.xxxx, I can see that your mobile number has been billed by the service detailed below. You have now been opted-out of the service so will not receive further billing attempts from the service, unless you choose to opt-in again at some point in the future. If you are disputing the opt-in and wish to request a refund, you should contact Remote directly via +44 (0)333 202 0418 or help@careformobile.com.
Remote is a company that charges €7.50 per week for you to enter a competition to win an iPhone/iPad/MacBook by texting keyword "phone", "apple", "book". You would have first visited the competition website and answered a multiple choice question before entering you mobile number into the box provided on the website...
...
After you have done this, you will receive a free text message.
Once you reply with the appropriate keyword, you will receive another message stating:
"Message: FreeMsg U have subscribed to WIN an iPad playie.77win.co & WIN the iPad each week for euro7.50/wk 3x2.5 euro/msg until u send STOP to 57977".
Best Wishes txtNation Online Support
Two days to get this far. I begin to see why people think premium rate services are dodgy. Just to get to the bottom I've had to contact Vodafone, then txt.Nation, to an operator called Remote running a 'competition' website managed by a service called careformobile.com.
Hmm, let's have a look at that website. Notice the very small lettering indicating that the "Player must be 18 years or over"? I've drawn a red line around it to draw your attention to it...
It turns out that Vodafone have no control of premium rate service access to your account nor do they have access to the data trail that it took me 2 days to piece together.
So money has moved from me to Vodafone. From Vodafone to txt.Nation. From txtNation to Remote. And perhaps also from Remote to careformobile who hosts this iPhone/iPad/MacBook prize lottery websites.
Surprisingly, there are just three (3) steps involved in permitting them to take money from me.
1. Click on the website, provide a mobile number, and click "Enter".
2. My mobile phone receives a message to reply to win by texting a keyword.
3. Send a text message with the keyword to the premium rate number.
Goodbye money.
My complaints are several.
No audit trail provided of communication initially authorising debits.
The actual competition element does not display the age limit prominently, apart from text in very small font at bottom of a secondary web page.
No valid age checks employed to prevent future underage use.
No default time limits set on subscription (it's permanent).
No defined process by which charges may be disputed or refunded.
No evidence that these kinds of lotteries or competitions are properly run or regulated. Is the lottery actually run, are results independently verified, what were the competition results over the period in which I was putatively subscribed to the lottery service? Was a competition actually taking place? How many phones, tablets or laptop computers were actually awarded as prizes?