TP charges on Vodaphone account - Baseplay ????
Discussion
Apologies if this should be in the Finance section.
So I Pay £40 per month for my monthly contarct and last month noticed the bill was over £60. I thought I had best look into why it was some much more this month as there was no unusual usage. I did not get round to it as I was working every day for 14 hours plus and this month noticed the same 'problem' ie £60 for the month.
I finally get around to speaking to Vodaphone who say the charges are £4,50 per week for Baseplay. I ask how this was authorized to be told they will put a block on this sort of thing from now one. I ask for a refund of the money as well as the authorization by me and ask what it is for. The answer comes back they cannot stop me buying things through my phone and it is for a gaming site/app. They also add they cannot refund the money as it is not their money despite the fact that it is added to my bill by them. I also asked about Direct Debit rights and point out that any dispute means that the money should be returned but they said the money would remain outstanding on my account.
As I have less days left than lived I pointed out to them that I never play games on my phone. Nor would I. Moreover I had not signed up to anything (knowingly) and they could inspect my phone for any Apps to see I have very few namely parking, BBC News et cetera. My phone is a WORK phone not a playstation or social media or narcissistic aide. I had no confirmatory text message from Baseplay mentioning charges. I had some 'Freemessages' which I keep blocking as it is sh#t I am not interested in.
They have told me I need to go to some third party website to resolve this as they can apparently not do anything. I have lost the link but will post it up once I speak to them again.
Surely as they are the conduit they should resolve the problem. I told them that I should not have to ask for protection as it should be there anyway. Vodaphone should send a confirmatory text as soon as you sign up to anything knowingly or otherwise to endorse Vodaphone as the collector of monies for something 'unrelated' to them.
Does anyone know the best avenue for resolution?
Pip
So I Pay £40 per month for my monthly contarct and last month noticed the bill was over £60. I thought I had best look into why it was some much more this month as there was no unusual usage. I did not get round to it as I was working every day for 14 hours plus and this month noticed the same 'problem' ie £60 for the month.
I finally get around to speaking to Vodaphone who say the charges are £4,50 per week for Baseplay. I ask how this was authorized to be told they will put a block on this sort of thing from now one. I ask for a refund of the money as well as the authorization by me and ask what it is for. The answer comes back they cannot stop me buying things through my phone and it is for a gaming site/app. They also add they cannot refund the money as it is not their money despite the fact that it is added to my bill by them. I also asked about Direct Debit rights and point out that any dispute means that the money should be returned but they said the money would remain outstanding on my account.
As I have less days left than lived I pointed out to them that I never play games on my phone. Nor would I. Moreover I had not signed up to anything (knowingly) and they could inspect my phone for any Apps to see I have very few namely parking, BBC News et cetera. My phone is a WORK phone not a playstation or social media or narcissistic aide. I had no confirmatory text message from Baseplay mentioning charges. I had some 'Freemessages' which I keep blocking as it is sh#t I am not interested in.
They have told me I need to go to some third party website to resolve this as they can apparently not do anything. I have lost the link but will post it up once I speak to them again.
Surely as they are the conduit they should resolve the problem. I told them that I should not have to ask for protection as it should be there anyway. Vodaphone should send a confirmatory text as soon as you sign up to anything knowingly or otherwise to endorse Vodaphone as the collector of monies for something 'unrelated' to them.
Does anyone know the best avenue for resolution?
Pip
No doubt it's a premium SMS scam. Someone has sent you the billed messages, and will claim you opted into the service, perhaps by clicking a web link or filling in a form etc, even though you know you didn't.
The industry does nothing about this, despite it going on for years. Vodafone will do nothing.
You'll be able to search on https://psauthority.org.uk/ to find the sender of the messages, and they usually refund you via cheque once you complain to them.
It's a broken, corrupt system and the regulator does nothing except enforce minor fines which do nothing to deter the companies running these scams.
The industry does nothing about this, despite it going on for years. Vodafone will do nothing.
You'll be able to search on https://psauthority.org.uk/ to find the sender of the messages, and they usually refund you via cheque once you complain to them.
It's a broken, corrupt system and the regulator does nothing except enforce minor fines which do nothing to deter the companies running these scams.
yeap had the same thing, not base play , its an absolute disgrace that the phone companies are complicit in these scams but then "cant help". I think the law should be changed so you cant pay for things on a mobile unless you sign a contract.
The equivalent of banks doing what the phone operators do is saying "a bloke called dave came in and said you gave him permission to take £20 so we gave it to him, he had NO proof but said he knew you and he had a photo"
The b
h i spoke to at EE said "well where did they get your number" i was able to reel off a list of phone numbers as the phone companies block allocate them
07818 414292
07818 414293
07818 414294
07818 414295 etc
and they will all be on the same network
I manged to track the company that scammed me down, called them and just got a rude Eastern European women, she told me to "go F&&k myself" I threaten to go on every scam forum and post the details and the home address and name of the company directer (from CH), her response was "do what you like no one cares" and hung up.
Ask for a block on anything like this in future but i was told even that might not work and EE cant be responsible if there are chargers so what can you do
The equivalent of banks doing what the phone operators do is saying "a bloke called dave came in and said you gave him permission to take £20 so we gave it to him, he had NO proof but said he knew you and he had a photo"
The b
h i spoke to at EE said "well where did they get your number" i was able to reel off a list of phone numbers as the phone companies block allocate them 07818 414292
07818 414293
07818 414294
07818 414295 etc
and they will all be on the same network
I manged to track the company that scammed me down, called them and just got a rude Eastern European women, she told me to "go F&&k myself" I threaten to go on every scam forum and post the details and the home address and name of the company directer (from CH), her response was "do what you like no one cares" and hung up.
Ask for a block on anything like this in future but i was told even that might not work and EE cant be responsible if there are chargers so what can you do
I had the same a couple of years ago with EE who wouldn't refund me. Apparently I subscribed to a service on 03/10/2015 - I remember the date vividly as I was moving in to a flat with my girlfriend. Having moved everything in with my dad and brother throughout the day I did not use my phone at all bar messaging mates and checking BBC Sport!
I got the details of the 'service' who were charging me and went mental at the operator who claimed I had signed up on the 3rd and refused to answer questions about where they got my number from. I hadn't clicked on any links but had received one or two texts which I deleted and blocked as spam a week or so before the 3rd. I hadn't signed up or purchased anything online for weeks beforehand so they either enter random numbers or buy them.
After the woman tried to hang up I eventually managed to get a refund via paypal from someone not in a far flung call centre. Plus a cheque through the post as the idiots booked it twice - not that I complained.
OP if you can get any further details call up the 'service' company and be as difficult as possible. Also report them to PhonepayPlus and ask to be kept in the loop. I think I had to fill in a form online but in June 16 got an email explaining why the shady company had now been fined £180,000. I was one of 199 to make a complaint!
I got the details of the 'service' who were charging me and went mental at the operator who claimed I had signed up on the 3rd and refused to answer questions about where they got my number from. I hadn't clicked on any links but had received one or two texts which I deleted and blocked as spam a week or so before the 3rd. I hadn't signed up or purchased anything online for weeks beforehand so they either enter random numbers or buy them.
After the woman tried to hang up I eventually managed to get a refund via paypal from someone not in a far flung call centre. Plus a cheque through the post as the idiots booked it twice - not that I complained.
OP if you can get any further details call up the 'service' company and be as difficult as possible. Also report them to PhonepayPlus and ask to be kept in the loop. I think I had to fill in a form online but in June 16 got an email explaining why the shady company had now been fined £180,000. I was one of 199 to make a complaint!
Edited by dsmith1990 on Thursday 11th October 11:34
Pip1968 said:
Does anyone know the best avenue for resolution?
Pip
Sign up to the consumer action group forum (CAG) and make a post in the Telecom section:Pip
https://www.consumeractiongroup.co.uk/forum/forumd...
In 2015 someone had placed an unauthorised mobile upgrade on my Vodafone account. The b@stard had selected the most expensive iPhone model and package. It all came to light when I received a text by DPD informing me my new IPhone would be arriving in a few hours to a random address in Birmingham. I filled out Vodafone's online 'fraud' form and they swiftly stopped the delivery - impressive but also points to me that this kinda of fraud is a regular occurrence for them.
Anyway, the real battle was dealing with their call center to get frequent updates. The fraud squad froze my account with the new charges on, which is fine but trying to get updates was a real nightmare. Their call center is atrocious, I know most are but Vodafone really is an exception. Check out trustpilot reviews lol.
In the end I made a post on the CAG forum and received a lot of professional advice. It's worth doing as they have actual support agents from the telecom operators on the forum to fasttrack issues. That's what helped me with Vodafone - one of their agents on CAG kept an eye on my case and provided me with updates. They know that trying to help on CAG is the last line of defense before you 'the consumer' will likely take legal action.
In the end my account was closed with zero balance - CAG was a big help, if I was left with their s
tty call centre I would have gone round and round.Thanks to all. Some interesting reading.
Nobody seems to have said anything about the Direct Debit protection though. As I pay my bill by direct debit it was my understanding that any disputes on payments are refunded by law. As far as I know it is the protection built into the DD system. Lets face it otherwise it is a blank cheque to companies if they were to abuse it.
Pip
Nobody seems to have said anything about the Direct Debit protection though. As I pay my bill by direct debit it was my understanding that any disputes on payments are refunded by law. As far as I know it is the protection built into the DD system. Lets face it otherwise it is a blank cheque to companies if they were to abuse it.
Pip
I had something similar a few years back for a Porn text service!
I complained to O2 and they insisted it was legitimate and I must have sent an authorisation text. I denied it so they investigated they then agreed that I hadn't sent a text, so they told me to contact the company for a refund I refused on the basis that it was scam and they were the ones sending my money to a scammer. O2 refunded me when I threatened to go to another supplier if they didn't deal with the scam.
I then found there was some sort of regulator for this sort of thing and I complained to them via their website. About 6m went by and I got an email saying the company had received a huge fine (250k IIRC) for multiple offences.
Edited to add.....
Here is the ruling with any details you might need
I am writing to advise you of the outcome of your complaint to PhonepayPlus.
As you may be aware, PhonepayPlus supervises both the content and advertising for premium rate services. PhonepayPlus develops and applies a Code of Practice (the “Code”) to the companies which operate premium rate services. These companies are bound by their contract with the companies that supply them with premium rate numbers to comply with the requirements of this Code.
When you complain about a premium rate service, we look at the information you give us and assess whether the Code may have been breached.
Investigation
PhonepayPlus received 278 complaints from consumers, regarding the Service operated by Digitaun Limited (the “Level 2 provider”).
The Service is a glamour video subscription service operating under the brand name ‘CelltaunBabes’. On a weekly basis consumers receive a Service message containing a link to the video content. Consumers were charged £3 per week for the Service.
In response to complaints about this service, the Executive commenced an investigation, and raised concerns about the operation of the Service.
Agreed Sanctions
It was found that the Service was in breach of the Code.
PhonepayPlus and the Level 2 provider agreed on the following sanctions;
· a fine in the sum of £250,000;
· a formal warning that if the Level 2 provider is found to have charged consumers (including existing subscribers) after the date of this adjudication in circumstances where it does not hold robustly verifiable evidence of their consent to be charged, it may expect a Tribunal to impose higher penalties, including penalties of the utmost severity; and
· a requirement that the Respondent refund all consumers who claim a refund, for the full amount spent by them on the Service, within 28 days of their claim (save where there is good cause to believe that such claims are not valid), and for the Respondent to provide evidence to PhonepayPlus that such refunds have been made.
Refunds
Should you wish to claim or discuss a refund in respect of the cost of any interaction you have incurred to the service, you may contact the Level 2 provider, who have provided the following refund claim contact details:
By Post:
Digitaun Ltd
Regus house
Herons Way
Chester Business Park
Chester
CH4 9QR
By Phone: 01244459699
By Email: support@digitaun.com (please state the affected mobile number and ‘Refund Request’ in the email subject line)
To facilitate prompt resolution of refunds, PhonepayPlus asks that you seek to make your refund claim within 30 days of the date of this letter.
Other matters
You will also be able to view the details of the adjudication on our website www.phonepayplus.org.uk which has now been published.
At PhonepayPlus we are continually looking at ways in which we can improve our service. We would be grateful for your feedback on the service you have received. You can do this by accessing the following link:
http://www.phonepayplus.org.uk/for-consumers/send-...
Yours sincerely
PhonepayPlus
0800 500 212
I complained to O2 and they insisted it was legitimate and I must have sent an authorisation text. I denied it so they investigated they then agreed that I hadn't sent a text, so they told me to contact the company for a refund I refused on the basis that it was scam and they were the ones sending my money to a scammer. O2 refunded me when I threatened to go to another supplier if they didn't deal with the scam.
I then found there was some sort of regulator for this sort of thing and I complained to them via their website. About 6m went by and I got an email saying the company had received a huge fine (250k IIRC) for multiple offences.
Edited to add.....
Here is the ruling with any details you might need
I am writing to advise you of the outcome of your complaint to PhonepayPlus.
As you may be aware, PhonepayPlus supervises both the content and advertising for premium rate services. PhonepayPlus develops and applies a Code of Practice (the “Code”) to the companies which operate premium rate services. These companies are bound by their contract with the companies that supply them with premium rate numbers to comply with the requirements of this Code.
When you complain about a premium rate service, we look at the information you give us and assess whether the Code may have been breached.
Investigation
PhonepayPlus received 278 complaints from consumers, regarding the Service operated by Digitaun Limited (the “Level 2 provider”).
The Service is a glamour video subscription service operating under the brand name ‘CelltaunBabes’. On a weekly basis consumers receive a Service message containing a link to the video content. Consumers were charged £3 per week for the Service.
In response to complaints about this service, the Executive commenced an investigation, and raised concerns about the operation of the Service.
Agreed Sanctions
It was found that the Service was in breach of the Code.
PhonepayPlus and the Level 2 provider agreed on the following sanctions;
· a fine in the sum of £250,000;
· a formal warning that if the Level 2 provider is found to have charged consumers (including existing subscribers) after the date of this adjudication in circumstances where it does not hold robustly verifiable evidence of their consent to be charged, it may expect a Tribunal to impose higher penalties, including penalties of the utmost severity; and
· a requirement that the Respondent refund all consumers who claim a refund, for the full amount spent by them on the Service, within 28 days of their claim (save where there is good cause to believe that such claims are not valid), and for the Respondent to provide evidence to PhonepayPlus that such refunds have been made.
Refunds
Should you wish to claim or discuss a refund in respect of the cost of any interaction you have incurred to the service, you may contact the Level 2 provider, who have provided the following refund claim contact details:
By Post:
Digitaun Ltd
Regus house
Herons Way
Chester Business Park
Chester
CH4 9QR
By Phone: 01244459699
By Email: support@digitaun.com (please state the affected mobile number and ‘Refund Request’ in the email subject line)
To facilitate prompt resolution of refunds, PhonepayPlus asks that you seek to make your refund claim within 30 days of the date of this letter.
Other matters
You will also be able to view the details of the adjudication on our website www.phonepayplus.org.uk which has now been published.
At PhonepayPlus we are continually looking at ways in which we can improve our service. We would be grateful for your feedback on the service you have received. You can do this by accessing the following link:
http://www.phonepayplus.org.uk/for-consumers/send-...
Yours sincerely
PhonepayPlus
0800 500 212
Edited by 98elise on Saturday 13th October 14:14
Except they’ll have made more than £250k from the scam texts - I think, personally, the police should investigate this as fraud.
The regulator takes the complaint and says, “have you asked the service provider for a refund” - so you do, get refunded, and the regulator then refuses to investigate further as you’re not out of pocket
The regulator takes the complaint and says, “have you asked the service provider for a refund” - so you do, get refunded, and the regulator then refuses to investigate further as you’re not out of pocket
essayer said:
Except they’ll have made more than £250k from the scam texts - I think, personally, the police should investigate this as fraud.
The regulator takes the complaint and says, “have you asked the service provider for a refund” - so you do, get refunded, and the regulator then refuses to investigate further as you’re not out of pocket
I agree. In my case it was a £3 charge to receive a text with a link to some porn! How is that even a viable business model? Who would pay for a link to some porn on the internet?The regulator takes the complaint and says, “have you asked the service provider for a refund” - so you do, get refunded, and the regulator then refuses to investigate further as you’re not out of pocket
IMO they use porn so that people won't make a fuss. When I was arguing with my provided the call handler seemed embarrassed to discuss it being a porn site.
Fortunately I don't give a crap so I argued that O2 should refund me as they were the ones helping themselves to my cash. If they choose to do business with scammers that's their problem.
It's the only way anything will be done.
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