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Mobile phone bill shock
Monday, 16 November, 2009
We only have one mobile phone between two of us, but we're careful about the calls we make.
We have a large cap and I was very upset this month to find that my bill was more than $600. The main culprit was premium services.
What can I do?
Elena Parkehouse, , Australia
 Well the first thing to ask is, were they calls that you did ask for (or make) or is it some sort of con?
If you've entered into a situation knowingly (such as spending a long time listening to a "psychic" on the phone then I guess you have to pay the bill.
Otherwise, have you informed your phone provider that something is wrong/'
If you can't get any help there,, contact the TIO.
Meanwhile, here's some advice from Telstra.
Tips for customers
Telstra has a number of options available to customers to help them manage their use and enjoyment of services like Premium SMS, including some tips to consider before signing up.
Tips customers should consider before responding to Premium SMS Service offers
- Think before you respond to an offer – providing personal information to a third party may leave you open to fraud. Before responding to an unsolicited offer, ask yourself whether any requests for personal information are reasonable and seem legitimate. If you receive an unusual message from a number or name you don't know, or an unreasonable request for information, do not respond.
- Know who the provider is before you sign up – make sure you can identify the company providing a premium SMS service before you sign up. The ‘19 Service Finder’ tool available online via the 19sms.com.au consumer information website can help you identify a service provider. Visit 19SMS (http://www.19sms.com.au/) to access the tool.
- Confirm the costs before you commit – ensure you read the terms and conditions of the service, including ongoing costs, before accepting an offer. For example you should check whether the service has a one-off charge or is an ongoing subscription. Premium SMS providers are required to provide service terms and pricing up-front so that consumers can make an informed purchase. Don’t sign up to a service if this information is not clearly communicated.
- Text ‘Stop’ – if you want to discontinue an ongoing Premium SMS subscription simply send an SMS text message to the Premium SMS number with the word 'stop'.
Options for managing your Premium SMS spend
Telstra provides a number of service options such as barring and monthly spend limits to help customers manage their Premium SMS services usage.
A Premium SMS monthly spend limit applies to all customers by default. Customers can request a higher or lower monthly spend limit or a complete bar on Premium SMS services by calling Telstra on 125111* (Post Paid) or 1258880 (Pre-Paid).
* Calls to this number from a Telstra fixed, Telstra mobile phone or Telstra Pre-Paid service will incur a flat fee of 25 cents.
Paul Zucker
 Reader solutions
Carlo SchisanoPosted: 17/11/2009 re: Mobile phone bill shock Videotape yourself doing a funny dance and that bill will magically disappear??? |