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Unexpected phone charge?

Here's what to do if you've spotted an unexpected charge on your phone bill


1. 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 shortcode provided, not to the text message.

2. Check if it is a phone-paid service

Phone-paid services may appear in your bill as any of the below:

  • Charge to Mobile (e.g.: Payforit, Operator billing or Direct-to-bill; allow customers to make purchases charged to a phone bill without sending a chargeable text message, for example buying an app from the Google Play store charged to your phone bill); or
  • phone-paid service numbers and shortcodes (e.g.: SMS shortcodes - five or six-digits long and usually begin with 5, 6, 7 or 8, 118 - directory enquiry numbers, 087 numbers and 09 numbers)
3. Contact the company that runs the service

If you want to make an enquiry about your charge, you should first contact the company that is running the service (also known as the 'service provider').

To find out who is running the service and the contact details of the company, please use our #NumberChecker or contact your telephone provider and ask for the contact details of the service provider.

4. Still need help? Let us help you

Still not satisfied after contacting the service provider? Then please either call us on
0300 30 300 20 (Monday - Friday, 10am - 4pm) or submit an online enquiry.

Before contacting us please make sure you have the following information to hand, otherwise we cannot assist you:

  • the name of the service provider or the phone-paid service number involved 
  • a copy of the text message itself confirming the subscription or the payment
  • any other information on your telephone bill that might help identify the service

 

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