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I've been charged, what next?

If you have an unexpected charge on your phone bill, it may be from a phone-paid service.

There are several steps that you can take to find out what the charge is and who it is from.

First, contact the service provider. You can use our Service checker to find their customer service contact information, by putting the number listed on your bill into our website. The service provider should be able to explain the charges and advise you if you want to stop any recurring charges. If you believe you are entitled to a refund, these are the people to talk to in the first instance. Learn more about refunds.

If you can’t find the details of the service provider in the first instance, contact your Mobile Network Operator to ask about the charge. They will be able to provide more information about why you were billed and what the charge was for. They can also advise on stopping future charges if you do not wish to continue to be billed.

Once you’ve done all the above, and if you are still unsatisfied with the outcome, you can contact us for further information or to report an issue with a phone-paid service.

Please note we are a regulator, not a refunds service or ombudsman. We aren't here to take up individual cases or pursue refunds. We look at issues at a market-wide level. Your information and experience can help us to resolve problems in the phone-paid services market.

Don't ignore texts from service providers
Service providers are required to contact you to inform you of any charges. These messages aren't spam!
It's important to read them and understand them. Also bear in mind: you can text the service provider to stop charges, but don't just hit reply. Text 'STOP ALL' to the number which they give you.