I've been charged, what next?

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If you have an unexpected charge on your phone bill, it may be from a phone-paid service. One way to check this is to look up the number in our Service checker.

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

  1. First, contact the company listed on your bill. The company providing the service should be able to explain the charges and stop any unwanted charges. Our Service checker will give you contact details for the service provider.
  2. If you can’t find the contact details of the company in our Service checker, contact your network operator (e.g. Vodafone, EE, BT, Talk Talk) to ask about the charge. They will be able to provide more information about what the charge was for. They can also advise on stopping future charges if you do not wish to be charged again.

If you believe you are entitled to a refund, talk to the service provider who charged you in the first instance. Learn more about refunds.

If you wish to report the service to us or would like further information, you can contact us.
Please note we are a regulator, not a refunds service or ombudsman. We aren't here to take up individual cases or give or get you a refund. We look at issues across the market. 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. Click to tweet

Can I stop the charging of a phone-paid service?
Yes, 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.

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