What to do if you receive a premium rate text?
The PSA advises the following if you have been charged for a premium rate text:
- 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.
- Check if it is a phone-paid service
- Contact the company that runs the service
If you want to make an inquiry about your charge, you should first contact the company that is running the service (also known as the ‘service provider’).
You can use the PSA’s number checker to find the details of the service provider here.
Filing your complaint with CommsADR
Please note, to be eligible to make a complaint about a premium rate service, you must have already complained to the company directly in writing and either received a final written response (sometimes known as a ‘deadlock letter’) or given the company eight weeks to respond to your dispute.
If the company ignores or rejects your dispute, you can file it with us FOR FREE. CommsADR will provide a written decision within 90 days.
To learn more about premium rate numbers and charges you can visit https://www.gov.uk/call-charges
To file a complaint with CommsADR, please click here.
Premium rate texts also are known as ‘reverse billed’ messages, are billed to a consumer for receiving texts to their phone. It’s common for a consumer to receive a premium rate text after signing up for subscription services such as weather updates, games or apps. If not resolved quickly, consumers may find themselves with an unexpected hefty bill as each text can cost from £1.50 and up. This guide will help you understand how to complain if you receive a premium rate text.