@KayBeeSp @Penny7 @RachNotts @WMJ
In the absence of a steer from O2 staff, we’ll try to offer some advice on the assumption that O2 won’t help. (This may not be true as a few consumers have reported being refunded by O2. Maybe it depends on who you are and who you speak to).
This has the appearance of a “scam gone wrong”. They probably only intended to make a single charge to each number, hoping and expecting that many of the texts and charges would not be noticed or challenged. That’s usually how these scams work. Although each consumer loses very little, if enough consumers are sent the texts, it can be very profitable.
The fundamental problem here is that O2 are allowed to operate as a payment processor (like Paypal), but without any of the safeguards required by the PSD2 regulations. Paypal are legally required to properly authenticate payments, and to provide a means of disputing unrecognised or unlawful charges. The exemption from PSD2 enjoyed by the telecom companies is, in our view, being abused by O2.
The standard response of O2 to these scams is to say that they are nothing to do with them and refuse to get involved. It is very clear in this case that a large number of O2 customers have received substantial fraudulent charges, and we would hope that O2 would recognise that they need to get involved and sort this out for their customers.
If O2 won’t help, you will need to take action yourself. Because this has happened at the weekend, many steps will not be possible until Monday. Register a complaint with the Phone-paid Services Authority. This can be done online here: https://psauthority.org.uk/for-consumers/report-an-issue It is not true that you have to contact the service provider first. Making these charges without consent is a clear breach of the Code of Practice and should be reported, regardless of whether or not you ultimately receive a refund.
You should then try to contact the “service provider”, Mobclix Media Ltd. Details below.
Customer care number
02032913904
Customer care email
customer.service@freeb.me
Customer care website
http://www.freeb.me/terms_conditions
Postal address
Moblix Media Limited
1 City Road East
Manchester
M15 4PN
United Kingdom
Service providers are only required to provide customer service during working hours Monday to Friday.
The 84222 shortcode is actually operated by a payment aggregator called Tap2Bill. This company has been involved with numerous other scam services in the past, but has somehow managed to escape the scrutiny of the regulator. Make sure that you also complain to them. Details below.
Customer care number
03330030599
Customer care email
customer.service@tap2bill.com
Postal address
Tap2Bill Limited
5 St. John's Lane
Farringdon
London
EC1M 4BH
United Kingdom
It is important that consumers realise that the phone companies allow third parties to place charges on your bill without any proof of your consent. There are “rules” in place which are supposed to be followed and should protect against fraudulent charges. However, nobody is responsible for checking that these rules are obeyed. New rules introduced in November 2019 have done much to reduce the incidence of fraud. However, there is nothing to stop these scam companies making fraudulent charges, because nobody checks. It is our view that if O2 want to process third party payments, they should be subject to the same FCA regulation as everyone else.
Make sure that you ask O2 to bar all third party charges on your account. For a full explanation of why this is important, look here: https://psconsumers.org.uk/why-you-need-a-charge-to-mobile-bar/
We stand ready to help consumers affected by these charges. Contact us here: https://psconsumers.org.uk/contact/.
I’ll try to respond to some of the more specific points in your posts later today.
Paul
