Nexgen Ltd

[TrishaA]

I'm victim of a scam, Nexgen Ltd have billed me through my phone bill 8 X £4.50 for games I haven't had or signed up for, never imagined a company could just bill you for a service or good you'd not ordered or accessed. Even more shocked this could be done via my phone bill. O2 told me to text STOP to 64055 and email contact@nexgenmobi.com to try and retrieve my money. 

[MI5 · Accepted solution]

@TrishaA community help here https://community.o2.co.uk/t5/How-to-Guides/Have-you-fallen-for-or-been-conned-into-a-premium-rate-s... and here https://payforitsucks.co.uk/ 

O2 petition here https://community.o2.co.uk/t5/Discussions-and-Feedback/Premium-rate-services-petition-to-O2/td-p/118...

[Cleoriff]

@TrishaA

You can also contact customer services https://www.o2.co.uk/contactus and ask for the following bars to be put on your account

• Bar all Direct to Bill Debits
• Premium Bar (calls to premium numbers, 090, 070 etc.

This will avoid this this sort of thing happening again.

[TallTrees]

Hello @TrishaA
I'm quite a new member, luckily I joined the community and read posts about this unacceptable situation that should be stopped, not only by the service provider but by law. Put the bars on asap and try to get your money back. Best of luck.

[TrishaA]

Thank you, I've taken all the advice offered to no avail. O2 would only putting precautions in place so it doesn't happen again and no refund. Nexgen haven't replied to the email address O2 suggested. Seriously thinking of looking for another phone provider, now I know this can happen it will be my first question to new supply. I'm disappointed with O2 to allow this fraud to happen. I'd like to know how Nextgen got my phone number as I don't give it out. Only close friends and family have my number. I hope there hasn't been a breach of data protection.

[MI5]

@TrishaA your number is skimmed off your sim whilst browsing on mobile data.

I would call back again and demand that O2 refund you as we know they take 30% of the proceeds from these scams!!

[Payforit_Sucks]

@TrishaA

It might be worth reminding O2 of their obligations under the Payforit rules.

and of the fine wordson their website

A failure to meet these obligations could be used as the basis of a formal complaint, which could ultimately go to the ombudsman if not resolved.

You ask how your number was obtained. When you access the internet using mobile data (as opposed to WiFi) and you visit the websites of certain "trusted partners" O2 will provide your phone number to the "partner" via the Payforit API. A full explanation of how Payforit works is here. You can prevent your number from being leaked by the Payforit API, either by using WiFi or by using a VPN.

There is an argument tht the way in which O2 are leaking your number could be a breach of the GDPR.

More information on this, together with a template letter of complaint here.

[TrishaA]

I don't even use my phone from browsing, the screens too small for me to see properly on my iphone, only use it for texting. I alerted my bank when I received the initial text thinking the payment would come out of my bank account or credit card, they assured me once the money was taken they would take action and refound me. Unlike o2, I never thought it was possible to charge to my phone. I'm a pensioner on low income and this has caused me alot of stress plus financial loss I could do without. I will continue to fight even if out of principal and now knowing O2 get 30%. Thank you for your help and support, I will keep you updated of the outcome.

[Cleoriff]

@TrishaA

Yes please keep us updated. I can well imagine how much stress this has caused you.

Some great advice above from @Payforit_Sucks.

Hope it soon gets sorted.

[TrevorMatthews]

Just had exactly the same problem.

Two charges of £4.50 taken without permission.

O2 have now blocked all premium services on my 3 accounts.

I have reported this to the PSA as mentioned on this forum.

Also ActionFraud should be notified.

I also emailed nexgen and was told this was a legitimate charge and I would not be getting a refund.

I have asked for their address so legal proceedings can be taken against them.

I haven't heard back.

I will get the info from the other links on the forum.

O2 have given me £9 as a gesture of goodwill.

It started at £5 and then went up to £10 but I told them I simply want the £9 back.