I-mode charges on bill

[BALLYCOTTON]

I've been on to you 3 times now to try and cancel a weekly subscription to i-mode of €1.21 on my phone. I don't know what it's for and i'm getting nothing!. I also keep getting weekly texts from o2 saying " your charge to mobile purchase of €1.49 has been successfully applied" From o2????? What is this???No charge on bill weekly for this just the €1.21.  

3 times you've told me you've emailed the party to stop and it's not stopping. There's no reply number to text stop to just o2 at header.

HELP PLEASE!

[O2_Sheena O2 Team · Accepted solution]

This was for a subscription service you chose through your phone. I'm getting the details on this checked now.

[BALLYCOTTON]

Was on to Conor on chat and he said it would be off within 24 hours?

[O2_Sheena O2 Team]

Perfect, yes I can see here that he was onto that department directly after chatting to you so this will all be fixed within a day

[BALLYCOTTON]

Sheena,

I was onto Daryll on the chat today as these charges have started again but now say they are for o2 games unlimited and he says i downloaded an app?

BOKU emailed me after my last encounter and cancelled any subscription charges attached to my mobile,  then a week later my latest 1 came in for games unlimited.

That's 7 weekly charges since 24th Jan of €1.21

I am not downloading apps on my phone . All i do is read my emails and check my facebook.

Could i be doing something unintentionally by doing this.

I've contacted BOKU again this morning to query their latest charge. 

There is no number to text "stop" to on any of these texts. They say they are from o2 at the top.

Any other suggestions apart from contacting Comreg if it continues?

[O2_Lisa Community Manager]

Thanks Ballycotton, sorry this is still reoccurring. When you contacted BOKU today what did they advise?

[BALLYCOTTON]

They haven't come back to me yet. Previously they emailed to say all subsctiption services to my number were stopped, but then 4 days later a different 1 appears  and same charge and exactly 1 week after previous texts which come 7/8 days appart.

[O2_Lisa Community Manager]

Thanks.
You will have too wait until BOKU get back to you regarding this. Then if it is persisting you will need to contact Comreg take a look here www.phonesmart.ie

[BALLYCOTTON]

Contacted BOKU on 7th March and their site is still saying they are processing my request on 17th. Since then another €1.49 charged to my o2 account on Fri 16th!!!. Can o2 not block these charges until i get some kind of answer from BOKU?

Could you email me all the chats i've had regarding this to my email so i can send them to Comreg on Tuesday?

[O2_Lisa Community Manager]

Sorry to see this issue is still ongoing. In order to get the chats you would need to send in a letter with this request, for it to be processed.I see you have emailed us you could send that to Comreg, what Comreg would need is your emails to BOKU not to us.

[BALLYCOTTON]

Thanks. I've done that. Will let you know how i get on as this is really annoying and becoming expensive too.

[BALLYCOTTON]

BOKU came back to me today saying that all services to my mobile number have been blocked due to my previous request and that i shouldn't be getting charged. I was charged again on 16th March and have forwarded my complaint to Comreg. Are you sure the charges are originating through BOKU now???

[O2_MichelleMc Community Manager]

Yes we are sure. Let us know how you get on with Comreg

[BALLYCOTTON]

can o2 not stop the charges now that i have highlighted it to you as an issue?

[O2_MichelleMc Community Manager]

I'm afraid only the third party can stop the charges. 

[BALLYCOTTON]

I've been onto Comreg and they say there has to be a 5 digit code that boku are using to take this money from my account?

Can you please supply me with this.?

The texts that are coming from O2 to say that i have been billed for a service have to come by way of a reverse charge from BOKU

I need all the information i can get from you for Comreg as otherwise i cant get this stopped and BOKU are denying anything being subscribed to my  number!

Help please!

[O2_Sheena O2 Team]

I'm getting this checked out for you here, I should have an update tomorrow

[BALLYCOTTON]

thanks Sheena!

[BALLYCOTTON]

Any update yet Sheena?

[O2_Conor Moderator]

Hi. These 5 digit codes would only apply to subscription texts but these i-mode subscriptions would be a ringtone or wallpaper downloaded to your phone regularly. They wouldn't send a premium text to your phone. Were Boku not able to stop this subscription for you? If you visit the website where this was subscribed to you should be able to deactivate the subscription too.

[BALLYCOTTON]

Conor,

BOKU say i am not subscribed to anything using my number since the first time i contacted them. I have another text from O2 again this morning saying that "my charge to mobile purchase of €1.49 for O2 games unlimited has been successfully applied for" . So what am i buying now?????

 I will be onto Comreg again this morning because I am not buying games either.

 I asked in my last message for the deails of who is charging me now and what i am being charged for: can i have the details  please?

The text changed last week to O2 games unlimited so O2 must have something to do with it!!!

Get it stopped!

Susan

[O2_MichelleMc Community Manager]

Hi

You had a subscriptions to O2 Games unlimited for EA. I have cancelled the subscription for you now. 

[BALLYCOTTON]

Since when?

Funny how it started when BOKU said they had stopped?

I never subscribed to any of this!

Comreg have been informed as i am totally frustrated at this whole series of events and it has cost me €14.90 since 24th Jan 2012.

[O2_MichelleMc Community Manager]

It can only be subscribed to through the internet on the phone on the o2 mobile site. All we can do here is check for any subscriptions to these services and unsubscribe you from them  upon request

[BALLYCOTTON]

If you check back our conversations you'll see i've been asking you to find out what ir is for10 weeks. Up til today you were blaming BOKU when it's been O2 probably all along.

Ridiculous situation.

So how do i gat my money back? I didn't subscribe to any of these.

Susan