PJCNET

A few days ago I got a message on my mobile phone from Virgin Mobile (UK) saying that I was low on credit despite recently topping it up and not using it since.

I called Virgin who explained that a company called "2 ERGO" has been charging me for a premium SMS service at £1.50 for each an every SMS received. Luckily I was on pay a you go and after being charged £9 I had no credit left, if I was on contract I wouldn't have found out until I got a massive bill. Well here is my problem:

1. I most certainly haven't, wouldn't and never would use a premium or paid SMS service as I think they are a rip off. My phone is always safely in my pocket and only I use it.
2. I haven't received a single SMS, except from my friends, if I'd received a premium SMS, I would have cancelled the so called service immediately. I can confirm this by my SMS inbox.

I complained to Virgin pointing out the above 2 points explaining that it's a scam and that they should protect me against this as my service provider, but they insisted that it's not their problem and I should contact "2 Ergo" to complain, I really think Virgin should do more than this.

I called "2 Ergo" and put forward my complaint, but they insisted that Virgin had put me in contact with the wrong company and I should contact "BCH Digital" as it's them who have taken the money from my account.

I called "BCH Digital" who at first insisted it had nothing to do with them, but when I continued to complain they said that they had removed me from the service. It's funny how they could do this, when it had nothing to with them? I at least then received an SMS saying I had been unsubscribed, sent from "FREESMS", but I had still be ripped off £9 illegally and I rightfully wanted my money back out of principle if nothing else as I don't want these people to continue to get away with this. They then told me the company who took my money is "Grab A Grand", their client and advised me I have to complain to them. Until then I hadn't even heard of "Grab A Grand", I think it's a TV show, but I certainly have never watched it let alone subscribed to it.

I called "Grab A Grand" and put forward my complaint. They insisted that I had subscribed, basically calling me a liar. They also insisted that I had actually received all their premium SMS messages, which I most certainly hadn't. I insisted that I wanted my money back as they had illegally ripped me off, but they denied this and took my name and address telling me that complaints procedures would come in the post in about 2 weeks. Obviously this is very unacceptable. At this stage I had lost £9 plus about £2 in call charges trying to sort the problem out. I'm also worried to top up my mobile again as what's stopping this from happening again?

Upset and very annoyed I called to Phonepay Plus, the official regulator for Premium SMS services. They asked me for the 5 digit SMS code that I had received my SMSs from. I explained that I hadn't received a single premium SMS although I'd been charged for them without my knowledge or consent, but they said that they couldn't process my complaint without this code and that my service provider, Virgin will definitely be able to provide me with this code.

I called Virgin a 2nd time and asked them to provide the 5 digit code for the company who had charged me for the premium SMSs. Virgin said they couldn't give me the code. I insisted, telling them that the regulator told me you have to give it. Virgin said they don't know why, but it's just not coming up with a code. They explained that they have never had this problem before.

I called Phonepay Plus a 2nd time and they still insisted for the 5 digit code. I insisted that they help me and asked them to advise me what to do as they are the official regulator. They finally logged my complaint after a lot of arguing, but told me that I have to wait for "Grab A Grand" to send me details first and to follow through their complaints procedure. I explained how this is unfair when I haven't even heard of or dealt with "Grab A Grand" and this is obviously some sort of illegal scam, but they insisted that I still have to follow the complaint through first. They advised me not to top up for at least 3 days since cancelling as it can still remove money from my account, they couldn't advise me a way to stop this happening again in the future.

I'm now left waiting for details from "Grab A Grand" which they may or may not send. I've searched for and visited their website which is called "The Daily Million" at http://www/crackthvault.tv. It looks as though you can enter and basically put in anyone's mobile phone number for receiving premium SMS messages. I can't confirm this as I obviously don't want to my number in there. If this is the case, this is terrible and they should be shut down until they use security. If they do use adequate security, then I suspect someone at the company is operating this scam.

I will add comments with any updates as I pursue this complaint. If you have similar problems in the United Kingdom, you can report them to http://www.grumbletext.co.uk, "Grab A Grand" have been complained about before, although at least these people actually got the SMSs and could cancel immediately. You can also get in contact with the regulator, Payphone plus at http://www.phonepayplus.org.uk.

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