What Are Premium Rate Phone Charges and Text Messages?
What Are Premium Rate Phone Charges and Text Messages?
Premium rate phone charges are extra-high costs applied to certain phone numbers and text message services. Unlike standard calls or texts, premium rate services charge you more – sometimes much more – for connecting to specific numbers or sending particular texts. These charges can appear on your mobile, landline, internet, or TV bill, often alongside your regular usage.
What Are Premium Rate Numbers and Texts?
Premium rate numbers usually begin with prefixes such as 09, 118, or certain 087 and 084 numbers. Text messages that cost more than your standard rate – often used for competitions, voting, or charity donations – are also considered premium rate. These services are regulated in the UK by the Phone-paid Services Authority (PSA) to ensure transparency and consumer protection.
How Do Premium Rate Charges Appear on Your Bill?
Premium rate charges are typically listed separately on your bill, making them easier to identify. You might see them described as “premium rate service,” “third party charges,” or with the specific number you called or texted. If you spot an unfamiliar or unexpectedly high charge, it could be due to a premium rate service. For more help with understanding your bill, see our guide to disputing phone, internet, or TV bills.
Common Examples and Typical Costs
Premium rate services include:
TV voting lines (such as for reality shows)
Charity donations by text
Adult entertainment lines
Directory enquiry services (like 118 numbers)
Information or horoscope lines
Competitions and quizzes
Costs for these services vary. For calls, you might pay a service charge (set by the service provider) plus an access charge (set by your phone company). For example, a directory enquiry call could cost several pounds per minute, while a competition text might cost £1.50 or more per message. Always check the advertised cost before calling or texting.
Why Are Premium Rate Charges Higher?
Premium rate numbers and texts are designed to cover not just the cost of connecting the call or sending the message, but also to pay the service provider for the content or service being delivered. This is why they’re much more expensive than standard calls or texts. Regulations require service providers to make these costs clear before you use the service.
How to Recognise and Avoid Unexpected Premium Rate Charges
To avoid surprise charges:
Look for numbers starting with 09, 118, 087, or 084, and check the rate before calling.
Be cautious with text messages that ask you to reply to short codes (usually five-digit numbers).
Read the small print on TV shows, adverts, or websites before participating in competitions or voting.
Review your bill regularly for any unfamiliar or high-cost charges.
If you believe you’ve been wrongly charged or didn’t authorise a premium rate service, you have the right to challenge it. Learn more about your options for disputing phone, internet, or TV bills.
Your Rights When Challenging Premium Rate Charges
Your Rights When Challenging Premium Rate Charges
When you notice unexpected or unfair premium rate charges on your phone, internet, or TV bill, it’s important to know your rights as a consumer. UK law offers strong protections to help you challenge these charges and seek a fair outcome.
What Are Your Consumer Rights?
You are protected by the Consumer Rights Act 2015, which sets out your rights when buying goods and services – including premium rate phone services. This law ensures that services must be provided with reasonable care and skill, and that information about pricing should be clear and upfront. If you believe you’ve been wrongly charged, you are entitled to dispute the charge and request a refund or correction.
When Can You Dispute a Premium Rate Charge?
You can challenge a premium rate charge if:
The charge is incorrect: For example, if you’ve been billed for a service you didn’t use or for a higher amount than advertised.
You didn’t authorise the charge: This could include situations where someone else used your phone without your permission, or if your phone was lost or stolen.
The fees seem unfair or unclear: If the cost was not clearly explained before you agreed to the service, or if extra charges were added without your knowledge.
If you’re unsure whether a charge is justified, review your bill details and any messages or agreements you received at the time.
Time Limits and Evidence
It’s important to act quickly. Most service providers require you to raise a dispute within a specific timeframe – usually within 30 to 60 days of receiving your bill. Check your provider’s terms and conditions for exact deadlines.
When making a complaint, gather any evidence that supports your case. This may include:
Copies of your bills
Records of text messages or call logs
Screenshots of advertisements or service terms
Any correspondence with your service provider
The more information you can provide, the easier it will be to resolve your complaint.
Your Right to Clear Information
By law, your service provider must give you clear and accurate information about any premium rate charges before you are billed. This includes:
The total cost of the service (including VAT)
How the charges will appear on your bill
How to unsubscribe or stop the service
If you feel the information was misleading or incomplete, this strengthens your case for disputing the charge.
Data Protection During Disputes
While challenging a premium rate charge, your personal data should be handled securely and fairly. You can learn more about your rights to privacy and data protection during these processes, ensuring your information is only used for resolving your complaint.
The Role of the Regulator
Ofcom is the UK’s official regulator for communications services, including premium rate phone lines and texts. Ofcom sets rules to protect consumers from unfair practices and can investigate complaints that are not resolved by your provider. If your service provider does not resolve your complaint to your satisfaction, you have the right to escalate your case to Ofcom for further review and support.
By understanding your rights and acting promptly, you can challenge unfair or incorrect premium rate charges and protect yourself from future issues. If you need more detailed guidance, consult the Consumer Rights Act 2015 or contact Ofcom for help with your complaint.
How to Check Your Bill for Premium Rate Charges
How to Check Your Bill for Premium Rate Charges
Reviewing your phone, internet, or TV bill carefully is the first step in spotting and challenging any premium rate charges. These charges often appear for services such as competition entries, voting, adult content, or subscription services. Here’s how you can check your bill and what to look out for:
Step-by-Step Guide to Reviewing Your Bill
Get a Copy of Your Bill
You can usually access your bill online, through your provider’s app, or request a paper copy. Make sure you have the most recent bill and, if possible, previous ones for comparison.Look for Premium Rate Numbers and Services
Premium rate charges might appear under headings like “third-party services,” “premium rate services,” or “additional charges.”On phone bills, check for numbers starting with 09, 118, 0871, or shortcodes (usually five or six digits).
On TV or internet bills, look for pay-per-view content, competitions, or interactive services.
Check for Unexpected or Suspicious Charges
Ask yourself:
Do you recognise all the numbers or services listed?
Are there any charges for services you did not request or use?
Are there recurring charges that look like subscriptions you didn’t knowingly sign up for?
Premium rate services are regulated by the Phone-paid Services Authority (PSA), and providers must clearly identify these charges on your bill.
Compare with Past Bills
Look for new or increased charges compared to previous months. This can help you spot subscriptions or one-off charges you weren’t aware of.
Identifying Suspicious or Unexpected Charges
Be alert for:
Charges from unknown companies or services.
Repeated charges at regular intervals (weekly or monthly) that suggest a subscription.
High charges for short calls or texts.
Charges for “content services” or “information services” you don’t remember using.
If you find anything you don’t recognise, make a note of the date, amount, and description as it appears on your bill.
Keeping Records for Disputes
If you need to dispute a charge, having good records will help your case.
Save all your bills: Keep digital or paper copies, especially those showing the disputed charges.
Log your calls and texts: Note the numbers, dates, and times of any premium rate calls or messages.
Take screenshots: If using an online account or app, take screenshots of the relevant charges.
Under the Consumer Rights Act 2015, you have the right to challenge charges for services you did not authorise or that were misrepresented to you. Keeping detailed records will support your complaint.
Using Your Provider’s Online Account or App
Most providers offer online accounts or mobile apps where you can:
View recent and past bills.
See itemised charges, including premium rate calls, texts, or services.
Set up alerts for high charges or unusual activity.
Download or print your bills for your records.
Using these tools regularly can help you spot problems early and take action quickly if something doesn’t look right.
By following these steps, you’ll be better equipped to identify premium rate charges on your bill and gather the evidence you need if you decide to challenge them. If you’re unsure about any charge, contact your provider for clarification before taking further action.
How to Make a Complaint About a Premium Rate Charge
When you notice a premium rate charge on your phone, internet, or TV bill that you believe is unfair, incorrect, or unexpected, it’s important to act quickly. Here’s a step-by-step guide to making a complaint and getting the issue resolved.
1. Contact Your Service Provider First
Your first point of contact should always be your service provider (such as your mobile network, landline, or broadband company). Explain the issue clearly and ask them to investigate the charge. Service providers are required by Ofcom rules to handle complaints fairly and in a timely manner.
2. Provide Clear Details
When raising your complaint, make sure you have all the relevant information to hand. This includes:
The date and time the charge appeared on your bill
The phone number or service number involved (for example, the number that sent or received the premium rate call or text)
The exact amount of the disputed charge
Any reference numbers or account details
The more detail you provide, the easier it will be for your provider to trace the charge and review your case.
3. Request a Refund or Correction
If you believe the charge is incorrect or you did not authorise it, ask your provider to remove the charge or refund you. Make it clear if you think the charge is a result of a mistake, misunderstanding, or potential scam. Under the Phone-paid Services Authority’s Code of Practice, providers must investigate complaints and, where appropriate, offer refunds for unauthorised or misleading charges.
4. Keep a Record of Your Complaint
Always keep a record of your communications with your provider. This includes emails, letters, call logs, and any responses you receive. Note down the dates, names of people you speak to, and the details of what was discussed. This evidence will be important if you need to escalate your complaint later.
5. Escalate to the Regulator if Unresolved
If your provider does not resolve your complaint to your satisfaction within eight weeks, or if you receive a final response that you are unhappy with, you can take your complaint further. The Phone-paid Services Authority (PSA) regulates premium rate services in the UK and can help investigate unresolved issues. The PSA provides clear instructions on how to submit a complaint and what information you’ll need. They will allocate you a complaint reference and keep you updated on your case.
For a step-by-step guide on the overall process, including tips for gathering evidence and what to expect from your provider, see our advice on how to dispute a phone, internet or TV bill.
By following these steps and knowing your rights, you can challenge premium rate charges confidently and help protect yourself from future issues. If you’re unsure about the legitimacy of a charge or need further support, don’t hesitate to escalate your complaint to the appropriate regulator.
Protecting Yourself From Premium Rate Scams
Premium rate scams can catch anyone off guard, leading to unexpected charges on your phone, internet, or TV bill. These scams often involve tricking you into calling or texting expensive numbers, or subscribing to premium services without your clear consent. Understanding how these scams work and knowing how to protect yourself is essential.
Common Premium Rate Scams
Some of the most frequent scams include:
Missed Call Scams: You receive a missed call from an unknown number. When you call back, you’re connected to a premium rate service, resulting in high charges.
Unsolicited Text Messages: These may offer prizes, ringtones, or competitions, but replying or clicking a link can sign you up for costly subscriptions.
Subscription Traps: Sometimes, entering your number into a website or responding to a text can enrol you into a recurring premium rate service without your full understanding.
Impersonation Scams: Scammers may pose as legitimate companies or even government agencies, asking you to call a premium rate number for “urgent” reasons.
How to Spot and Avoid Premium Rate Scams
It’s important to stay alert and cautious. Here are some ways to identify and steer clear of scams:
Check unfamiliar numbers: Premium rate numbers in the UK often start with 09, 0871, 0872, 0873, or 118. Be wary if you don’t recognise the number.
Don’t respond to unsolicited texts: If you receive a message from an unknown sender, especially one asking you to reply, ignore or delete it.
Look for hidden terms: Always read the small print before entering your phone number online or signing up for competitions, offers, or downloads.
Be sceptical of urgent requests: Scammers often create a sense of urgency to pressure you into acting quickly without thinking.
Use call-blocking features: Many phones and providers allow you to block certain numbers or types of calls.
For more expert tips on spotting and avoiding scams, including those involving premium rate numbers, it’s worth familiarising yourself with common warning signs.
What to Do If You Suspect a Scam
If you think you’ve been targeted by a premium rate scam:
Do not respond further: Avoid replying to suspicious texts or calls.
Check your bill: Look for any unfamiliar charges or subscriptions.
Contact your service provider: They can help you identify the source of the charge and may be able to block further premium rate services.
Keep records: Save any messages, phone numbers, or details related to the scam.
Reporting Premium Rate Scams
Reporting scams helps protect you and others. In the UK, you should:
Report premium rate phone or text scams to your service provider.
You can also report suspicious premium rate services to the regulator, the Phone-paid Services Authority (PSA), who oversee premium rate services and ensure providers follow the rules.
The PSA has strict guidelines requiring all premium rate services to be clear about their costs and terms. If you believe these rules have been broken, or you’ve been misled, reporting the issue can help stop the scam and may assist you in getting a refund.
Tips to Stay Safe
Never share personal details with unknown callers or in response to unsolicited texts.
Regularly review your phone bills for unfamiliar charges.
Use your provider’s tools to block premium rate numbers if you don’t use them.
Educate friends and family about common scams, especially those who may be more vulnerable.
Register with the Telephone Preference Service (TPS) to reduce unwanted marketing calls.
By staying alert and knowing how to respond, you can protect yourself from premium rate scams and avoid unnecessary charges. If you’re ever unsure, seek advice before acting, and don’t hesitate to report suspicious activity.
What to Do If Your Mobile Phone Is Lost or Stolen
If your mobile phone is lost or stolen, it’s important to act quickly to reduce the risk of unauthorised premium rate charges appearing on your bill. Criminals can use a lost or stolen phone to make expensive calls, send premium rate texts, or sign up for costly services – all of which could leave you facing unexpected charges.
Report the Loss Immediately
As soon as you realise your phone is missing, contact your mobile network provider. They can block your SIM card and device, preventing anyone from making calls, sending texts, or accessing premium rate services. Most providers also have procedures to help you secure your account and may be able to blacklist the handset so it can’t be used on other networks.
You should also report the loss or theft to the police. This creates an official record, which can be useful if you need to dispute fraudulent charges or make an insurance claim. The police may provide a crime reference number, which your provider might request.
For a step-by-step guide on protecting your account and minimising the risk of further charges, see what to do if your mobile phone is lost or stolen.
Protecting Your Account and Preventing Further Charges
After reporting your phone as lost or stolen, take these additional steps to safeguard your information and finances:
Change passwords for any accounts accessed from your phone, such as email, banking, or social media.
Monitor your bills closely for any unusual or unauthorised premium rate charges.
Inform your bank if you used mobile payment or banking apps, in case your financial details are at risk.
Disputing Fraudulent Premium Rate Charges
If you notice premium rate charges on your bill that occurred after your phone was lost or stolen, contact your provider as soon as possible. Explain the situation and provide evidence, such as the date you reported the loss and your crime reference number. Your provider should investigate and may remove charges that were made fraudulently.
Under the Fraud Act 2006, using someone else’s phone without permission to obtain services or money is a criminal offence. If you believe you’ve been a victim of fraud, mention this to your provider and the police, as it may support your claim.
Practical Tips
Keep your phone’s IMEI number (usually found under the battery or by dialling *#06#) in a safe place. You’ll need this when reporting the loss.
Set up a PIN or biometric lock on your device to make it harder for others to access your information or use premium rate services.
Consider insurance that covers unauthorised use, as some policies will reimburse you for fraudulent charges after a loss or theft.
Taking swift action can help limit your liability for any unauthorised premium rate charges and give you the best chance of recovering your losses. If you need more detailed guidance, review what to do if your mobile phone is lost or stolen for practical steps and further support.
Managing Payment Difficulties While Disputing Charges
If you’re facing payment difficulties because of a disputed premium rate charge, it’s important to act quickly to protect your services and your credit record. Here’s what you should do if you’re struggling to pay your phone, internet or TV bill while challenging these charges.
Speak to Your Provider Early
Contact your service provider as soon as you realise you may have trouble paying your bill. Explain that you’re disputing a specific premium rate charge and ask about the support they can offer. Providers are required by Ofcom regulations to treat vulnerable customers fairly and may be able to offer payment plans, give you more time to pay, or temporarily suspend collections on the disputed amount.
When you contact your provider, make it clear which part of the bill you’re disputing and which parts you accept. Keep a record of your communications, including dates and the names of people you speak to.
Continue Paying Undisputed Amounts
Even while your complaint is being investigated, you should continue to pay any part of your bill that you do not dispute. Failing to pay the undisputed amount could lead to service restrictions, additional charges, or a negative impact on your credit score. Only the sum you are formally disputing should be withheld, and you should tell your provider in writing that you are doing this because the charge is under investigation.
Request a Payment Plan or Support
If you’re unable to pay the full undisputed amount, ask your provider if they can offer a payment plan or other support. Many providers have dedicated teams to help customers in financial difficulty. They may be able to spread your payments over a longer period or offer other forms of assistance.
Get Additional Help and Advice
Managing bills during a dispute can be stressful, but help is available. For more detailed guidance on what to do if you’re struggling to pay your phone, internet or TV bill, including information on your rights and further steps you can take, see our dedicated advice page.
Remember, you have the right to challenge charges you believe are incorrect or unfair, and your provider must not disconnect your service solely because you are disputing a charge – provided you continue to pay the undisputed amounts. If you need further support, consider reaching out to a free debt advice service for confidential help.
