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Unauthorised Content Services charge

I received a unauthorised charge to my account and called Customer Service and spoke to a nice lady named Manik. She explained to me what the charge may have been for and I told her it was fraudulent. She said she would file a complaint, block the company from charging me again and reimburse the $9.09. She also said she would send me a text message confirmation, but as of now, no reversal, no text, nothing! Has anyone else had this problem and could you tell me what you did to ensure the issue was resolved? I'd prefer not to call and be placed in a que again, but I also don't feel I should pay for something I didn't authorise. 

 

 

 

 

 

 

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Occasional Contributor
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Re: Unauthorised Content Services charge

Yep. On the first day after we transferred a mobile service into Optus we got charged 2 x $6, never had the issue before with any other provider. They didnt offer to refund either.

My wife received the txts and had no idea you needed to reply with STOP.

I logged into the online account and set premium services to $0.

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RetiredModerator
RetiredModerator

Re: Unauthorised Content Services charge

@cbd6  -Thanks for getting in touch with us, quite disappointing to hear you haven't received any confirmation. I can look into this for you. Would you be able to send through your mobile number, full name and DOB via PM? 

@ChocTop - We can dispute those charges for you, generally speaking we send a referral to the company that has initiated the text messages/premium content and they make contact with you. Usually they're quite happy to place a refund onto your Optus account. If you'd like us to investigate further would you also be able to send through a PM with your contact details? Happy to help out 🙂 


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Re: Unauthorised Content Services charge

I have been receiving text messages since the begining of the year stating a charge of $6 will be applied to my bill and they are coming up as content charges, and I've never signed up for anything. I have seen on mycrowd that this has been common with optus customers only, and we all seem to have the same issue.

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Re: Unauthorised Content Services charge

Hey @C3, thanks for reaching out. I've copied a response I'd posted from a similar thread. Hopefully it's of some use to you. 

 

We do understand the concern and changes are being made in response to customer feedback. I'd suggest checking out the following threads. 

 

https://yescrowd.optus.com.au/t5/Blog/Changes-to-Third-Party-Content-Charges-for-Optus-Postpaid-and/...

 

https://yescrowd.optus.com.au/t5/Blog/Changes-to-Third-Party-Content-Charges-for-Home-Wireless/ba-p/...

 

The change has now taken effect however it's important to note that 

 

If your existing subscription was set up prior to 31 January 2018 (whether you'd internationally subscribed or not)  will continue to be charged to your Optus bill or deducted out of your Prepaid credit. There is no change to such existing subscriptions charged by Optus on behalf of the Third Party Content Providers.

 

For the moment, we'd suggest jumping onto live chat → www.optus.com.au/livechat/pmobiYou'd need to ask the consultant to action the following for you.

 

  • Ask that they set your Premium SMS spend limit to $0.00. This prevents any third party provider from charging your Optus account.
  • Ask that they raise a dispute with MIA Sphere Live. We're looking at a contact time-frame of 2-3 working days. Once the refund has been approved, it'll be credited back into your Optus account by the time your next invoice is due to come through.
  • We suggest paying the difference between the content charge and your monthly access fee. You will not be penalised whilst a dispute is in progress. 

If you need us to follow up on your refund, message us back here and we'll gladly help out

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