Mobile phone operators have introduced mobile payments in addition to text messages and service numbers. These mobile payments have come as a surprise to many. Users do not need to register or login separately to make mobile payments. Careless clicks on a mobile can therefore result in unwanted surprises on an invoice.
Mobile payments can be used on websites or applications, with the charge for purchases being included in the invoice for the subscription. Mobile payments are accepted by clicking on the payment button. The mobile telephone operator identifies the payer on the basis of the mobile device´s SIM card. The maximum charge per individual transaction is €60.
Some useful tips on problems with mobile payments:
To prevent mobile payments, activate a service block provided by your operator. Service blocking is particularly recommended if other people in addition to you, such as children, use your mobile phone or a tablet with a SIM card. Blocking will prevent nasty surprises.
If you have not been clearly informed that a service was subject to a charge, or that the invoice for a purchase was incorrect, take the following steps:
- If you believe that an invoice is groundless, file a complaint with the vendor or your operator. The operator is obliged to prove when and how the order was placed and for what services the bill was sent. You cannot be held liable for any costs that the vendor failed to mention before you placed your order.
- Inform your operator that you will not pay the disputed portion of the bill until the matter is cleared up.
You can use the complaint template available on our website for filing the complaint
Problems in invoicing of telephone and broadband subscriptions