On the rise: Gripes about unwanted cellphone extras
Sat, Jun 28, 2008
The Straits Times
By Serene Luo
DESPITE new rules designed to regulate companies hawking cellphone extras, the number of complaints against these firms is on the rise.
The Consumers Association of Singapore (Case) has received 119 complaints this year against so-called premium rate service providers. That is on pace to top last year's tally of 186 complaints.
The service providers tout everything from wallpapers and logos, to chatlines, games and quizzes. The offers are usually sent to cellphones in an SMS and can be activated with a few keystrokes. But many users have complained about being billed for services they did not ask for.
The Infocomm Development Authority (IDA) introduced a code of practice for companies hawking cellphone extras last December. The regulations came after one provider, mTouche, billed 300,000 people for greeting messages they did not ask for.
One of the providers attracting flak is Funmobile, chalking up a third of the 186 complaints to Case last year. There are also 18 complaints against it this year.
For about $10 a week, it allows users six downloads of ringtones, games or wallpapers. But many people claimed they were charged for the memberships despite not signing up for them.
'(The complaints) mostly came because of unsolicited text messages,' said Case executive director Seah Seng Choon. The Straits Times learnt that users found themselves automatically subscribed on opening these text messages, and could not unsubscribe.
One affected user, who wanted to be known only as Ms Koh, called the number listed on the bill, but found it was no longer in use.
Corporate communications manager Dorothy Ng, 31, got a bill for about $50, which Funmobile said was for five weeks of subscription. She said she never joined as a member, but remembers getting a junk SMS.
Responding to The Straits Times, a Funmobile spokesman said: 'Most of the time, our record shows users' initiative in registering for our services. We activate only those users who have actually requested our services.'
The company does not send unwanted messages, she said. Complaints are handled individually, and 'compromises such as partial or even full refund are common', she added.
The telcos, which usually bill users on behalf of mobile content providers, generally suspend disputed payments till the case is resolved, said an M1 spokesman.
StarHub's corporate communications manager Cassie Fong said the company may intervene on a case-by-case basis.
The IDA has taken action against four errant providers, including Funmobile, this year.
