Digital content - Overcharged
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If your credit card statement contains incorrect charges or charges for products and services that you did not receive, you should dispute them. Both Visa and Mastercard offer a zero-liability policy: you will not be liable if your card or card number is used without your authorisation, as long as you have complied with the Cardholder Agreement. If you wish to contact the company that mis-charged you directly, you can do so via Resolver.You should know
Most of your rights come from the Consumer Rights Act and the Consumer Contracts Regulations.
The Consumer Rights Act sets out the way you should expect to be treated by a company when you buy digital goods, content or services.
This includes most video downloads, streaming services and ebooks.
The rest of your rights come from the Consumer Contract Regulations. These set out what you should expect from a contract for a service – and give you rules for cancelling a contract if it doesn’t deliver.
Taking things further
It can be tricky to know what to do when you can't resolve an issue with a company providing digital services. Generally speaking, it's best to try and escalate matters through their internal channels. Resolver will prompt you to escalate your case to the next level if necessary.
If you find that you're stuck paying for a service that you haven't received, you can consider contacting your bank to ask them to cancel your debit and issue a chargeback.
Unfortunately, the majority of companies offering digital content and services aren't members of an Alternative Dispute Resolution Scheme – this means that if your problems persist, you may have to consider taking the matter to small claims court. You should always seek legal advice before taking a case to court. You can also consider contacting Citizens Advice for more information.
Find the best rights for you
We have 5,216 pages of rights advice for you covering 7,112 companies and organisations across 16 public & private sectors. Feel free to browse companies for this specific issue - they're all listed below - but the quickest way to find the best rights for you is by using our unique Rights Finder to access our extensive database of advice.
Start by telling us the name of the company or organisation you have an issue with.