Phone-paid services - Unknown transaction on bank statement

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If you spot a transaction on your bank statement from a phone-paid service that you don’t recognise, you should use Resolver to contact the service provider and ask for more information, proof of purchase and potentially a refund if the purchase was not legitimate.

Firms have to be clear and up-front with you about any charges. If you’re being charged for a service you didn’t agree to, you have the right to claim a refund.

In the event that the firm isn’t willing to co-operate, your bank may be able to help. You should consider contacting them and explaining the situation.

If you are still unable to get a satisfactory resolution, you may be able to escalate your case to the Phone-paid Services Authority (PSA). The PSA has been approved by Ofcom as the regulator of phone-paid services in the UK, and can take action against a service provider on your behalf.

When contacting the Phone-paid Services Authority, you should supply the name of the service provider or the phone-paid service number involved, a copy of the text message itself confirming the subscription or payment, and any other information on your telephone bill that might help identify the service.

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