Phone-paid services - Unknown transaction shown in text message

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If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.

If you receive a text confirming a transaction 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.

Any text message sent by a phone-paid service should include a shortcode number. Texting STOP ALL to this number should stop all the charges.

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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Helping you with Unknown transaction shown in text message

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