12-07-2015 10:16 AM
I have been charged via the EE Store £2.99 per week by a company called Bounce.mobi for some 'ifitness advice'.
Trouble is I do not remember asking for this or downloading any app. On investigation with EE Support, they promised they will cancel it, but it took a further 2 weeks of prompting.
I did get an email from Bounce.Mobi who said that I had interacted with their website and they had sent messages etc. I received no such information, by any media or had the benefit of any advice.
EE Store does not exist in my Sony Xperia Android handset, only Google Play & nothing there
So my advice:
1. Check your invoices on a regular basis under 'charges outside plan' or 'EE Store'
2. Contact EE Support - generally they try to help
3. See if you can cancel directly with whichever 'service' subscription provider is charging you without your consent
4. Do not waste your life in getting the money back as this is like falling between 2 chairs - unless you have clear proof as to fraud
Solved! See the answer below or view the solution in context.
12-07-2015 12:58 PM
12-07-2015 12:58 PM
07-08-2015 12:02 PM
I'm dealing with a similar issue. I got a text (freeMsg) from bounce.mobi on 21 July 2015. Offering 24 hours free then after 24 hours it would be £1.50 a week. Because I had not done anything on the phone that was connected I called EE Support within 10 minutes of getting this text. At that point there were no charges and I was told that the details would be passed to the Credit Dept to prevent any charges. My bill arrived today and I have two charges dated 22 July 2015 and 29 July 2015 for £1.50 (£1.25 plus vat). I'm pretty sure a third charge would have been made on 5 August. So another call to EE Support.
Yes they acknowledge I called within minutes to notify them of what I was concerned might be a scam or fraud (note:might be...so not even making an allegation here). And they said they could reverse the charges but that I had to contact the company making the charges to cancel something I didn't knowingly start...if I played a part in it at all. And I find that unacceptable. I'm the bill holder, I've contacted my phone service provider to say "These charges, I didn't solicit this service, not sure I can trust the numbers given in the unsolicited messages can you block that person or company from sending me messages and cancel the charges in future" ... and EE said "No, you have to contact them because we get lots of people subscribing to things who then don't want to pay for them, you maybe did this by mistake, it is not EE that is charging you, you have to call this number to cancel"
The number that the agent gave me was for a company called 'Interactive'. We went back and forwards a few times (remember I called EE to block this BEFORE I either I or EE had received charges for this service) and after speaking over me when I said I felt I wanted to speak to someone in the credit dept or fraud team....I got cut off. Hmmmmm....
I ended up calling the number and after reluctantly confirming my name (which the didn't have) , my mobile number (which they obviously did have) and provided them with an email address (so they can provide details as to how I managed to subscribe, without knowing) the very nice, very polite person at Interactive said he would get me unsubscribed and find out how this could possibly have happened. Even before I ended that call I had recieved an 'unsubscribed' text message and a follow up "Thanks for your call, your issue is being dealt with'.
The best advice I can give if you get an insolicited text message offering free-then chargable services...call EE right away... tell them the company details and short text number and ask them to confirm that this is a 'legitimate' company who may charge for multimedia services and ask for a trusted Direct Contact Number for this company and call directly to stop them charging...before they start.
My EE contracts are coming up for renewal later this year... the fact I got 'better' service from a company I may or may not have duped me into using their services may yet affect my decision come contract time.
21-09-2015 07:23 PM
Same here - got conned by "BounceMobi" into subscribing to a "sevice" that sends a web link to recipes at a cost of £2-50 a week under the name "Love Food" or "LVfood".
After contacting EE customer support the scammer company sent an email stating I had clicked on a button in an advert which clearly stated I was agreeing to pay to subscribe. Utterly ridiculous that clicking a SINGLE button constitutes authorisation of a continual payment via my mobile phone account.
Clcking a single button without any other form of confirmation is not authorisation.
Have BLOCKED 3rd party charges now - no way Im wasting time phoning these spammers back.
Shame on EE allowing your customers to be scammed by these phoney subscription services.
24-10-2015 11:32 AM
I have also been scammed by Bounce.mobi iFitness. I have no recollection of downloading or going on the iFitness app and I was also unaware of the existence of an EE Appstore. My bills for the last two months suddenly jumped from early forties to sixties of pounds. When I checked my bills I came face to face with this scam that is Bounce.mobi aka iFitness. Also my bills showed EE has charged me for 17 text msgs that they have sent without my consent or awareness as picture msgs. If I send a text msg and it cannot be sent as a text msg I expect to get a "Not delivered" or "Message Send Failure" but not to be billed as a picture msg for no apparent reason.
I do have a feeling the EE is on a campaign to fleece its customers using whatever means possible. I am planning to end my contract as soon as I possibly can.
24-10-2015 03:47 PM - edited 24-10-2015 03:50 PM
Welcome to the community,
I doubt very much that it is down to EE on a campaign to fleece customers, you must have inadvertently clicked on somewhere. It is also up to you to keep a check on your account and make sure that you are not receiving texts which you are being charged for. This has never happened to me.
I suggest you ring up EE and speak to them, also unsubscribe to the app. The EE appstore has always been there since smartphones, I would have thought that you would have checked what apps you have. You do get a text, letting you know that your bill is due, so why have you not checked your bill?
You should always check what you are clicking on or ticking, there are the terms and conditions that go with the advert.
18-11-2015 12:07 PM
"Schockwave" clearly works for EE. The "It hasn't happened to me so it can't be true" is a pretty pathetic response.
I have been getting charged 17p a time for texts coming through to the number of my 4G Wifi device. This started immediately upon purchasing the device and upon further investigation appears to be some T-Mobile subscription service. Have been unhappy with my EE phone contract since inception as you're effectively paying £45 per month for an iPod given the reception difficulties (as soon as you're out of direct line of sight to the sky its goodbye call - and even outside is a struggle most of the time).
Fortunately I'm at the end of the minimum contract length and can terminate all contracts with EE and go with a reputable provider.
18-11-2015 02:09 PM
Welcome to the community,
I see thiss is the first time you have posted here, so maybe you should check things out first, as I do not nor never have worked for EE. I am a customer just like you. If I did work for EE, you would see it under my name.
There are EE staff here, it is easy to click on something if you do not check what you are looking at and clicking, you probably inadvertently clicked on something.
You are always going to find areas where the signal may not be as good, this can happen, due to the way buildings are built or if you are in area where there are mountains or hills etc. I have always had a signal, and you may find this will happen with other providers too.
I would suggest you try pay as you go and see if you get a good reception with any other providers, before you sign up for a contract first.
18-11-2015 04:51 PM
Schockwave. These texts started coming immediately upon purchasing the Wifi device. I can't even see these texts as its a wifi device, not a mobile handset. I have since today found out from a 3rd party firm called ImiMobile that they are messages from T-Mobile for their T Zones! service "Music News and Charts". I am a 32 year old professional and can assure you I have not 'inadvertently clicked' on anything of this nature and even if I had, three to four premium messages a day, including some instances of receiving two messages within the same minute, would be excessive no?
I spoke to EE last night who assured me this was a third party outside of their control and it transpires it is a T-Mobile service. It is absolutely indefensible and constitutes deliberate misrepresentation on the part of EE (who I believe own T-Mobile).
For someone who doesn't or has never worked for EE, you sure don't post a lot on their behalf and the persistence in making excuses for them and suggesting its customers own 'mistakes' is strange.
30-11-2015 11:29 AM
I have also been affected by this and I'm appalled by EE response when I contacted them to refund £7.50 worth of unauthorised subscription charges.
I've done lots of research to stop this happening to others and I'm taking my findings to ActionFraud and Ofcom.
Actions to take.
One last though .. ignore any EE apoglists on this forum as they are employees, You can always tell by the high post count.
30-11-2015 05:07 PM
Checkout this page of the guys who scammed me. frictionless payment they call it. I call it fraudulent.
30-11-2015 05:09 PM
PM Connect specialises in solving this problem by providing consumers with easy routes to pay while using their mobile phone with just a few clicks. Leveraging unique relationships in the telecoms industry; we work with carriers and content providers to ensure that consumers can pay for their content quickly and safely.
01-12-2015 02:56 PM
Check out this for how much the affilliates get paid and it clearly show an exclusive arrangment with EE et al.
01-12-2015 05:05 PM
Also notice how the images used for the adverts are designed to be click bait for minors !
Can the EE reps here see the scam or are you blind.
Will you or will you not help your customers!
By allowing click subscriptions against your accounts with no protection in the form of password, email confirmation etc.. EE accounts are wide open to abuse.
03-12-2015 11:34 AM
This is a pay to subscribe service for HTML5 Games that is charged to your account from a single click.
The company is very clever and uses child targeted imagery on their adverts and subscription page.
Basically they distribute click bait for kids across the web, to generate subscriptions that parent are none the wiser to .
Due to the terrible way these serves are allowed to run at the moment, you will:
See their affiliate page for details ( notice no placement restrictions regards Children)
Its a clever little scam... but they are breaking ASA rules. Please complain to PhonePayPlus, EE, Ofcom, ASA, your bank if you are paying your bill by direct debit.
09-12-2015 09:53 AM
Two phones that I pay for have been scammed by this company. I have been refunded thankfully by EE but I don't think that EE should be allowing this scamming outfit to bill through them.
The second time i was scammed I had no notification to say that I'd been signed up to the service. I believe they signed me up on the phone i used to call their automated complaints service.
I received a text after being on the serive for a month to say that I'd been subscibed to LV Food, a Bounce Mobi overpriced scam service.
I would like to see the regulator and EE do more to stop these type of services because they are scams and rely upon people not chekcing their monthly bills when they may or may not have inadvertently signed up to a service by clicking on a part of a webpage.
I wonder if EE has a share in Bounce Mobi.
I'd very much like to see more transparency with these services. However, i think if people realised what rubbish they were signning up for and the price then nobody would actually willingly taje their services.
It's a scam, get a refund from Bounce and/or EE if you think you've been conned.
09-12-2015 12:50 PM
09-12-2015 03:42 PM - edited 09-12-2015 03:43 PM
Hi @jss125 and all who have commented,
I understand the frustration with the third party charges which many of you have experienced, we do have a facility to block these.
All it takes is a phone call into our customer service team and the will happily get the relevant block put in place.
11-12-2015 11:23 AM
I have had charges on my bill for ifitness too, but I thought the company were helpful!
I called them on their helpline number 03301224968, put my number in and stopped the charges - I then spoke to someone who explained everything to me - looks like I clicked to subscribe at one point, but they were really helpful in explaining what had happened. I checked my phone and saw all the messages they had sent me too.
Give them a call, I'm sure they will help you out.
11-12-2015 02:03 PM
Oh please ! ... are really signing up and posting for the first time to say how helpful and wonderful these scam companies are and that it was your fault anywys.. oh silly you.
Who are you really my friend .. i wonder ! .. people on this forum are not as stupid as you think..
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