Tap2bill

[Moggy56]

Good afternoon all, I thought I might just add to previous topic on the above company making charges to your accounts without you knowing. 

I had a 56p charge on my account from text number 0149 4750 678 with reference number 60599. The reference refers to customer.service@tap2bill.com. I have never sent a text to this number or received one and when I looked at “who called me” on the internet, many people have reported this as a scam. I’m not too concerned about the small charge but wanted to ensure nobody else gets caught. 

I have chatted to ee to report this who were very helpful and put a 'charge to account bar' to prevent this. They also refunded the 56p, not that I was worried about that. Looking at previous topics here the last time it came up was 2019 (That I can see) so maybe they have resurfaced. Hope this helps.

[Jmichaelbrook]

Hi Linzi

Thank you for your reply, however I think you misunderstand my post.

1. Tap2bill.com doesn’t exist as a url domain.
2. Equally the email does not exist either
3. The phone number is flagged as “scam”
4. As this is a known issue why has EE not blocked that domain and phone number so that further scams cannot be carried out.
The sums involved are not worth the effort of recovery however for you total liability, if you had 1m customers being charged £0.43 as a known scam you are suddenly talking serious money! In addition I don’t think an online scammer would be too interested in giving me my 4x £0.43 back, do you?

As a customer of nearly 20 years i would expect an assurance that you have taken the necessary steps to remove this scam, and not send me a list of T&C’s and not our problem statement’s!

Yours disappointed

Michael

Sent from my iPhone

[Drrodh]

Sorry but as I explained this third party is a scam and you need to refund
the money and block the third party

[mod edit: remove personal details]

[Linzi_H]

Shortcodes 60599 and 60551 both have contact details assigned to them on our help page 👉 Third Party Phone Bill Charges. There is an email address on each for queries, alongside a phone number @Jmichaelbrook @Drrodh 

I'm not too sure why you're facing issues contacting these numbers, as I have tried both this morning and they're working with no problems at all. 
Please try and reach out again when you have the time.

Linzi 

[Jmichaelbrook]

Whilst I blocked these types of charges totally through the text block service, as EE is the PSA you are actually receiving revenue by allowing these charges when the site does not exist and your customers are reporting this as a scam! So its really up to you to stop it otherwise EE is complicit in criminal activity.

Do you know what? This is really starting to annoy me now! I might take this up with the ombudsman and if I do and as my contract is due up in October, move my 4 phone account to a service provider who takes these things seriously!

It’s not about the 4 x £0.43 it’s about a scam that EE is knowingly allowing to happen and that’s not right!

Michael

Sent from my iPhone

[Drrodh]

These are HMRC numbers and they say they do not charge for texts (which is
correct) and do not use tap to bill. This is a scam

[Mod edit: remove personal details]

[Linzi_H]

If you get in touch with our team directly, they will be able to help further @Drrodh @Jmichaelbrook 
They can discuss the charges in further detail and open a complaint if needed.
Linzi 

[Drrodh]

I have been in touch at least twice and I am just fobbed off and they do not understand. Your are supporting criminal activity and I think the Ombudsman is next stop. I am relying on the third party text barring  as sorted by your guides to have stopped this but I am not convinced they are able to understand the issue. This is really annoying  

[Linzi_H]

I'm disappointed we've left you feeling that way @Drrodh 

If you remain unhappy with the advice given, I would suggest using the complaints webform, and our team will aim to respond within 7 days.

Take care,
Linzi 

[AMB321]

Came here to say exactly the same. I’ve had 8 amounts of 21p all removed at the same time on 20.06.25. Same company customerservice@top2bill.com

EE you need to do better, clearly there is a much bigger issue if this company is able to infiltrate numerous customers accounts and make bogus charges. Where does this stop?

I will be reporting this too, and am also considering the ombudsman. 
I’ve been an EE customer for a number or years too, but if I’m  having to monitor my account like this it’s just not worth it. 
Again EE you need to investigate this and you need to do better to protect your  customers. 

[Christopher_G]

Hi @AMB321 

Welcome to the community.

You can find some information around charge to bill services on our Charge to bill help page. There's a tool on there that helps you find contact information for the service that you've been charged for.

If you would like to discuss this with EE, our customer support team are on hand to help you with it. There's also the complaint form that @Linzi_H posted above that you can use to get this logged against your account. If you fill that in, our complaints team will contact you directly to discuss it.

Hope you get sorted.

Chris