Mobile content services include products such as games, tests and ring tones that can be ordered to a mobile phone. Especially the continuous subscriptions of these services have been causing consumers unexpected costs.
Mobile entertainment is often offered as a continuous subscription. This means that the service that you order is billed on your regular mobile phone bill every month until you cancel the order. Services where the consumer only orders one service but receives several chargeable SMS messages are also considered continuous subscriptions. The chart below describes the information that providers of mobile content services must give you before the beginning of a continuous subscription and what you can do in problem situations.
An order can be made in two different ways:
You can send the order code of the service as an SMS message.
OR
You can enter your mobile phone number in the order form on the service provider’s website. The service provider will then send you an SMS message containing the order code, and you will need to enter this code into the order form on the website.
The service provider must send you an SMS message using specified wording and providing you with the main terms and conditions of the service and the contact details of the service provider.
SMS message (only in finnish): "Vahvista viihde-kestotilaus. Hinta X€/kk. Lopetus: Viesti STOP numeroon 17XXX. Internet: www.xcompany.com. Vastaa OK, jos haluat tilata palvelun. Säilytä tämä viesti."
If you want to confirm the ordered service, reply to the message with the word OK. If you do not send the ‘OK’ message, the ordering process will end and the service and billing will not begin.
Once you have confirmed the service with the ‘OK’ message, the service provider will begin providing the service. The service will be billed on your mobile phone bill and continue until you cancel it.
In problem situations, always first try to cancel the order. An order can be cancelled by sending the word 'STOP' to the number from which the service messages are being sent.
Unfounded billing
The service provider must be able to prove that - you have ordered the service (when and how). - you have replied ‘OK’ to the confirmation message of the service. - the billing complies with what was agreed (e.g. price and duration of order).
If you feel that the service does not correspond with what was agreed or that you have been billed unjustifiably, make a written complaint about the unjustifiable part of the invoice to your operator and the service provider.
If you do not know which company is behind the service, you can ask the operator who has sent you the invoice. The Finnish self-regulatory organ for mobile services, the Ethical Committee for Premium Rate Services (MAPEL), also has information on many service provides. You can also use the website of the Finnish Communications Regulatory Authority to find out which company the number belongs to if you know the number from which the service messages are being sent.
Complaint on unfounded billing for mobile content services
If you do not receive a reply from the company or cannot resolve the matter with the company, do not let the matter rest. Personalized advice, instructions and arbitration assistance are available from a consumer adviser. Contact a consumer adviser