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The four usual causes
| Charge | What it is | What to do |
|---|---|---|
| Roaming | Using your phone abroad, near a border or at sea | Check your plan's roaming terms before you travel |
| Premium-rate numbers and texts | Calls to 09 numbers, and shortcode texts for competitions or subscriptions | Ask the company for a refund. Ask your network to block them |
| Third-party services | Apps, games or subscriptions charged to your bill | Ask your provider who the company is, then ask it for a refund |
| Data over allowance | Using more data than your plan includes | Ask for a bill limit |
Premium-rate and phone-paid charges
Ofcom took over regulation of premium-rate services from the Phone-paid Services Authority (PSA) on 1 February 2025 (Ofcom). Five- and six-digit shortcodes and numbers starting 09 or 087 can be premium rate (Ofcom).
How to stop the charges
- Text STOP ALL to the number the company gives you in its message. It may differ from the number that texted you.
- Do not just block the sender. You will still be charged for a premium-rate service.
- Ask your network to block premium-rate services if you do not use them. This may also block things you want, such as donating by text.
- Use parental controls before you hand a child your device.
Roaming charges
Providers must publish their roaming charges on their website. When you arrive in another country, they must send you an automatic message about charges and limits, unless you have opted out. Accidental roaming can happen near borders, and charges at sea can be higher than normal roaming (Ofcom).
Getting your money back
- Contact the company that charged you and ask for a refund. If it refuses, ask for proof of purchase and message logs. Your mobile provider can tell you who it is.
- Ask your mobile provider to look into it if you are still unhappy. If you used a bill limit and were charged over it without agreeing, ask for the bill to be reduced (Citizens Advice).
- Complain formally. After 6 weeks, or sooner with a deadlock letter, you can use a free ADR scheme (Ofcom).
Ofcom does not resolve individual refund cases (Ofcom). For free advice, call the Citizens Advice consumer helpline on 0808 223 1133.
Frequently asked questions
Who do I ask for a refund for a premium-rate charge?
Start with the company that charged you. If you do not know who it is, your mobile provider can tell you. If you are still unhappy, ask your mobile provider to look into it.
Will blocking the number stop the charges?
No. Ofcom says you will still be charged for a premium-rate service if you block the number. Text STOP ALL to the number the company gives you instead.
Can I stop my phone being charged for these services?
You can ask your network provider to block premium-rate services. That may also stop services you want, such as in-app purchases or donating by text.
Do I have to pay if I went over my bill limit?
If you set a bill limit and were charged above it without agreeing, you do not have to pay the extra. Ask your provider to reduce the bill to the limit.
Will my provider warn me about roaming charges?
Yes. When you arrive in another country, it must send you an automatic message about roaming charges or limits, unless you have opted out.