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RachelHall
Level 2: Rookie

Re: IG8 PTY LTD

This has been billed on my 11 year old son's phone how do I go about removing the fee and stopping it from happening again

thanks

 

Rachel

Support Team
Support Team

Re: IG8 PTY LTD

Hey RachelHall,

 

I can appreciate your concerns with these third party charges having been received and do apologise for any inconvenience this has caused you. You will have to contact the third party company directly to ensure this is cancelled so no further charges can be received. The contact details for the company can be located in the table located at: 

 

https://crowdsupport.telstra.com.au/t5/Accounts-Plans/Premium-SMS-and-Telstra-Carrier-Billing/ta-p/4...

 

You can also dispute any charges applied with them directly as well. 

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RachelHall
Level 2: Rookie

Re: IG8 PTY LTD

My 11 year old son has this charge on his phone he is not surfing the web and doing competitions or buying ring tones this is a scam and telstra need to do more to support to stop people stolen from. I will not be paying for this charge.
RachelHall
Level 2: Rookie

Re: IG8 PTY LTD

We never authorised the charge it was made at 10pm at night my son goes to bed at 8pm so it wasn't even him on the phone. I will dispute charges directly with Telstra I am not running around to make up for your lack of customer protection
RachelHall
Level 2: Rookie

Re: IG8 PTY LTD

ringtones
games
music videos
casting a vote on TV shows
entering competitions

my son doesn't participate in any of the above - this is stealing
Support Team
Support Team

Re: IG8 PTY LTD

Even if the charges are disputed with us, this will not stop any subscription that has been started with this third party company, as we aren't able to have this stopped or cancelled for you. This will have to be completed with that company directly to ensure no further charges will be applied for their service. 

 

If you would like to have this raised further, then you can have a complaint lodged via the details at:

 

https://crowdsupport.telstra.com.au/t5/Accounts-Plans/Lodging-a-complaint-with-Telstra/ta-p/68188

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RachelHall
Level 2: Rookie

Re: IG8 PTY LTD

my son recently got a new phone and number and these charges have been appearing on his bull (he is 11) I believe they are associated with the previous owner of the number as he also keeps getting odd texts and calls from marketing companies etc. I will not be paying and Telstra can sort it out as we inherited the number and the problem
RachelHall
Level 2: Rookie

Re: IG8 PTY LTD

Thanks that is such a scam. My son inherited it this with his new phone number so I'm not going to be paying
dj21
Level 1: Cadet

Re: IG8 PTY LTD

Wow!!!  This is one hell of an issue.  Telstra are certainly well aware of the issues.  Telstra when pushed tried to call IG8, but told me they were shut but that they would contact them tomorrow and ring me back.  In relation to the refund of  illegal/unauthorised charges Telstra hopefully will ring back tomorrow  and agree to removal of the illegal charges since the bill of the month of September.

AA007
Level 1: Cadet

Re: IG8 PTY LTD

I too have an issue with Telstra when it comes to a duty of care towards its customers when spurious Premium Services such as this can be allowed to continue unchecked. 

 

I only spotted the IG8 charges when I went right to the end of my itemised bill this month. It had been going on for 5 months at $5.00 per month. For those without itemised billing it will likely never be picked up!  

 

We barred Premium Services on all our mobile services some 5 years ago when first confronted with this issue. However when two of the mobiles plans were changed the Premium Services barring was not carried over, resulting in a new round to charges on one phone.

 

Having been through this sort of saga previously I didn't even bother calling dodgy service as it would be a complete waste of time.

 

I called Telstra and (after persevering through the layers of automation), finally discussed this with a customer service agent. To her credit, she was very helpful and supportive, waiving the charges (probably due to the fact that these services were previously barred but were were not carried over to the new plan) and reapplying the Premium Services block. 

 

So, for me it was a successful outcome with great support form the patient and understanding service agent but the issue remains that a major Telco can allow these services to be perpetuated without some alerts being sent to their customers  - via SMS for example. Then the customer will be alerted and can take action as appropriate.

 

For obviously dodgy services like IG8, Telstra should be well aware of the scam and stop all services to this service provider and block payments to that operation - That would shut them down promptly, instead of wasting customers' valuable time following this up.

Unlost
Level 1: Cadet

Re: IG8 PTY LTD

I am being billed $6.60/mo by telstra for iG8 premium sms too (which i did not subscribe to) and ringing the 1300 number only gives me option to stop a 19xxxxxx whatever number or go to a marketing code which also fails since i dont have a code! What the hell? First i do not know what this subscription does or allows me to do, second, I am finding it problematic to get rid of.
If someone can please help let me know. Thanks

Argeebargee
Level 1: Cadet

Re: IG8 PTY LTD

Why should we contact them when Telstra is clearly party to this scam?? I never subscribed to this and why are you siding a company with an unregistered ABN to invoice us???
Argeebargee
Level 1: Cadet

Re: IG8 PTY LTD

I cannot bar a premium service - says I need to be on the Telstra network .. well what do you think I'm on. I'm a Telstra customer ... And have not subscribed to this ig8 scam!! You did this independently of my authority so fix it!!
Muz77
Level 2: Rookie

Re: IG8 PTY LTD

For anyone who has tried to opt out of the IG8 Pty Ltd rip-off by calling their 1300 number and getting nowhere, use this number instead and choose Option 2 to talk to a real person so that you can unsubscribe. The number is 1800 856 916 and as I said, choose Option 2 to actually speak to someone and get unsubscribed!! 

_tc
Level 1: Cadet

Re: IG8 PTY LTD

Totally agree. Telstra shooukd have security systems in pace to prevent unsolicited charges. Its their fault we are receiving these charges.
Bbmr79
Level 1: Cadet

Re: IG8 PTY LTD

I have premimum barring on my phone but yet i still get these charges.
Telstra (Retired)
Telstra (Retired)

Re: IG8 PTY LTD

Hi Bbmr79

 

If you have Premium Barring, the only way you would still be charged for these SMS, is if you had not cancelled the subscription prior to the Barring being applied. 

 

When the barring is applied, any existing subscriptions prior to the barring would remain. 

 

Have you contacted the company to cancel your subscription?

 

Kind Regards

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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yoda5
Level 1: Cadet

Re: IG8 PTY LTD

After over 3 hours on the phone to Telstra again this month I finally got a refund for the last 2 months of these charges.
I was also threatened by an employee in the Complaints department named Juilet whom threatened to disconnect my services (on that particular bill 10 services) if I went to the Ombudsman! I told him I wanted to speak to his manager as I did not wish to speak to him any longer and felt he didn't have good customer service. He then said he would disconnect all my services, would you like that hmmm hmm, I kid you not! I told him I wanted his delta number and got that and that I also wanted the complaint number, he gave me a shortened version of it. He also told me that even if I called back he would make sure I would be re-routed to him and there was nothing I could do about it! I hung up and called back.
After the trauma of the complaints department, I got onto a lovely lady called Beth. My argument was that my account had premium sms barred. She told me that this service that belonged to my 12 yr old son had a spend limit on it! WTF! She said you have given permission to have a limit! I said why on earth would I make Telstra block/barr this service and then also put a spend limit on it! Dont be absurd!
The only way to stop these charges is to have it barred and also make sure that Telstra has put a zero spend limit on it. My son was receiving mgs in the middle of the night and kept replying STOP each time and we were charged for each one.
Robbier123
Level 1: Cadet

Re: IG8 PTY LTD

I have rung the 1300 number gone through the bull dust and it keeps telling me incorrect number. I can not get through to a person. This is a scam.
No-more-BS
Level 2: Rookie

Re: IG8 PTY LTD

Well it looks like Telstra has 10 million reasons why they were always wrong about the ig8 scam....

GoodHealthIT
Level 2: Rookie

Re: IG8 PTY LTD

Amazing that Telstra have finally acknowledged that they behaved inappropriately with these third party scams, but I reckon $10m is just the tip of the iceberg on the profits they made from it...

The only better outcome would be for all those Telstra reps on here to come out and offer an apology for blaming the customer when they knew all along it was a scam.
Apple Support Specialist
Highlighted
Ru55ty
Level 1: Cadet

Re: IG8 PTY LTD

This IS a SCAM and from what I have been told could happen through not only your mobile SMS but also Facebook or via email. If you accept anything from these methods you put yourself at risk of being charged an amount that you CAN'T recover.

All you can do is OPT OUT via the method above or by searching the following site for more info http://www.19sms.com.au/19-service-results
and then OPT OUT.

Then CALL Telstra, speak to one of their very happy CSR people who will place a Premium SMS Barring on your number. Not ideal but will work and you will still be charged the $6.60....

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