In-app purchases

Case study - in-app purchases 

Carlos started receiving daily text messages about the weather, which cost him 30 cents each.  

He contacted us to make a complaint about these messages. He told us he was 70 years old, was unwell and only used the mobile for emergencies. He said he did not request these text messages and that he kept receiving them even after texting STOP in reply. 

Carlos said his provider told him the messages were his problem and that it could not help.  

During the conciliation process, the provider found the messages were coming from an app that Carlos had unwittingly downloaded, and it could only be disabled directly from Carlos’ handset. The provider was able to identify the app provider through its network wholesaler, which in turn stopped the unwanted messages.  

The complaint was resolved to Carlos’ satisfaction when the text messages stopped and the charges were refunded.