KKO Mobile charges ???

wantmemoney

Hi lazygun,

Thanks for making me aware of your concerns.

Hi veruccasalt,

Thanks for making me aware of this.

Hi CllrButler,

Thanks for making me aware of this.

Lee,
it's all very well Vodafone being 'aware' of these cases in isolation but the problem is a problem that potentially affects all your customers.

The problem exist because Vodafone (and other Networks) and your/their Payforit billing system is allowing unscrupulous companies access to customer accounts.

The solution to the problem isn't one of PR posts on forums.

Vodafone

Hi wantmemoney,

As you'll appreciate, we can only help in these instances once the customer has emailed us with their details.

To date, I've no record of any of these customers emailing us.

In addition, KKO Mobile have also provided contact details via the MSE Team where customers can raise queries.

Thanks,

Lee

Web Relations

Vodafone UK

alex99

Vodafone_company_representative wrote: »

Hi wantmemoney,

As you'll appreciate, we can only help in these instances once the customer has emailed us with their details.

To date, I've no record of any of these customers emailing us.

In addition, KKO Mobile have also provided contact details via the MSE Team where customers can raise queries.

Thanks,

Lee

Web Relations

Vodafone UK

Hi Lee

As usual, you are evading the main issue here - by focusing on individual complaints.

The general problem is that you allow these firms to use mechanisms (such as payforit and reverse charge sms) for which there are no robust systems for verification and audibility. Individual cases often come down to the PRS company's word against the victim's word.

The general solution is to allow your customers a simple opt out from ALL PRS at the time they take out a contract with you (especially if the contract is for a child).

I know I never wish to ring an 09 or 070 or 087 or 118 number or a short code and I certainly never wish any of the companies using these numbers to ring or text me - especially if they charge for it. I have no interest in "psychic services" or "voting" for reality TV contestants or "competitions" or phone pornography; and I certainly don't want my children to access or be sent any of this garbage.

Why can't I have a simple opt-out - then I would know my kids' phones were safe?

People who want this stuff could still opt for it and take the risks involved, but I don't want to. Why (as one of your customers) am I forced to leave the key to my account under the doormat in front of my house rather than choose to put in in my pocket?

punkeddiemurphy

Hiya Guys I'm a new poster but regularly read. I'm posting on here because as you guessed I've had the same issue with KKO. Rather than going to them I went straight to O2. Initially I had a snooty mare on the phone saying they couldn't do anything so i fired off this email to the O2 CEO, and a number of other O2 contacts
____________________________________________________________
Dear Mr Dunne,


I am writing to you in regards to my latest telephone bill from O2 Mobile.

I was extremely shocked to discover that my bill had almost doubled
what I would normally pay. Having contacted your representatives who
were in part helpful, they identified that I had been receiving
unsolicited reverse billing text services from a company called KKO
Mobile via text: 61973

This very obviously came as surprise as I had not signed up for any
text services from anyone. The even bigger surprise is that O2
actually allowed for this to happen and charged me for it.


As you will be able see from my phone records, I do not have a history
of signing up to these premium services.

It makes me wonder what kind of safeguarding and security checks you
have in place to allow any company with totally fabricated claims to
bill you, and you in turn bill your customers with no questions asked.

I am contacting you as my contract is with O2, not with KKO and it is
ultimately O2 who is billing me. Any queries or issues you may have
with KKO should be between yourselves and them, so I do not wish to
hear that I have to contact KKO directly.

If you wish to contact KKO you can do so by contacting their customer
services on: 08458341119

I am in the final few months of my contract, having been a long and
loyal O2 customer, and up until recently, very happy, and feel that if
I am not fully refunded by yourselves I have no other option then to
end our relationship at the end of my contact, advising friends and
family to do the same.

Please see below a list of the 9 individual charges that I have been billed for.



11/04/2013 £3.75
19/04/2013 £3.75
03/05/2013 £3.75
10/05/2013 £3.75
17/05/2013 £3.75
24/05/2013 £3.75
31/05/2013 £3.75
07/06/2013 £3.75
14/06/2013 £3.75

I look forward to your swift response

---

Anyway customer services got back in touch the same day saying that although I "subscribed" they will give me £18 credit off my bill for "GOOD WILL". I told them that i'll take it but with the understanding that this does not mean the end of this matter.

Today I got an email from a rep of the CEO
________________________________________________________________________

Dear Mr

---

Thank you for your email to Ronan Dunne.

I’m sorry to hear you’re unhappy with the recent charges for Premium Rate services on your account. I can understand why you’re frustrated by this.

I’ve called KKO Mobile today. They’ve said you subscribed to receive services from them on 11 April 2013 and unsubscribed on 21 June 2013.

If you’re concerned about this information and about Premium Rate services and want to make a complaint you can find the regulator’s details here: phonepayplus

The last thing we want is for you to cancel your contract with us. So I’ve added a credit for £33.75 to your account. You’ll see it on your next bill.

Best regards

---

Lesson 1: DOn't waste time talking to the help, go straight to the top.

Angellica1

WOW I cant belelive these idiots can still be allowed to carry on.

I too was surprised when I received my mobile bill today to find £18 charged on my account. Vodaphone were their usual unhelpful-self saying that it was a company called KKO and that I have subscribed to a premium service.

I insisted that I would never ever subscribe to any service using my mobile and that this was very very wrong. They gave me a customer service number of KKO and was told to call that (I did question whether the number was genuine, or would I then find a £300 phone bill for calling their number).

So I called KKO on 0845 834 1119 and was told that I had subscribed for the past 4 months at £4.50 a month and that I would have received a text message to say that I had subscribed. I explained very clearly that under no circumstance would I waste my money on such stuff and that I would have never subscribed to this, I never received a text message and if I did I would have cancelled this straight away.

The lady on the end of the phone said that she would cancel my subscription immediately and she confirmed that I had not used/ downloaded anything from the subscription since subscribing. I asked for a full refund to which she said I needed to email support - [EMAIL="support@kkomobile.co.uk"]support@kkomobile.co.uk[/EMAIL].

I have done this today and guess will wait to see what they say. This just isnt good enough, really very angry that 1) Vodaphone would not check with me before paying out that type of subscribtion (I never subscribe) and 2) that Vodaphone wash their hands of it.

I wont let it rest thats for sure.:mad:

Update: Wow quick response that I was not expecting from KKO Mobile:

Thank you for contacting KKO Mobile Customer Service.
We have studied your case and have found a subscription wasinitiated from your phone on 15.07.2013.
We can confirm that you received a welcome text message clearly explaining thatthe service is a weekly subscription, clearly stating its price and givingopt-out information at the moment you subscribed. We then sent you further textmessages reminding you of this subscription every month.
However, according to our records you have not used our serviceor downloaded any content. As an exceptional gesture of goodwill we can offeryou a full refund of £22.50. In order to process this refund we will need yourFULL name and your postal address to send you a cheque.
In the meantime I have ensured your subscription is terminatedand you will not be charged any further.

No way was I giving them my home address, so have asked for them to post to work - lets see if I actually get it.:p

Vodafone

Hi Angellica1,

It's good to see that a solution has been reached here.

Thanks for updating the thread to confirm this.

Kind regards,

Lee

Web Relations

Vodafone UK

Mr_indigo

I have come undone with this also, I have called vodafone without much satisfaction.
I have asked for a manager to call me back and I have also sent an email to the company #11769441

Hopefully Vodafone can assist.

I have also reached out to the company via there online form and asked for a refund of the £40 worth of charges I have recieved.

Like all on this thread I can't belive this is still allowed to happen.

if this was my credit card as a customer i wouldn't have to jump through as many hoops. and this stance that it must all be my fault is quite frankly insulting.

Day one. I will update as we go.

Day two. (AM) I have had replies from vodafone and KKO
vodafone have offered a good will gesture of a quater of what I have been charged for

KKO Have offered a refund after I showed that it must have been in error as I have not used

shirleytch

I am having the same issue - jsut realised they have been charging £4.50 per week to my bill, The contract is with Vodafone. The phone is used by my daughter but I pay the bill on her behalf. They have taken £22.50 in July alone. I need to read this thread properly and understand what to do. Am disgusted.

Vodafone

Mr_indigo wrote: »

I have come undone with this also, I have called vodafone without much satisfaction.
I have asked for a manager to call me back and I have also sent an email to the company #11769441

Hopefully Vodafone can assist.

I have also reached out to the company via there online form and asked for a refund of the £40 worth of charges I have recieved.

Like all on this thread I can't belive this is still allowed to happen.

if this was my credit card as a customer i wouldn't have to jump through as many hoops. and this stance that it must all be my fault is quite frankly insulting.

Day one. I will update as we go.

Day two. (AM) I have had replies from vodafone and KKO
vodafone have offered a good will gesture of a quater of what I have been charged for

KKO Have offered a refund after I showed that it must have been in error as I have not used

Hi Mr indigo,

Thanks for updating your post to confirm that a resolution has been reached here.

shirleytch wrote: »

I am having the same issue - jsut realised they have been charging £4.50 per week to my bill, The contract is with Vodafone. The phone is used by my daughter but I pay the bill on her behalf. They have taken £22.50 in July alone. I need to read this thread properly and understand what to do. Am disgusted.

Hi shirleytch,

Thanks for making me aware of this.

I've received your email and will get back to you as soon as I can.

Kind regards,

Lee

Web Relations

Vodafone UK

ricsaw123

I am with Vodafone and I have been receiving a text every month since November 2012 stating that I am signed up to KKO Mobile by MYDOO costing £4.50 per week, to unsubscribe type STOP. I have ignored these texts as national press/TV said never reply to a message which says STOP. I have never "signed up" for anything of this kind. This month I phoned Vodafone stating my case and concern. Vodafone are not the slightest bit interested in my case and refused to credit my account for the lost money. As soon as I asked for my PAC number to change supplier I was told they would credit the last months cost. (£22.50). I have spent over £200 on this KKO rubbish and I'm obviously not happy. I am annoyed that Vodafone have indirectly taken money from my account since November 2012. I would advise anybody who receives anything from KKO/MYDOO to seek legal action and if their service provider have paid KKO then cancel your existing provider asap. I am definitely cancelling my service, (when my contract ends), with Vodafone as in my opinion Vodafone are not a responsible or good service provider. Any info on how to get my money back from KKO/MYDOO would be appreciated.