Administrator
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1.3K Messages
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15 Points
[FAQ] Premium services (Third Party) charges on your StarHub bill
Hi Community members,
This post serves to re-affirm StarHub position on charges from third party premium rate service providers. If you feel that you have been wrongly charged by any of such companies, please call the telephone number reflected together with the charges on your bill. If StarHub's intervention is required, please do not hesitate to write to us.
Q: What are these Premium Rate Service (PRS) providers about? Why did they charge me?
A: PRS providers offer a range of premium services to consumers, includingbut not limited toringtones, games, quizzes, contests, auctions, chat lines, video clip downloads and 4D/Toto/Horse racing results, among others.Regardless of the service offered, all PRS providers are required to inform customers on all service charges prior to the commencement of subscription. Additionally, PRS services require the user’s acknowledgement prior to any charges. All PRS providers must abide to these two obligations defined in IDA’s Code of Practice for Provision of Premium Rate Services.
Q: I have not used their services. How can StarHub help me?
A: PRS providers are required to produce service activation records when requested. As such, we have included the Customer Service hotline numbers of these PRS providers under the respective charges in the bill so that our customers will know how to get in touch with the PRS provider.
Q: The provider did not respond to me or did not provide me with a satisfactorily answer. What now?
A: The PRS providers are obligated to remain contactable at their respective Customer Service hotline toproduce service activation records and provide clarification on charges. As your service provider, we will provide assistance to you if you were to face any difficulty reaching any PRS provider.
Q: What is StarHub’s relationship with these providers?
A: Telcos, such as StarHub, provide billing support for some PRS providers.
Q: How can StarHub protect me from such charges moving forward?
A: We would like to take this opportunity to remind all customers to be cautious when using chargeable third-party mobile services. We understand that some customers may have concerns about PRS, and this is why we offer PRS Barring, a free service that blocks all PRS subscriptions on their mobile lines. To activate PRS Barring, simply SMS
Q: What else is StarHub doing to protect the interest of customers like us?
A: We take a very serious view of customer feedback on PRS, and will certainly take the appropriate action if we find that any PRS provider has billed our customers without their consent or offer objectionable content. Recently, we have suspended billing services of some PRS providers even though they did not breach the Code of Practice for the provision of PRS. We will continue to monitor and proactively take similar actions as and when necessary.
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Some of my posts are unofficial and may contain personal opinions which may not represent the positions and opinions of StarHub :)
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Responses
Yoke_mui
Senior Commentator
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3 Messages
8 years ago
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Yoke_mui
Senior Commentator
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3 Messages
8 years ago
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KaiBoon
StarHub Prepaid
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9K Messages
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5 Points
8 years ago
Home is where the ♥ is
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Maiikaika
Valued Commentator
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2 Messages
8 years ago
0
KaiBoon
StarHub Prepaid
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9K Messages
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5 Points
8 years ago
Please drop me a PM if you require any further assistance.
Home is where the ♥ is
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LucasLiao
Respected Commentator
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4 Messages
8 years ago
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Eunice28
Valued Commentator
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2 Messages
8 years ago
Did Starhub resolve any of these problems caused by B Mobil? Starhub told me that they will be waiving off my fees in March and till now, they have yet to waive. My contract ended and is due to renew. Today I called and ask regarding the waiver of the fees and was told that they have to check with the billing department again on the waiver! They promised to waive and now when I called back, they needed to check again ?! And I cant renew or cancel my contract until I pay for the b mobil charges. Now I have wait for 3-5 working days for them to call back before i can do anything with my contract. Starhub is always breaking the customers' trust! Why should we pay when we didnt use it ? Shouldnt starhub take responsibility of it since they are the one who allow the third party service to have access to charge us ??
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Maiikaika
Valued Commentator
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2 Messages
8 years ago
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Darrell
Alumni (Retired)
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1.3K Messages
7 years ago
Hi Eunice28 and Maiikaika
Could you drop me a Private Message with your NRIC or leave your contact details at StarHubCares? We will assist you further on this matter.
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doraine
Valued Commentator
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2 Messages
7 years ago
Me received this text message from Megumo video services recently:
Your Gorgeous Girls subscription has been renewed. Toll-free call: 8001206108 Max. S$12/wk until u quit by sms STOP GIRLS to 146079193 S$12 CHG
I am surprised to see this sms, Megumo bills me S$48. And I believe it’s some kind of disgusting porn site. I felt intimidated & was so embarrassed when my mom questioned me about this. This Megumo totally has no respect for women and very despicable for using such method to earn a living. Of course I never reply any sms back to them because what if Megumo or Starhub charge me for the sms, the numbers look like from overseas. I am unable to locate Megumo business address, email address or official tel no. / fax no. This Megumo’s business company is questionable. Why is Starhub allowing such shameless service transactions from Megumo? No moral at all! I definitely am not going to pay for this S$48. I do not want to be a victim. My peers who are subscribers of M1 & Singtel do not face such disputes! I called up Starhub’s customer hotline staff who try hard to assist me but Starhub’s management doesn’t seem to support the backup to resolve the problems. They push me to Megumo, with numbers I am not comfortable to call back, is it going to cost me for calling Megumo? I have another 7 months to go before my mobile contract ends with Starhub, it is just too troublesome and pain in the neck to carry on with Starhub! Problems follow by more problems
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Darrell
Alumni (Retired)
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1.3K Messages
7 years ago
Hi doraine
Could you leave your contact details at StarHubCares? We will arrange for the Premium Service Provider to contact you directly instead.
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Heekang
Valued Commentator
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2 Messages
7 years ago
Please, help me from illegal charges
I was billed with additional charges $36 from Zuma Mobile Services.
but, I've never used this function, please, guide me to pay bill rightly without this illegal charges
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Kerin
New Commentator
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1 Message
7 years ago
I tried sending sms to 6757 for this bar services. But the reply I received was 'sorry, you have entered an invalid keyword'.
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Heekang
Valued Commentator
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2 Messages
7 years ago
Dear Howard,
Please, help me from illegal charges
I was billed with additional charges $36 from Zuma Mobile Services.
but, I've never used this function, please, guide me to pay bill rightly without this illegal charges
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Norany
New Commentator
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1 Message
7 years ago
I had tried activating the BAR Svc by smsing BARPRS but received a reply saying i have enter an invalid word. Can u pls resolve this?! I want this to be activate asap n i am not going to pay a single cent to these PRS that I did not sign up for.
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