[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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