The Federal Network Agency has introduced a new regulation for paying by mobile phone bill. This came into force on February 1, 2020.
The Federal Network Agency wants to regulate the payment of subscriptions and individual purchases via the mobile phone bill in order to protect consumers better and make the process more transparent and secure. From now on, billing will only be permitted if certain requirements are met. This is stated in the press release:
The new rules require mobile phone companies to only bill for third-party services if:
– a technical redirection takes place in which a customer is redirected from the third-party provider’s website to a mobile phone provider’s website for the payment process of a third-party service (redirect).
– or the mobile phone company implements various specified consumer protection measures (combination model).
“mandatory use” of redirects
The guidelines also stipulate the "mandatory use" of redirects for subscription services. The statement states:
The use of redirects is mandatory for subscription services. In the combination model, this is not done for individual purchases or for particularly trustworthy third-party providers where customers identify themselves by logging in. In return, in many cases, a customer can rely on a money-back guarantee from the mobile phone provider in the event of unwanted third-party billing.
“Mobile phone provider money-back guarantee”
The new regulation also includes a "money-back guarantee from mobile phone providers." The Federal Network Agency explains that mobile phone companies must address consumer complaints. An investigation of the facts is necessary. The announcement states:
Mobile phone providers must deal with consumer complaints and check whether the claim is justified. The hasty threat of cutting off the connection in the event of non-payment of a disputed claim can represent an unfair and aggressive commercial practice. In case of doubt, consumers should rely on the guarantee.
The new regulation was introduced on January 31, 2020, and has been officially in effect since February 1, 2020. Anyone who wants to completely avoid paying via mobile phone bill can have their provider activate a third-party provider block. Users who have a problem with third-party billing can also contact the Federal Network Agency directly. The agency has published a report at the following link:www.bundesnetzagentur.de/drittunternehmen” a corresponding form is provided. (Image source: Federal Network Agency)
