By Reza Ganjavi
A friend asked for my help in addressing a large apparently unauthorized charge on her credit card from Silverlines associated with her phone contract with GoMo provider in Switzerland. So I investigated it.
It turned out that she had received a sms about some online game which she says she never clicked, but that ended up costing her a lot. So we started the process to try to get her money back. We talked to GoMo who said it's not their fault - they just deliver the sms - and that we should contact PayCon.
Then she wrote to Markus Andreas Hillebrand, Paycon AG, Einsiedlerstrasse 23, 8834 Schindellegi and reported that she had been charged about 150 Swiss Francs between 30 January to 3 June, due to so-called ‘premium messages’ sms that was sent by Paycon. Her mobile phone provider GoMo informed her that PayCon is responsible for the costs and therefore also for the refund. She wrote a strong demand for refund, and warning with a threat of legal action. She copied: beyondvr.ch@silverlines.info
She received a response from beyondvr.ch@silverlines.info - signed by Laura Lang from Customer Care. She claimed that the service was activated from my friend's phone - although she doesn't remember ever doing so, and I believe her.
An excerpt from Laura Lang's message (original in German):
"The portal is a service aimed at the tastes of different target groups. Our service offers numerous articles on various topics, including the best games, training videos and nutrition tips. After the user selects and confirms the desired content, they are redirected to the confirmation page, where all information about the premium service is displayed. Only after the user confirms the service on this page by tapping on the designated field are they redirected to the content of the page. This means that after the user enters their mobile phone number in the field provided, the service must also be confirmed by sending the keyword ‘YES’ or ‘START SUBSCRIPTION’ via text message to the short number 345 in order for the service to be activated. The fact is that the website was accessed from the mobile phone number and that the above-mentioned steps necessary to activate the service were taken. Before activation, all relevant data, such as price and cancellation, was visible. If you do not remember activating the premium service yourself, please check which other members of your household have access to your mobile device and could have activated the service. We hereby confirm that we have cancelled the premium service."
I do not believe the above information - it sounds like a bunch of baloney to me - and I believe my friend who is a very intelligent lady, that she never engaged in any such approval steps as Silverlines claims, and her phone was not used by anyone else.
My friend pushed back, demanding a refund. And copied Markus Andreas Hillebrand.
Here's an excerpt - translated from German
Good day, Ms Lang and Mr Hillebrand
Thank you for your feedback. Please find my billing details attached.
Regarding your statement: ‘After the user selects and confirms the desired content, they are redirected to the confirmation page, where all information about the premium service is displayed. Only after the user confirms the service on this page by tapping the designated field are they redirected to the content of the page. That is, after the user enters their mobile phone number in the designated field...’
This is completely false. I did not click on any website unknown to me and enter my mobile phone number there. No one else has access to my mobile phone. I am therefore firmly convinced that this is a fabrication. Or can you prove that I visited a website unknown to me, selected or clicked on something and entered my number there?
I demand an IMMEDIATE refund of 150 Swiss Francs.
Kind regards,
Mobile number: <>
IBAN: <>
Silverlines agreed, and eventually issued the refund.