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FTC Says T-Mobile Made Hundreds of Millions From Bogus SMS Charges
An anonymous reader writes "Today the FTC filed a complaint (PDF) against T-Mobile USA, alleging the carrier made hundreds of millions of dollars from bogus charges placed on customers' bills for unauthorized SMS services. "The FTC alleges that T-Mobile received anywhere from 35 to 40 percent of the total amount charged to consumers for subscriptions for content such as flirting tips, horoscope information or celebrity gossip that typically cost $9.99 per month. According to the FTC's complaint, T-Mobile in some cases continued to bill its customers for these services offered by scammers years after becoming aware of signs that the charges were fraudulent." FTC chairwoman Edith Ramirez said, "It's wrong for a company like T-Mobile to profit from scams against its customers when there were clear warning signs the charges it was imposing were fraudulent. It's wrong for a company like T-Mobile to profit from scams against its customers when there were clear warning signs the charges it was imposing were fraudulent." According to the complaint, T-Mobile also made it hard for customers to figure out they were being billed for these services, and failed to provide refunds when customers complained."
Here's T-Mobile's response.
For those not clicking links, this is what T-Mobile had to say about this:
We have seen the complaint filed today by the FTC and find it to be unfounded and without merit. In fact T-Mobile stopped billing for these Premium SMS services last year and launched a proactive program to provide full refunds for any customer that feels that they were charged for something they did not want. T-Mobile is fighting harder than any of the carriers to change the way the wireless industry operates and we are disappointed that the FTC has chosen to file this action against the most pro-consumer company in the industry rather than the real bad actors.
As the Un-carrier, we believe that customers should only pay for what they want and what they sign up for. We exited this business late last year, and announced an aggressive program to take care of customers and we are disappointed that the FTC has instead chosen to file this sensationalized legal action. We are the first to take action for the consumer and I am calling for the entire industry to do the same.
This is about doing what is right for consumers and we put in place procedures to protect our customers from unauthorized charges. Unfortunately, not all of these third party providers acted responsibly—an issue the entire industry faced. We believe those providers should be held accountable, and the FTC’s lawsuit seeking to hold T-Mobile responsible for their acts is not only factually and legally unfounded, but also misdirected.
-- John Legere, CEO of T-Mobile USA
I'm pretty sure that "T-Mobile USA, Inc." didn't actually do much of anything by itself, being a legal and accounting entity and all.
Any word on who actually directed, authorized, permitted, etc. this little plan, and why they aren't facing a raft of fraud charges?
This similar to the case of Google profiting from illegal ads. Personally I think the complaint should be sent to questionable subscription service rather than shoot the messenger.
Maybe its got something to do with the fact they offer and offered a variety of pre-paid plans that kept such issues to a minimum for me, but I remember my parents having tons of trouble with Verizon's billing practices. Every month they would be in quibbling over the charges until finally they had them disable SMS altogether. Never have I had an issue with T-Mobile.
Not just fines. It's called THEFT!
FTC chairwoman Edith Ramirez said, "It's wrong for a company like T-Mobile to profit from scams against its customers when there were clear warning signs the charges it was imposing were fraudulent. It's wrong for a company like T-Mobile to profit from scams against its customers when there were clear warning signs the charges it was imposing were fraudulent."
T-Mobile replied "It's wrong for the FCC to call us fraudulent, twice."
When the foot seeks the place of the head, the line is crossed. Know your place. Keep your place. Be a shoe.
Or is it the editors?
But never with T-mobile. AT&T did indeed allow third parties to start charging us without permission, then made it a fair amount of hassle (from my point of view, anyway) to cancel the services which we never requested. Never had a problem on any of our t-mobile lines.
My blog: http://www.seebs.net/log/ --- My iPhone/iPad app: http://www.seebs.net/seebsfrac/
Can we sue every ISP on the earth for allowing SPAM thru? Be it email, video ads, etc..
---- Booth was a patriot ----
I wonder if the FTC made a typo and wrote "T-Mobile USA" in the complaint when in fact they intended to write "All carriers except T-Mobile USA"
It could also be the case that this complaint was brought at the behest of all carriers except T-Mobile.
T-Mobile did this to me a few years ago and never reversed the charges (claiming I had to go to the slamming company for a refund, which I did but unsurprisingly I never got the promised refund). They claimed I must have confirmed it via SMS but I pointed out my account has SMS disabled so there was no way for me to receive nor confirm I wanted it. They didn't really care. Given that I find the rebuttal to be disingenuous.
There is a way to get revenge on phone companies:
1. Get a (cheap/used) phone registered to a fake name. (Illegal, but revenge usually is)
2. Call the most expensive services, continously.
- This racks up a huge bill
- The owners of the services are paid in a timely manner, directly from the phone company
3. Never pay the huge bill, phone company's loss! No need to pay, thanks to the fake name. Get rid of the phone, of course.
This is just revenge, you won't get money back. (Unless you operate those 'expensive services' yourself. But that is risky, they will always suspect the service owner.)
These are outrageous, but even at 20 cents a text, it's gouging IMO.
I was informed more than once that the companies have to accept third party billing charges. IMHO, what they don't have to do is hide the charges on the back of page four of the bill.
Read your monthly charge summaries carefully. If you catch a sham billing they will quickly remove it, but they will usually only go back a month or two. It's remarkably easy to miss a bogus four or five dollar monthly charge.
Happiness in intelligent people is the rarest thing I know.
Ernest Hemingway
Was it wrong for a company like T-Mobile to profit from scams against its customers when there were clear warning signs the charges it was imposing were fraudulent?
I think it's wrong for a company like T-Mobile to profit from scams against its customers when there were clear warning signs the charges it was imposing were fraudulent. Also I think it's wrong for a company like T-Mobile to profit from scams against its customers when there were clear warning signs the charges it was imposing were fraudulent.
Oh, sure, when they get caught, they own up. They don't give the money back, but they "vigiorously pursue a policy" while still cashing the checks.
They've got other great scams. I'd heard about their pricing, which is low, but their sales people were *absolutely insistent* that you *must* get a new phone on their "separate" purchase plan, because "bringing over your old phone would lack features".
Bull pucks. It's an Iphone. Same hardware, similar sims, basic capacity is built-in by Apple. They're scamming people to buy unnecessary new phones, and the end result is that with the "new phone" payments your bill is just as bad as your old bill with AT&Y, Verizon, or the other major vendors. Mind you, they're all doing it, pretending that the "new contract" at lower price but refusing to give you the new contract without a new phone. Just went through this with ATs and Verizon's online websites, and they're all playing this game.
Sorry after reading t-mobile's response, I felt the above Tron reference was appropriate.
Whenever a player quits EVE to go play WoW, the Average IQ of both games increase.
T-mobile refunds the last 2 years of cellphone service to all customers past and present.
That would be fair and just.
Do not look at laser with remaining good eye.
The article by the FTC did not have the statement twice. So the error of a repeated sentence (which may be a sentence that was wroth repeating!) was not Edith Ramirez's, but did show up on Slashdot.
If I look into the future I see a press release about a year from now:
"In a clear victory for consumers, the FTC has levied a fine of $20 million against T-Mobile in response to fraudulent SMS charges. The largest fine (related to fraudulent SMS charges on a tuesday, during a leap year) ever."
then another year out
"T-modile announced that a former FTC director will now work as CEO of Regulatory affairs. T-Mobile released a statement saying that they are pleased to be working with someone with so many years working in government. The FTC director said in a statement "I really like me new boat!"
If true, that leaves me a bit disappointed. I switched to their pay-as-you-go plan in October and have been happy enough with it: while their cell service is pretty crap compared to Verizon, they also didn't do anything super-evil like Verizon (that I was aware of)... until now. Even if true, I still prefer them over any of the other three major providers, so I don't plan on switching to anything else.
The FTC is infamous for bring suit even years after the transgressions occurred.
Typical. Not much to see here.
Indeed, from the Complaint:
"Until at least December 2013, T-Mobile has also charged consumers for other services..."
"Until at least December 2013, in addition to charging for phone services offered
by Defendant, Defendant has charged many consumers for other services offered by third-party
merchants. These purported services have included monthly subscriptions for content such as
ringtones, wallpaper, and text messages providing horoscopes, flirting tips, celebrity gossip, and
other similar information (“Third-Party Subscriptions”). Defendant typically has charged
consumers $9.99 per month for such Third-Party Subscriptions. "
No doubt.
"9. In numerous instances, Defendant has charged consumers for Third-Party
Subscriptions that the consumers did not order or authorize, a practice known as cramming.
Defendant has continued to charge consumers for Third-Party Subscriptions even after large
numbers of consumers complained about unauthorized charges. Refund rates for the
subscriptions were high – in some cases as high as 40%. Further, Defendant has continued to
charge consumers for Third-Party Subscriptions even after industry auditor alerts, law
enforcement and other legal actions, and news articles indicated that the third-party merchants
were not obtaining valid authorization from consumers for the charges. "
FTC boilerplate for these sorts of complaints. Every carrier has done this, some repeatedly, over the past few decades.
"11. In television and other advertisements, and during its sales process, Defendant
markets its telephone and data services to consumers. Defendant’s sales representatives often
discuss these services only, and not purported third-party services, with consumers. Defendant’s
contracts make clear and prominent representations about the services it provides; information
about third-party services is buried in lengthy terms and conditions of its service contract.
12. Defendant has not obtained authorization from consumers before charging them
for Third-Party Subscriptions. Instead, the third-party merchants or billing intermediaries
purportedly have obtained authorization. In many cases, however, these third parties have failed
to obtain authorization from consumers."
And indeed, same old boilerplate. Especially the phrase "buried in lengthy terms and conditions of its service contract"
If the FTC would similarly file complaints against any number of corporations that do just this, they would be very very busy indeed.
This is PR for the FTC. You go, boyz!
deleting the extra space after periods so i can stay relevant, yeah.
It's funny to see T-Mobile back-peddling on this issue however anybody who could have had the premium services dropped could have done so at any time. For somebody to not review their bill and see that $10/mo was getting charged for this is a bit incredulous. Sprint, hell all the Cell providers have this kind of shit. Having gone through it with teenagers, I can tell you I had to scrutinize the bills monthly. T-Mobile's problem is that their billing and customer service practices make it a pain in the ass to get these things turned off. So there is merit in this suit moving forward but IMO there is no premium SMS service. Shit jokes, daily bikini girl pics. It's another way to bilk you out of your money like 900 numbers. and that's something the FTC should be going after as well.
I'm also wondering about the timing of this with the pending Sprint acquisition. It'll definitely put that on hold, which will force T-Mobile to pay some hefty fine (tax) that you and I will have to pay to cover the costs of giving the government more money. It's funny how that works out: company gets fined and then the same company passes those costs onto consumers.
Harrison's Postulate - "For every action there is an equal and opposite criticism"
They have the best customer support in the biz hands down. This smells funny...
For years politicians chiseled away at regulations and lending requirements in the name of increasing home ownership and making bankers happy while leveraging "meltdown" as cover to escape any responsibility for the environment they helped create.
Likewise telephone billing problems were created by politicians thru legal requirements mandating passing charges on to customers by default. If the law was opt-in vs opt-out none of this shit would be happening.
In the real world you can't create this kind of permissive environment full of conflicts of interest
and seriously not expect it to be abused to the hilt. What FTC is doing amounts to whack-a-mole.
Given the complaint, it's clear that AT&T and Verizon are threatened and their bureaucrats are performing as directed.
In China, I buy a SIM, charge it with a card from a little shop or street vendor - or via electronic bill/payment machine at 7-11 or wherever, and use it til it runs out. I'm on a plan, but can pay for my plan with a charged account in this way. The plan costs I think $15usd/month and I never run over my limits - has a few hundred megs of data, a couple hundred minutes of talk, and I never pay anything for any incoming SMSs.... I can also pay for stuff off my charged phone account by entering my phone # into whatever service, getting a SMS with a code in it, and using that code in the service I'm trying to pay for's interface. It's not magic, but when looking at the fucked up US mobile system, and when I go back to Canada and have to arrange service for whatever length of time and it's always headaches, it sure does seem like it... (20mbit fibre is also a whopping $20/mo)
Make them give back every sent to the customer they took it from.
every last dime. Then for punishment a year of unlimited everything.
About three years ago I ended my 8 year relationship with T-Mobile because they used a "bait and switch" scam on me. That was the last straw (see below).
I had ordered two new phones, I think they were the HTC One, something like that. To sell me on the idea of getting the phones for free, but signing a two year contract (my old contract has expired) T-Mobile agreed to $10 for each line to get 5 GB data. In the afternoon I got a text message confirming the deal, except I noticed the data plans were $25 for each line, not $10.
I called T-Mobile in the afternoon to talk about the inconsistency. The CSR rudely said there was no such promise made and that I must have been hearing things. His tone was condescending, implying that I was a liar, making the whole thing up. He also implied I must be financially desperate for trying to work T-Mobile over $10.
Despite my being long-term loyal customer the CSR rudely refused to give me the $10 deal. The CSR thought I wouldn't and couldn't do anything about it. And when I said to simply close the accounts, he said "OK, I'll close em for ya." He didn't try to save the account or keep me happy.
(This was about the time that T-Mobile customer service started its rapid decline.)
So that afternoon I canceled the phone order and closed my T-Mobile accounts. It took five days and four phone calls to finally get T-Mobile to close the accounts. And the only reason they finally closed it was because I threatened to file a complaint with the PUC.
A few years earlier, in 2010, I had an HTC HD2. I had tried out that Mobi TV, whatever it is called. I did not like it so I canceled before the 30 day trial period was up. Despite this, T-Mobile started charging me $10 monthly for the service. When I saw the charge on the bill I would call T-Mobile and each time they said they would cancel it, I got a $10 credit and all was well, or so I thought.
Every two months for the next six months I had to call T-Mobile to again request they stop charging me tor Mobi TV. Each call they would (supposedly) remove the charge and I would get a $20 credit for two months service.
IMO T-Mobile was cramming, what they are accused of here. To be sure, I assume many people were NOT like me, someone who would notice the charge on the bill. As it was, I called every couple months because I did not have time to deal with all this.
And the $10 charge was exactly as alleged here, buried in the bill, something like on page six. And the bills were so confusing I had to look fairly close to notice the charge for services I was not using, and probably not available.
So is T-Mobile "guilty" of these charges? From my personal experience, I would say, of course.
To return T-Mobile's gesture, I am contacting the FTC lawyers tomorrow and telling them about my experience with MobiTV. I bet there's evidence of this kind of conduct from way, way back. For example, how many people bothered to check if they were paying for what they thought was 5GB data, but T-Mobile was providing only 2.5 GB.
Also, if you search T-Mobile complaint in Google you will see thousands of hits and search results of people complaining about T-Mobile's billing practices.
I suspect these guys are dishonest as the day is long.
Remember, follow the money, follow the motive. For years T-Mobile was hurting, subscribers were leaving T-Mobile by the hundreds of thousands each quarter. That's provides a strong motivation to cheat customers any which way it can.
The current alleged wrongdoing is only an ice cube on top of the T-Mobile dishonesty iceberg. I hope that the FTC and U.S DOJ looks into all of T-Mobile's conduct, not just this charges in this Complaint.
Telstra does something similar by sending calls to the wrong number (so people have to re-dial).
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