How to block premium text messages at the account level?

  • 1
  • Question
  • Updated 7 months ago
  • (Edited)
Coming from Rogers/Fido, the customer was able to make a call into CS and have them place a permanent block on premium SMS/text messages. This was done at no charge to the customer. The reason for this feature is because scammers have in the past randomly spammed cellular numbers with advertisements for which the customer never subscribed to and then the customer gets dinged by their carrier for the surcharge SMS.

Does Koodo have the ability to block these messages?
Photo of Dwayne_888

Dwayne_888

  • 1,004 Points 1k badge 2x thumb

Posted 7 months ago

  • 1
Photo of Timo Tuokkola

Timo Tuokkola, Mobile Master

  • 139,992 Points 100k badge 2x thumb
No. Koodo is not able to block messages at the account level. Also, spam advertising messages are different from premium messages, which typically charge a per message (or per month) subscription fee. Incoming text messages have also always been free on koodo accounts.
Photo of Bernard

Bernard, Official Rep

  • 75,560 Points 50k badge 2x thumb
You should not get any premium messaging charges. That typically happens when a user initiates something. Call a number etc. 
Photo of Dwayne_888

Dwayne_888

  • 1,004 Points 1k badge 2x thumb
I don't know if "properly" is the correct term. 

My situation did eventually get resolved and several refunds were applied. I still get the occasional spam SMS. The only reason I still get the spam SMS is because the premium text messaging block was removed by accident due to an "administrative" error. 
Photo of Dinh

Dinh, Mobile Master

  • 32,762 Points 20k badge 2x thumb
I don't know what your experiences was, and when did that happen. Was it with Rogers?. I haven't received any service like that since I got service with Koodo last 1,2 years (on and off).

According to this: https://beta.theglobeandmail.com/report-on-business/telus-customers-will-receive-over-7-million-in-r...; Telus stopped most services, except some charity, donation.
(Edited)
Photo of Dwayne_888

Dwayne_888

  • 1,004 Points 1k badge 2x thumb
Yes, it was with Rogers during around the same time with Telus (don't know anyone with Koodo) in the link you provided. Many of my colleagues with both Rogers and Fido also got these spam premium text messages.

At first, Rogers said it was my fault, I had to have subscribed to a premium service. I told them firmly no. The issue did get escalated and then I got an acknowledgment from a senior supervisor that they believe me as they've had a lot of similar calls and complaints.

Rogers said they they had no control of these premium texts. So their solution was to put a premium sms block on my account.  The result was that I lost access to SMS from my bank but SMS from individuals was not blocked. 
Photo of Dinh

Dinh, Mobile Master

  • 32,762 Points 20k badge 2x thumb
Oh, that was bad. I was with Rogers, Fido for 8,9 years before. I often replied STOP to any suspected message, and checked my bill regularly. I left because they changed my plan to "expired" and could not upgrade my phone if I didn't pay more.

From the the article, look like the Competition Bureau took the steps on the carriers to make them stop. If you find any services like that sent to you, I would suggest you contact carriers to ask for refund. Since I joined Koodo, I haven't received any offer like that.
(Edited)
Photo of Dwayne_888

Dwayne_888

  • 1,004 Points 1k badge 2x thumb
@Azure123. I was with Rogers for more than 20 years...actually even longer going back to the Cantel era. They did the exact same thing to me last year as they did to you. They changed my plan to expired only a month after my contract term expired. Normally, the customer can go many, many years on the same month-to-month plan.   
However, since Ted Rogers died, Rogers plans, loyalty and good will gestures have been pathetic. I received a lot of empathy from the CSR retention department. They were quite candid and told me that should a better plan come available with the competition, then jump on it. So, here I am now with Koodo.