Consumerist
Why can't people set up filters to turn off unwanted spam text messages, especially when they're sent by unknown parties to a phone number that's never been (knowingly) listed by the owner? Maybe it's because Verizon gets to charge you 20 cents per message, suggests this reader who can't figure out why her grandfather's mobile number suddenly became a spam magnet after switching to a new Verizon phone.
Dear Consumerist,
My family and I wanted to relay a recent experience we had with the phone company Verizon. Over the last couple of months my grandfather's phone started receiving e-mail and web-based spam text messages. His phone is part of our family's plan, and he never put his phone number on the internet (for this reason) nor does he know how to send or receive text messages. Mind you this was a brand new phone with the same number, which had not received any sort of messages like these before the new phone. Just for clarification, he did not release his number before the new phone either.
We discovered on our phone bill that we were being charged for these spam text message at $.20 a text (up from the $.10 price just a few months ago). My mother spent several hours on separate days inquiring on how to turn off just the computer generated text messages. Even as the primary on the account, she was unable to turn them off. The salesmen in a local Verizon store stated that you could only turn off ALL text messages, not just web-based ones, which she knew to be untrue. She contacted the customer service at 611 and spent the many hours with tech support trying to accomplish this task. 611 was only able to help my mother when she had the phone in question on hand after registering an online account (at vtext.com) with Verizon for that specific phone (we had to make a new account for each phone) and provided the last four digits of her social security number. We had to repeat this process for each phone, which meant that phones had to travel from over an hour away so that we could do this for my grandfather's and grandmother's phones.
Our concern here is that Verizon is making big money off spam and this feature is nearly impossible to disable, even on the master account. The customer service has only occasionally reversed these charges. Somebody needs to step in (perhaps the FCC) and force Verizon to make disabling this feature far easier—-like offering an uncomplicated, free option to opt out.
Long story short, Verizon should not be allowed to make money off spam.
Sincerely,
A frustrated Verizon customer
(Note: this is the name my mother provided when talking with customer support)
We agree, and we think it would be fairly easy (but less profitable, which is why it won't happen) to implement a policy that allows CSRs to automatically credit, no-questions-asked, any charges for text messages sent by companies, known spam IP addresses, or unlisted numbers. The number of jerks who would game the policy to get a few free text messages each month would be far outweighed by the goodwill earned from customers who will no longer feel Verizon's taking advantage of them with sms spam.
(Photo: *nomad*)
Comments
My mother had this same thing happen to her. All of a sudden, she had "premium Text Messaging" for $19.99 on her bill. And PAST text messages from over a year ago started coming through. According to Aunt V., this is a 3rd party text messaging service that my mother had signed up for somehow, but they could not tell me how.
My mother never has used text messages nor does she know how to use that feature. And she has no desire to.
It took about 8 phone calls and a call to a higher up to reverse those charges and them proceed in cancelling the phone without a cancellation fee. But even that took two tries.
I have wondered if t-moble did this as well as I have gotten odd phishing text messages on my t-moble-to-go prepaid phone that I basically use for emergency use only & keep a limited amount of minutes on it.
@forgottenpassword:
Yea T-mobile togo incoming used to be free, now they cost. This whole notion that you should have to pay for an incoming text message, which is equivalent to a collect call, is ridiculous. At least on collect calls you get to say yes or no, it should be the same w/ text messages, you should have the option to accept or deny based on the sender, and only get charged for the ones you actually read. Either that or don't charge for incoming. When the only solution is to turn off ALL incoming SMS, that's kind of ridiculous.
10 cent text messages a few months ago? They upped the rate to 15 cents on March 1st 2007...
I started getting text spam. The Verizon CSR I talked to said the only way to block it was to put the offending source into a blacklist via the online administration of your phone's features. But you can only put a few addresses in that blacklist. If they start using multiple addresses or changing them frequently your going to get charged for the new ones and spend a ton of time updating your blacklist.
This is Verizon making money plain and simple. It took all of two seconds for Alltel to disable web based text messages for me.
Since carriers gets to pocket money for each spam text message their customers receive, I'm surprised that they haven't (and wouldn't be surprised if they have) set up automated scripts to spam their own customers so they can tack on fees and pad their monthly income.
Think about it. Set up an automated script that requires no human input that constantly sends spam to customers, which they get to charge for. It's like printing money!
I think incoming texts should be free... aren't they in most countries?? That's what I thought, can anybody from outside the US confirm?
@dreamcatcher2: True. ATT back before it was bought by Cingular used to have free incoming and I thought all the other carriers were brain dead. Too bad ATT was run by morons who didn't think to use this as selling point so it never became the norm.
Unlimited incoming messages was one thing I missed converting from a Cingular Blue (old AT&T Wireless) to a Cingular Orange account out of necessity.
Once our family added two more phone lines (for a total of four lines), the two new numbers were getting endless spam messages. So, I got AT&T to just block ALL incoming text messages on ALL phone numbers. That part, they did right...
Can't say the same about billing snafus that came from adding new lines. That took several billing cycles to fix, but I did appreciate the patience from the various CSRs and definitely appreciate the waived activation fees that one of the CSR did for me. I'd call that a satisfactory tradeoff for the time and trouble.
I was so bombarded with this trash (and I got hit twice because my gf's phone was on my account too) that I walked away from a 2-line 2-year contract only 3 months in.
I started getting this junk the moment I walked out of the store with both of my new phones.
When I called VZW for help they said:
-it's your fault
-you are liar..we know you signed up for these 'flirting/dating advice' services at 9.99 a month even though you are getting married...oh,right...hun,you're the woman of my dreams but I want to spend $10+ a month so I can learn how to pick up more girls at the bar...WTF ever..
-too bad..if you want the charges reversed it's up to you to call the offending company and ask them to credit you
I was so blown away by not oly Verizons response to my problem but how they treated me.
I did get them to waive one of my two ETF's but beyond that my 3 month stay with Verion was horrific.
People rag on ATT and in reality they all stink in one way or another but Verizon is pure evil.
I've had US Cellular and ATT in the recent past and I maybe received one 'spam' TM combined. And going back over the past 10 years I can count on one hand the number of unauthorized messages I've gotten from the 4 or 5 carriers I've tried over the years.
There is something very fishy w/ Verizon. NO other cell carrier handles this issue like they do. They must have a sweet heart deal in place with these companies. And I wonder if VZW isn't submitting thier customers numbers because I am not kidding..this junk started coming in before I even got out to my car after paying for the phones.
The first 3 or 4 messages I shrugged off but when that $10 showed up on my bill I went through the roof.
I'd go w/o a cell rather than ever go back to Verizon.
I had T-Mobile and was charged for every unwanted incoming text message, so definitely not an issue specific to T-Mobile.
Virgin Mobile, btw, does allow you to disable text messages completely, which you can do on your own via their website.
Finally, as in this case, using "You" in the headline is appropriate as it applies to most of the readers. When the story only happens to one person, using "You" in the headline is stupid. Kudos.
This is why I will never have another cell phone contract.
uuuuuuuuuuuuugh
just don't sign up for that txt message shit. come on people. this is your own fault.
and yes, vtext.com is a nice feature, to let you block some real garbage out there.
you really wanna end all spam from your own failure? get a new number.
There's an easy way to fix this. Tell Verizon they are in breach of your contract and if they don't fix it you're leaving and not paying a penny to break your contract.
I've had verizon since 2003, and I haven't received ANY spam texts. Then again, I haven't signed up for anything! Do you really think that verizon is going to intentionally spam their own customers for the sake of making a little bit of money? I know that they may seem evil, but they aren't completely retarded.
Spam text at 2 am is infuriating!!! Anyone else been woken up by spam text?
@wesrubix: ooh, blaming the victim and a ridiculous non-solution all at once! wtg!
companies should not be allowed to charge at all for incoming texts without giving customers the option to refuse them.
@Lucky225: Amen!
When a phone call comes in and I don't know the incoming number, I get the option to not pick up the call and keep my minutes.
Why can't I get that option with incoming text messages?
Have 2 Nextel phones (Now Sprint/Nextel... Ok Cust service, better then straight sprint), I have TEXT turned off on one, and had span texts coming through on Sundays on the other. Took the CSR 2 minutes to not only look at the offending texts, but block the source on the "entire network" and did take it to heart when I suggested to put in place filters to save money by preventing people having to call in and get credited. Was so happy with the call, I hung up before I requested a credit, but on the next cycle, the credit was there!
@micasaessucasa: If you can count my friends when they're drunk, then yes ;)
Otherwise...nope.
This happened at ATT a couple of months ago (I know, I work there) - turns out the spam filters went down for about a week - I issued about a total of $5k worth of credits...was not fun AT ALL.
It's your grandfather's phone...Call the service provider and have text capabilities turned off. Problem solved. Isn't this obvious?
I was logged into my online account management for verizon, I have settings to block Premium text messages, and I know you can also turn off all text messages (I have done it before). (img)[img265.imageshack.us]
@wesrubix: you're a fucking moron.
just don't sign up for that txt message shit. come on people. this is your own fault.
You don't have to "sign up" for anything. If you bothered reading (which you obviously did not), you would learn that:
1. Text messages are opt-out, not opt-in (i.e., enabled by default with a long, painful process to turn them off with Verizon it would seem)
2. They did not, in fact, sign up for anything
If you honestly suggest getting a new number as one of the "preferred solutions", you're even more of a moron. Yes, let's get a new number every time this happens (which for some people is more than once daily, even).
Can we please start axing commenters again, Consumerist? Please?
When I bought my parents phones on my account, I just asked AT&T to disable their numbers from getting text messages, and they did.
I've had problems with unwanted texts. Sometime during SXSW 07 I was getting texts from a company (a large one that gave SXSW updates--can't remember which one) after completing their unsubscribe process several times. I called up T-Mobile, let them know the problem, and I didn't get anymore from them.
Of course, it probably would be tougher if you were getting texts from several different numbers.
I had something similar happen to me with Sprint. I started getting annoying text spam. At first I ignored it. But then when I saw my bill and was getting charged for it, I called Sprint. They removed the charges. It happened again the next month, and I called them again. They removed the charges again. They said they could block all incoming text messages to my phone, and I told them to do that. However on my next bill I had about 10 text messages that I was charged for. I called, and they said that even though they were blocking them to my phone, since they were coming to my account they charged me for them. I asked them what can I do at this point. The lady said, look at the message and go to the website listed and tell them to stop. I told her that you were blocking my text messages so I'm not getting them. WTF?!? So apparently they couldn't stop me from being charged for them. I wasn't too attached to my number and asked if changing my number would stop it, and she said probably. I changed my number and never got them again. I have since left Sprint after they screwed me on a new phone and left me a loophole to leave my contract early.
And now all Verizon needs to do is start sending the spam messages themselves. It'll be like printing money!
Incoming text messages do bill here in Canada.
I used to work for Sprint and with them we had two different text messaging blocks we could put in effect. One for standard text messaging and one for premium text messaging. Premium messaging would be messaging that would bill you at 9.99 a month or whatever and you'd be sent marketing messages.
If these messages are only billing at 0.20/msg then the system is treating them as standard messages. Therefore the only way to stop them (sadly) is to disable messaging on the phone completely. Either that or change the cell number.
Hmm, sounds like the reason the VZW rep wanted you to have phone in hand was to rule out Premium messaging. Some companies require an opt-out message to be sent to them from the originating phone number before they will stop billing you. I understand it was an inconvenience for you to have to get the phones if they were far away, but they were just trying to help.
As far as the blocking of web-based messaging, this can be done on vtext.com. Yes, it does require you to be a vzw.com registrant for each line to perform it: the website needs a profile to apply the settings to. Also, there is the option to block premium messaging right on the website.
Regarding the credits, it is procedure to credit any unwanted messaging charges. In a situation in which you call in to take care of this promptly and aren't asking for months and months worth of credit, I can't imagine you'd have too much of a problem. If a rep pushes back, request to speak to a supervisor. I guarantee you won't pay these charges.
VZW really is a good company. Unfortunately, it's possible with any company to get ahold of a less than great rep. I like to think I'm better than most =) This process really shouldn't take more than fifteen minutes, even for multiple lines. Sorry you had to spend so much time getting this fixed.
I've got the same problem with Sprint/Nextel. Finally told them to turn off text messaging, and they said to do that they'd have to kill my voicemail, too.
How convenient. So I continue to pay for incoming spam.
@Lucky225:
I find the notion of having to pay for (or have your minutes used by, same thing) incoming cell calls to be equally galling.
You don't pay for incoming calls in the other countries where I've used cell phones (Japan and Korea)
Turn Texting off completely and you won't have to worry about it (i did it, because my daughter keep texting those dratted .99 premium vote for whatever on TV). Haven't regretted it a bit, now instead of a text I get to hear my daughters voice on the phone. The only reason why cellphone companies charge so much for texting is they know people will spend the money on it, stop using it and the price of texting will drop. It's a supply vs. demand thing. Stop demanding such (using) services and the price will go down. Of course the phone companies will jack up whatever else is popular. Screw em, get the basic phone package turn off all the bloated (extra charges) services and pay less money to them.
@TechnoDestructo: Heck, I don't even pay for incoming texts while roaming with my Chinese SIM.
I live in the UK and I think that most people over here would find the idea of having to pay for incoming texts ludicrous and unbelievable. Texting is such an integral part of mobile phone usage over here that the notion of switching the service off is almost unthinkable.
Why not just send them a letter, certified mail, that you're NOT going to pay for unsolicited text messages. It's not in your ocntract, and if they keep charging you for them, bye! No ETF, no nothing.
VZW is teh suck.
@TechnoDestructo: From what I've heard most places that have free incoming make it free by charging the caller more. Hardly seems fair that I should pay more to call your cell than landline.
It sounds like the phone was inadvertently signed up for a premium text messaging service. At times it does not even take action on part of the wireless subscriber to do this, but a shady company looking to make a quick buck.
When I spoke to a Verizon associate, they are obligated to pay the 3rd party service and bill the customer the moment this happens. Ideally, the customer is too stupid to go back and check their bill after a month or two and see where the strange charges come from.
So it is a scam to try and get you away from your money, and Verizon just so happens to be caught in the middle.
My suggestion:
1) Sign up for premium text messaging block. It will ensure that any handset on the account will not be able to sign up for [intentionally or otherwise] any service which charges you to participate. [Voting on Idol, Survivor, getting "free" ring-tones]
2) Fool me once, shame on you. Fool me twice, shame on me. Only seek a credit for the most recent charges when dealing with these 3rd party charges. Honestly, you assume any and all liability when you choose to ignore the extra charges on your bill and pay them.
So, take the first couple of charges as a lesson learned and get a credit on the ones that happened within the last 30 days. Verizon will gladly do that, and possibly go back further if you remain calm. It doesn't hurt to ask at this point to see if they will "meet you halfway".
My boyfriend had this same issue and called Verizon who then blocked all text messages from email addresses. He was getting upwards of 10 messages a day.
There's supposed to be a way to block the messages via your account online, but we couldn't find the exact page. They hide it very well.
You don't have to pay for this blocking service...it's free.
I just found the page online at verizonwireless.com.
After logging into your account, roll over Messaging at the top horizontal menu, and choose Text Messaging from the drop down menu.
Choose Preferences on the left hand menu, and then Text Blocking.
You can choose to block all texts from email, from the web, or specific addresses.
A word of experience, even if you didn't sign up for these text messages (my bf didn't either), often times the same message comes in with the address off by 1 letter or #. So blocking individual addresses is difficult.
Good Luck!
Are any of the spams from a legitimate company with fixed address - contact information? Sue them under the TCPA. These are obviously unsolicited messages made to a cellphone. Respond with a "this is a cell phone, put me on your do not call list", then if you get another one it's off to small claims court @ $500/message.
Chris, obviously you forgot to do your homework. The New York Times put out a multi-page article about this very topic today. From the article:
I hate all cell phone companies. But your article is clearly an outright lie.
Full Article: [www.nytimes.com]
Some companies will not allow you to turn off the SMS feature. T-Mobile for one.
My problem was not SMS spam, but teenagers. Even when I had threatened my two daughters enough that they cut down (at the time, we had a fixed number of messages plan), their friends were another story. One month, my bill for texting alone was 150 dollars. I tried to have this feature disabled only to be told that it was needed "in case, T-mobile needed to get in touch with me" Gee, if there was only some other way..maybe some sort of two-way voice technology. The customer service rep suggested changing the girl's numbers every month or so (20 dollars a change). I finally was forced to sign up for unlimited messaging. Good thing too. I have the bill here in front of me and there were 15,000+ messages last month.