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Stolen mobiles still causing shock bills, says watchdog | Stolen mobiles still causing shock bills, says watchdog |
(about 5 hours later) | |
Stolen mobiles are still causing victims "shock bills", in spite of government promises to cap call charges, Citizens Advice has said. | Stolen mobiles are still causing victims "shock bills", in spite of government promises to cap call charges, Citizens Advice has said. |
The watchdog said consumers have faced charges of up to £23,000 each, after thieves used their phones. | The watchdog said consumers have faced charges of up to £23,000 each, after thieves used their phones. |
A year ago the culture secretary, then Maria Miller, promised that such charges would be capped at £50 by the Spring of 2014. | A year ago the culture secretary, then Maria Miller, promised that such charges would be capped at £50 by the Spring of 2014. |
The government said it was waiting for the industry to agree the details. | The government said it was waiting for the industry to agree the details. |
Citizens Advice claimed as many as 160,000 people a year are hit by high call charges, following the theft of a mobile phone or a SIM card. | Citizens Advice claimed as many as 160,000 people a year are hit by high call charges, following the theft of a mobile phone or a SIM card. |
Thieves often use them to call premium-rate or foreign destinations. | Thieves often use them to call premium-rate or foreign destinations. |
Many consumers have reported being charged several thousand pounds as a result, although the regulator, Ofcom, says the average bill is only £65. | Many consumers have reported being charged several thousand pounds as a result, although the regulator, Ofcom, says the average bill is only £65. |
Incentives | Incentives |
In one recent case, a teacher from North Wales was sent a bill for £15,000, despite reporting the theft immediately. | In one recent case, a teacher from North Wales was sent a bill for £15,000, despite reporting the theft immediately. |
"The injustice of shock bills for phone crime victims must end," said Gillian Guy, the chief executive of Citizens Advice. | "The injustice of shock bills for phone crime victims must end," said Gillian Guy, the chief executive of Citizens Advice. |
She wants the £50 cap introduced as soon as possible, in line with caps on stolen credit and debit cards. | She wants the £50 cap introduced as soon as possible, in line with caps on stolen credit and debit cards. |
In response, the government said a deal had been reached with the phone companies in principle, but the final details still had to be worked out. | In response, the government said a deal had been reached with the phone companies in principle, but the final details still had to be worked out. |
It said Ed Vaizey, a minister at the Department of Culture, Media and Sport (DCMS), was hoping to have a meeting with the industry soon, to get the cap implemented. | It said Ed Vaizey, a minister at the Department of Culture, Media and Sport (DCMS), was hoping to have a meeting with the industry soon, to get the cap implemented. |
The mobile operators said discussions with the government, the regulator and the manufacturers were ongoing. | The mobile operators said discussions with the government, the regulator and the manufacturers were ongoing. |
But one operator said it was concerned that a cap could mean some consumers not bothering to report a stolen phone. | But one operator said it was concerned that a cap could mean some consumers not bothering to report a stolen phone. |
"It's important that there remains an incentive to report a lost phone to prevent fraud, as we do not want to create an environment where it is even more attractive for criminals to focus on mobile phone theft," said a Vodafone spokeswoman. | "It's important that there remains an incentive to report a lost phone to prevent fraud, as we do not want to create an environment where it is even more attractive for criminals to focus on mobile phone theft," said a Vodafone spokeswoman. |
Spanish hotspot | Spanish hotspot |
At the moment, consumers are not liable for the cost of phone calls once they have reported a loss to their provider. | At the moment, consumers are not liable for the cost of phone calls once they have reported a loss to their provider. |
But Citizens Advice said phone companies could do more to detect stolen phones, by monitoring calls to high-cost numbers. | But Citizens Advice said phone companies could do more to detect stolen phones, by monitoring calls to high-cost numbers. |
The advice being offered to consumers is: | The advice being offered to consumers is: |
Citizens Advice said that of the cases it had dealt with this year, more than a third involved phones stolen in Spain. | Citizens Advice said that of the cases it had dealt with this year, more than a third involved phones stolen in Spain. |
And most of the phones stolen in Spain were taken in the popular destination of Barcelona. | And most of the phones stolen in Spain were taken in the popular destination of Barcelona. |
Was your phone stolen? Have you been affected by the issues raised in the story? You can share your experiences emailing by haveyoursay@bbc.co.uk. If you are happy to be contacted by a BBC journalist, please include a contact number. | |
Have your say | Have your say |
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