The President of the Polish Office of Competition and Consumer Protection (UOKiK) has required T-Mobile to modify its “Order with T-Mobile” service and to provide compensation to consumers who were charged for subscriptions they had not ordered. The investigation found that the way the service operated could result in fees being added without the user’s conscious consent. As a result, the operator must introduce additional activation confirmations and clear rules for informing customers about costs. Consumers will also gain the right to recover funds that were charged without justification.
UOKiK stresses that digital subscriptions must only be activated through an explicit action by the consumer. In the case of T-Mobile, services could be triggered accidentally, for example by visiting the website of a content provider. There was also a lack of clear information about costs, cancellation rules, and even the identity of the actual service provider. This was the key reason for regulatory intervention.
Comment by the President of UOKiK
UOKiK President Tomasz Chróstny emphasizes that consumers must have full control over their phone bills. He notes that no paid service may activate as a result of a technical error or a user’s oversight. The changes imposed on T-Mobile aim to eliminate the risk of subscriptions being launched without clear consent. According to UOKiK, this is an important step toward greater transparency in the telecommunications market.
How did the “Order with T-Mobile” service work?
“Order with T-Mobile” was a direct billing model that allowed charges for digital content to be added to a user’s phone bill. Through this system, customers could pay for games, entertainment services, or video content, with T-Mobile acting as an intermediary between the consumer and external companies. The content providers included Vodonline, Wizzgames, Gameland, and Zaplium. T-Mobile did not supply the content itself but collected payments for it.
The most serious problem was the automatic retrieval of a user’s phone number when browsing via mobile internet. The user did not have to enter their number manually or confirm a purchase with an SMS code. Simply visiting a website or clicking a banner could trigger a paid subscription. This deprived consumers of real control over service activation.
Users of SIM cards placed in routers or LTE modems were particularly vulnerable. On such devices, SMS messages confirming activation were invisible, and many modems could not send a “STOP” command. As a result, a user might have had no awareness of the activated service until receiving their bill. This created a significant risk of charges accumulating beyond the account owner’s control.
The investigation conducted by UOKiK also found that phone bills lacked clear names of services and providers. Customers did not receive confirmation of the terms for using the “Order with T-Mobile” system, even though it was the basis for the charges. In replies to complaints, the operator often failed to explain how the activation occurred. The system was therefore opaque and made it difficult for consumers to pursue their rights.
Following the regulator’s intervention, T-Mobile must implement a multi-step, secure activation process. The user will manually enter their phone number, receive an SMS code, and confirm the decision on the provider’s website. Every stage will be verified by the operator to prevent accidental activations. The system is intended to ensure full consumer awareness and consent.
T-Mobile has also been required to provide clear information about pricing, the service provider, and cancellation rules. Phone bills will display readable service names so customers can easily identify charges. The process for handling complaints will also change—responses must include a full explanation of how the activation occurred. These measures are designed to increase transparency and accountability in customer service.
Compensation for consumers
The UOKiK decision includes financial compensation of 500 PLN for consumers whose complaints were rejected or only partially accepted between 2018 and 2024. This applies to users who were affected by services activated through “Order with T-Mobile” and incurred unjustified fees. Additionally, those who used Vodonline, Wizzgames, Gameland, or Zaplium will receive a refund of charges for a 60-day period, provided that no previous reimbursement was made. This is intended to compensate for improper billing.
T-Mobile will contact eligible users via SMS, letter, or email, depending on whether they are current or former customers. Consumers will be able to choose their preferred payout method: bank transfer, postal order, or a reduction in their current bill. Funds will be distributed after the UOKiK decision becomes legally binding. The process is expected to cover all affected consumers.
UOKiK actions in the telecommunications market
The T-Mobile case is part of broader UOKiK efforts related to direct billing services in the telecommunications sector. With the entry into force of the Electronic Communications Law, the authority is analyzing how operators are implementing the new regulations. The goal is to prevent situations in which consumers lose control over charges on their accounts. UOKiK has announced continued monitoring of the market.
Source: https://ceo.com.pl/t-mobile-ma-zwrocic-srodki-klientom-uokik-uslugi-aktywowaly-sie-bez-zgody-68024
