TheBakersfieldCalifornian.com

Contributing columnist

Editor's note: Action Line is a weekly column from the Better Business Bureau answering consumers' questions and concerns about money and business issues.

Dear Action Line:

I would like to report a scam. For some reason, on my last cell phone bill, there were companies I've never heard of charging one of my lines $9.99 each, for a total of $19.98. No purchases were made to these companies from the line in question, or any line on the bill for that matter.

I do not appreciate being charged for things I did not purchase, and I further do not appreciate being unable to stop these charges. The charges are automatically set to reoccur on Feb. 21. I have looked online, and have found several other people who have had this problem with my cellular carrier as well as other major carriers.

I have already filed a complaint with my carrier requesting a refund. What else can I do? Can you stop these people?

Dear Reader:

Unfortunately, the BBB cannot stop the charges you referred to in your message. I spoke with a customer service representative at your carrier and these charges are becoming quite common among all the wireless carriers as Internet access via cell phone becomes more and more common.

According to the cellular company, apparently, at some point, someone must have web searched on your phone and participated in a contest, survey, game or something where the fine print tells you that you authorize these monthly charges through your continued participation. Many times, the user is under the mistaken impression that the survey, game or whatever is free of charge even though the recurring monthly fees are explained in the fine print/terms of agreement and use.

I realize this is very frustrating for you and for anyone who has received these charges. After I had spoken with the cellular company, I discovered that someone in our office experienced the same charges on her daughter's phone and the carrier (the same one you use) did refund the first-time charges.

They also suggested what is called a "Purchase Blocker," a free service that will prohibit future similar charges on the phone. However, while this will stop the "hidden" charges, this does mean that you or someone using your phone might try to participate in something online and be told you are blocked. The blocker will not prohibit you from making deliberate, intentional purchases from your phone where you provide specific payment information (like buying from an online or a retail store).

I regret this happened to you. Cell phones are frequently a wonderful addition to our lives, but as they become more sophisticated, it is easier to rack up charges without even realizing it. Fine print is annoying and time-consuming and I am as guilty as the next person when it comes to automatically clicking "I agree" without actually reading the terms of agreement and use. But it is something we all need to take time to do.

You might want to follow up with your cell carrier again. My colleague said it took her about 20 minutes to resolve the issue but it was resolved right on the phone without any paperwork or complaint forms. We both (independently) called Customer Service for the carrier and the customer representatives immediately knew what we were referring to and offered us the same explanation and advice.

If you are unable to resolve the issue with the carrier, you can file a complaint with the BBB online at cencal.bbb.org.

-- Vickie Sanders is assistant director of business services for the Better Business Bureau serving Central California. Send your consumer concerns, questions and problems to Action Line at the Better Business Bureau, 1601 H St., Suite 101, Bakersfield, CA 93301 or vickie@bbbcencal.org.