Cell C evaluating double opt-in service
Cell C is currently evaluating a technical solution for a double opt-in service to protect their customers against wrongful billing from wireless application service providers (WASPs).
Wrongful billing by application service providers has been a contentious issue for years, and to date nothing stopped a WASP from billing any cellular number as they see fit (sometimes without any authorization from the subscriber).
The only recourse subscribers have is to lay a complaint at the Wireless Application Service Providers’ Association (WASPA) WASPA and hope for a refund.
However, this is changing. In December 2011, Vodacom implemented a double opt-in system through which its subscribers receive a confirmation request directly from the mobile network operator when they subscribe to WASP services.
Vodacom explained that the service is called “double opt-in” because the initial service request from the customer is regarded as the first opt-in, and the confirmation of the service requested is regarded as a second opt-in.
“Only once the subscriber has confirmed the service request, will the customer be deemed to have subscribed for the service,” Vodacom said, adding that this confirmation message from the customer won’t carry an extra cost.
Vodacom was the first mobile operator to implement a double opt-in service, but other providers are also working on a similar solutions.
Karin Fourie (Cell C)
Cell C said that they are in the process of evaluating a technical solution for a double opt-in service for implementation later this year, or in early 2013.
“Furthermore, WASPA continues to enforce the double-opt-in practice that currently governs all subscription services offered by WASPS, and Cell C continues to enforce WASPA membership for all of its WASPS in order to ensure compliance and protect customers in this process,” said Cell C spokesperson Karin Fourie.
Cell C added that their subscribers can request, via the Cell C call centre, to be blocked from all WASP billing. “WASPS are then requested and required by Cell C to immediately unsubscribe the customer from such services,” said Fourie.
“Cell C also provides refunds in those instances where it is proven that a customer has been wrongfully billed. Furthermore, each subscription service is required to, and does, have an opt-out option, which customers can use to unsubscribe from unwanted subscription services,” Fourie concluded.
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