Paid them off with credit card?

[dunce]

Hi all,

Firstly, THANK YOU for creating this wonderful forum!! I would have been lost without you tonight.

I received a call from a worried relative tonight who had installed a Platte Media Subscription. As an internet novice he installed it without realising what he was doing, then thought if he paid them the £29.99 they were asking for it would go away. Unfortunately it hasn't and now he's called me for help.

Thanks to the advice on this forum I've got him running Spyware Terminator (as I type!), hopefully it will be successful in removing it. If not, I'll try all the other options...

My worry is the money side of things. Visa have already authorised and are processing the first transaction, but he's worried if he's now signed up for a subscription. How do MBS operate? Are they likely to keep on getting money from his visa card? He tried calling Visa asking them to cancel the payment and they fobbed him off telling him to contact Platte Media - looking at the feedback on here I don't think they are going to be much assistance. He's understandably worried he's signed his life away. Apart from cancelling his credit card, we're a bit stumped on what to do.

Anyone out there had a similar experience?
Really appreciating your help...
Dunce!

[ForumFriend]

Hello D,

Glad you've found us!

Theoretically, no trader should just keep drawing on a credit card of which they've received the details for one transaction.  In the case of your relative, my advice would be to cover his back by putting in writing the following:

1) that he is, forthwith, cancelling any subscription to the site, having paid one month's subscription

2) that he wants them to confirm in writing that he is paid up to date and that nothing more is owed

3) that they are, on no account, to charge him with any further subscription.

Then send the letter by recorded delivery to the company.  This then establishes his position.  He should then send a copy of that letter to Visa, with a covering letter to them to state clearly that he does not authorise any further payments to Platte Media.  Again, send this recorded delivery.

In the event that Platte Media DO try to charge anything more to his Visa account, he will then have concrete evidence to show that he has not authorised such payment, which will strengthen any case he may have to make.

Personally, I don't think they are likely to try this one on as it would expose them even further for the scam artists that many believe them to be.  But, as an insurance policy, I think what I've suggested will give him a watertight defence.

Incidentally, one of the things that MBS/Platte have undertaken, with the OFT, NOT to do is to "fail to provide  information about how consumers can have the 'pop-up' generating software uninstalled at any time".  From what you have posted, it would appear that they have done exactly this, and I believe you need to register a complaint with the OFT about this.

It's a bit late now, but I will try to look further at this for you tomorrow.

[dunce]

Thanks for the advice ForumFriend, I'll pass it onto him.

We were not successful at removing the software last night, but it was late and I was trying to instruct him over the phone which is never easy. I've told him to keep the PC powered off until I can get over there tomorrow evening - thankfully his computer use isn't critical. I presume as he's payed a months subscription he won't have to pay any more money providing I can get rid of it before the month is up...? Leaving it a day or two won't harm him.

Obviously it's difficult to diagnose the full problem as I haven't seen the PC yet, but he did tell me that there was an "uninstall" option but he couldn't get it to work - it could be user error or it could be that it isn't available. Would you recommend using their own uninstall software? Personnally I'd prefer to use a third party that I have more faith in!

I feel really sorry for the guy, he was just getting his confidence with the Internet and now this has blown it.

Anyway, thanks again for the advice.
D.

[ForumFriend]

Well, their 'uninstall' is *supposed* to work, and since it forms a part of their contract with him, in theory he should use it.  Like you, though, I have doubts about anything connected with this outfit.

Nonetheless, perhaps he should give it a try.  Then, if it doesn't work, or if other problems emerge as a result, his case against the company will be strengthened.  If he uses other methods, he has no redress against Platte Media, does he?  Similarly, since the Office of Fair Trading are taking them at their word, any problems with uninstalling the software using the Platte Media methods will be of interest to the OFT.

What you could, as his friend, perhaps do to check this out is to go into his system 32 folder before the uninstall, look for the folders which appear to have been downloaded as a result of the 'subscription' (ask your friend when he visited the site, or when the pop ups first appeared - in the latter case, go back three/four days and look for a batch of files that appeared around that time on system 32), note their names, then, after running the uninstall, go back into system 32 to see if those folders are still there.

These are just suggestions to help you on the way.  Look elsewhere on the forum for methods which people have tried and which appear to have worked for them.  But, I'd say, try the uninstall first for the reasons I've given.

[dunce]

Thanks FF - I appreciate the advice. I will try their uninstall method first (I'd hate for him to get a second bill because I didn't use their uninstall method!) - but I'll also do a full system scan after. I'll let you know how I get on.

With thanks,
D.

[jonlewi5]

hi dunce,

id just like to add one or two things on top of what FF has said,

when i was researching MBS, there websites had a TINY "cancel membership" link, ill check the platte site for one for you.

i also noticed that when i did "uninstall" there software, it infact removed NO files, all the files where there, so the "uninstaller" was rubbish.

what i sugggest you do even after you cancel your membership, is to check for any platte related files on your pc, ill try and find a list for you in the morning, bit knackered at the mo lol