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Refund of unused call or data allowance

Your right to a refund of the outstanding balance upon termination depends on what is stated in your agreement with the operator. In some cases, you may be entitled to a refund when you switch operators for prepaid cards, and the rules should be balanced between you and the operator so that the same rules apply depending on whether you or the operator terminates the agreement.

Page summary

From June 3, 2022, new rules apply for prepaid cards. This means that in some cases you can get back the remaining call or data balance when you switch operators. The operator must not have contract terms that are unfair or unbalanced. An example of unfair terms is if the operator gets to keep your prepaid balance when you terminate the contract, but you yourself do not have the right to compensation if the operator terminates it. If the operator claims that they can keep your balance upon termination, they must show that it is stated in the contract.

Refund of call credit and data credit upon termination or change of operator

If the operator informs you that you will lose your credit when you terminate the contract, they must show that there is support for this in the agreement. However, such a contractual term must not be designed in a way that can be considered unreasonable or unbalanced.

An example of an imbalance is a contractual term that means the operator has the right to keep paid call credits when the subscriber decides to terminate the contract without having the corresponding right to compensation when the operator terminates the contract.

From June 3, 2022, new rules apply for prepaid cards, which mean that the operator must use contractual terms that may give you the right in certain cases to have remaining credits – credit – refunded if you change telephony or broadband operator.

Frequently asked questions

How can I find out which company has charged me for a premium rate service?
On the invoice from the operator, according to the rules decided by the Swedish Post and Telecom Authority (PTS), there should be contact information for the company responsible for a mediated service. Usually, there is a phone number for the company’s customer service on the invoice. If there is no phone number, you can contact...
To page "How can I find out which company has charged me for a premium rate service?"
Money is being deducted from my mobile bill by a company I don’t recognise – why?
Premium rate services are services billed via the phone bill from the operator but performed by another company. When the operator charges for a mediated service, the usual call or SMS cost goes to the operator, while the cost of the actual service goes to the company that provides the mediated service, the service provider....
To page "Money is being deducted from my mobile bill by a company I don’t recognise – why?"
Are minors allowed to use premium rate services or make other types of purchases via a mobile subscription?
The legal situation is not entirely clear when it comes to minors’ use of premium telecommunication services. It is the responsibility of the subscription holder to cover the costs incurred from telephony, including premium calls, in-app purchases, other premium telecommunication services, and international calls. If the subscription holder lends the phone to someone else, partner,...
To page "Are minors allowed to use premium rate services or make other types of purchases via a mobile subscription?"
What is a premium rate/third-party/other service on the invoice?
The bill may pertain to purchases made with the phone, such as chat and dating services, competitions, or various mobile services like ringtones. On the invoice, they are often referred to as mediated services with numbers that usually start with 0900-, 0939-, 0944-, 099- or five-digit short numbers, for example, 72 111. If your complaint...
To page "What is a premium rate/third-party/other service on the invoice?"
Is the provider allowed to charge an invoice fee?
If the operator charges an invoice fee, it must be stated in the agreement. The invoice fee should be stated in the agreement or the operator’s price list. Most operators offer alternatives to sending out paper bills such as e-invoice or direct debit. If you choose one of these options, you can often avoid paying...
To page "Is the provider allowed to charge an invoice fee?"
I haven’t received a bill – do I still have to pay?
It is important to know that you must pay regardless of whether you have received a bill or not. Therefore, contact the operator if you have not received a bill in accordance with the agreement. An operator has the right to charge you retroactively for up to three years. Therefore, it is very important that...
To page "I haven’t received a bill – do I still have to pay?"
My invoice from the provider says I’ve purchased third-party or other services from a company I’ve never heard of. What is this?
Premium rate services are services charged via the phone bill from the operator but performed by another company. When the operator charges for a mediated service, the usual call or SMS cost goes to the operator, while the cost of the actual service goes to the company providing the mediated service, the so-called service provider....
To page "My invoice from the provider says I’ve purchased third-party or other services from a company I’ve never heard of. What is this?"
I’ve been charged for calls to premium rate numbers I don’t recognise – what should I do?
It may be appropriate to first find out which company is behind the payment number on the invoice, as that knowledge can be useful when trying to figure out what has happened. The operator should provide contact details for the service/company that charged on the invoice. If you have been charged for premium calls that...
To page "I’ve been charged for calls to premium rate numbers I don’t recognise – what should I do?"
Can I get call itemisations retroactively?
The operator is not obliged to send out information about calls made further back in time than the most recent billing period free of charge. It is also not certain that this information is saved. If it exists, the operator may charge a fee to send the information to you. The operator determines the amount...
To page "Can I get call itemisations retroactively?"
I have a brand new mobile subscription and have been charged for services I haven’t ordered. Why?
Have you recently acquired a new mobile subscription, a mobile broadband subscription, or a prepaid card with a new mobile number, and have you in connection with this been charged for premium services that you are not aware you have ordered? Then it may be that a previous user of the mobile number has started a subscription service of some kind that has not been terminated before the mobile number changed owner. Unfortunately, it sometimes happens that a mobile number is not left long enough “in quarantine” before it is reused, and then started subscription services do not get terminated....
To page "I have a brand new mobile subscription and have been charged for services I haven’t ordered. Why?"

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