The Hidden Costs of Online Q&A Services: What You Need to Know
If you’ve ever searched online for help with a tech issue, a legal question, or customer service support, you may have come across websites like Howly or JustAnswer. They promise instant access to verified experts for a small fee—often just £1. But behind that tempting offer lies a subscription model that could quietly drain up to £50 from your account each month.
What Are These Services?
Howly and JustAnswer are online platforms that connect users with professionals across various fields—law, tech, healthcare, and more. They often appear at the top of search engine results, especially when you’re looking for help from companies like Apple, BT, or Virgin Media.
The catch? That £1 fee is just the beginning. Unless you read the fine print, you might unknowingly sign up for a recurring monthly subscription.
Real Stories from Real Users
Several users have reported being misled by these services:
- One man thought he was chatting with Aviva’s customer support. He paid £1 expecting a refund, only to discover a £24 charge from Howly. Thankfully, he caught it early and cancelled.
- Another user believed she was speaking with Octopus Energy. After paying the initial fee, she was hit with a second charge and flagged by her bank for suspicious activity.
- JustAnswer has similar complaints. One person thought they were speaking to a BT engineer, paid £1, and later found £35 missing from their account. Another assumed it was a free tech forum—until the charges appeared.
How Do These Sites Reach You?
These platforms often use paid ads to appear in search results. JustAnswer (based in the US) and Howly (promoted by Cyprus-based VHAPPS Limited) are verified advertisers on Google. Their ads sometimes mimic official support channels, using phrases like “Virgin Online Chat 24/7” or “Contact BT Customer Services.”
On Bing, Howly ads have even outranked official websites for Apple, BT, and EE. It’s easy to see how someone in a hurry could mistake them for legitimate support.
What Do the Tech Giants Say?
Both Microsoft and Google have responded to concerns:
- Microsoft says it’s investigating and will remove any ads that violate its misleading content policies.
- Google insists it enforces strict advertising standards and continues to invest in technology to protect users.
Why You Should Be Cautious
While these services do disclose their pricing—eventually—it’s often buried in the payment process. Refunds may be possible through direct contact or by using chargeback protections via your bank. But the burden is on you to spot the charges and act quickly.
When tested, both platforms failed to clearly identify themselves. In one case, JustAnswer’s chatbot claimed to be “Pearl Chatbot, Apple Technician’s Assistant”—a name that could easily mislead users into thinking they were speaking with Apple.
Regulatory Oversight and Reviews
The UK’s Advertising Standards Authority has received multiple complaints about JustAnswer and one about Howly. Though informal rulings led to ad changes, no formal investigations have taken place.
On Trustpilot, JustAnswer has two profiles—one with mostly positive reviews, and another (my-secure.justanswer.co.uk) with 97% one-star ratings. Trustpilot has since closed the latter to new reviews and redirected users to the main profile.
JustAnswer also operates another site, Chatwithtechsupport.co.uk, which currently holds a 100% one-star rating.
Final Thoughts
If you’re looking for expert advice online, be cautious. These services may offer convenience, but the cost can be steep—and not always transparent. Always double-check the website you’re on, read the fine print, and monitor your bank statements for unexpected charges.
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