Roaming fee cancellation package is still charged for 43 months. How many "confused accounts" do the three major operators have?
CCTV News:Recently, some media have received complaints from consumers, saying that the mobile phone of their loved ones has been charged a roaming package fee called "Family Province", and the roaming fee for mobile phones has been cancelled as early as 2017. Why do you keep charging for services that have been cancelled? China Mobile’s customer service responded that users will always charge by default if they don’t take the initiative to cancel.
The reporter searched on the internet complaint platform and found that the phenomenon of unknown deduction and hidden charges by the three major operators still occurs from time to time. However, the above phenomenon has not been paid enough attention due to factors such as being difficult to be discovered, involving a small amount of money and high cost of safeguarding rights.
Roaming fee cancellation package is still charged. Customer service: users will always charge by default if they don’t take the initiative to cancel.
Recently, Mr. Zhao found that the mobile phone of the elderly at home has been charged the "family province" package fee. Mr. Zhao said that because the elderly at home had worked in the field for a period of time before retirement, he handled this business for the elderly at that time in order to save communication fees.
Mr. Zhao said that he had forgotten that there was still this set meal, because the amount was not much, and the old people at home didn’t pay attention to it every time the fee was deducted. However, recently, when he was helping the elderly to sort out unused mobile phone numbers, he found that the bills of the past few years also included this package fee.
But what puzzles him is that as early as September 2017, the three major operators have cancelled long-distance and roaming charges nationwide, so why has this package been deducted? "Roaming fees are not collected. What’s the point of this package? Why doesn’t the move cancel actively? "
In view of this situation, Beijing Mobile Phone Customer Service said that the "domestic roaming plan" service requires users to send SMS to unsubscribe, otherwise even if the service no longer exists, the fee will still be deducted. The customer service staff said that "the cancelled business will also generate package charges" is a system problem, and he can’t solve it, so he can only apply to the superior for handling.
According to the "China Mobile Communication Customer Network Access Service Agreement" officially issued by Beijing Mobile, it is clearly stipulated that "in case of unified adjustment of the tariff standard by the competent government department, this agreement will be implemented at the specified time according to the adjusted tariff standard by the competent government department." Obviously, Mobile has not fulfilled its promise in the agreement. In the face of the business that the government has already stipulated that it will no longer charge, Mobile is still charging the package fee.
Why are the services of nearly 200,000 operators always unsatisfactory?
In 2016, when Mr. Li of Xuzhou handled the mobile phone number under his personal name, Mobile handled the business of phone bill withholding and color ring back tone for him on the grounds that he recommended to bind the family number for free. Later, the mobile phone number was abandoned for many years. On February 14th this year, while checking the phone bill for his family, Mr. Li learned that the previously abandoned mobile phone number had been deducting the phone bill from his family, with a total deduction of 1,728 yuan.
"I haven’t received any reminder from the operator for so many years. I called 10086 customer service to complain, and it’s been ten days, and I didn’t get a satisfactory result." Mr. Li said that Xuzhou Mobile was willing to refund its CRBT fee for two years later, but he was not satisfied.
Mr. Li hopes that Mobile can compensate all the expenses deducted from the mobile phone number in the past six years. At the same time, he thinks that the services provided by Mobile are suspected of fraud. According to the relevant provisions of the Consumer Protection Law of People’s Republic of China (PRC), Mobile should pay it a total of 6,912 yuan according to the principle of "one refund and three losses". Mr. Li revealed that he had filed a complaint on the complaint platform on February 27 this year, but he has not received a substantive response from Mobile.
Like Mr. Li, waiting for the mobile response, there is Ms. Yang who was "inexplicably" opened the monthly traffic package business last week. Ms. Yang said that she had successfully drawn a member of a video website when she participated in an APP lottery. After entering her mobile phone number and verification code, she immediately received a short message from China Mobile, saying that she had launched the mobile "30 yuan 10G monthly subscription" package.
"I don’t want to open this business. I contacted the mobile APP customer service early the next morning to cancel this package, but the other party told me that I couldn’t cancel it, and I had to wait for the operator to contact me." On the morning of that day, Ms. Yang called the customer service staff several times, and the other party responded that it could not be cancelled. In the meantime, Mobile never contacted her. "When it was opened, it was only necessary to receive a verification code. When canceling the business, the consumer could not cancel it after many twists and turns."
The above two consumers are not alone. Only on the complaint platform of Black Cat, there are nearly 200,000 complaints against China Mobile, China Unicom and China Telecom, while there are more than 100,000 complaints against China Mobile. Through combing, CCTV reporters found that these complaints include the automatic deduction of the changed package without the user’s knowledge, the difficulty of inducing the opening of a new package and canceling it, and the automatic deduction of the package after exceeding the traffic.
(Complaints against the three major operators on the black cat complaint platform)
Lawyer: Operators should take the initiative to disclose the changes of charges to consumers, and suggest canceling the charges for caller ID of mobile phones.
Zhou Shihong, member of Chinese People’s Political Consultative Conference, vice president of Anhui Lawyers Association and director of Anhui Tianrui Law Firm, said that the above-mentioned operators’ operation methods have infringed on the legitimate rights and interests of consumers. Lawyer Zhou explained that in most cases, the amount involved in the hidden deduction of fees by operators is usually small, and the cost of rights protection is relatively high, so many consumers can’t choose it.
In addition, "there is still information asymmetry, and it is difficult for ordinary people to tell the difference between many packages provided by operators", so many consumers have been "accidentally" handled a certain business, and some have found it after a long time, but it is very difficult to cancel it. Lawyer Zhou believes that as an operator, it should take the initiative to disclose and inform consumers of the changing charging rules. "What should be collected should not be collected, which is related to the honest operation of enterprises."
During the interview, Mr. Zhou also introduced to the CCTV reporter the proposal he put forward at the two sessions this year about "telecom operators canceling the charges for caller ID of mobile phones". Similar to the "hidden charges" mentioned in this article, some respondents said that they still don’t know that operators are charging users for caller ID fees at present.
Lawyer Zhou found in the investigation that the charging standards of different operators in different regions are not the same, which are generally below 10 yuan per household per month, ranging from 3 to 6 yuan. Some of them are included in the tariff package, and some directly indicate the caller ID fee. At present, there are about 1.6 billion mobile phone users in China. According to the fact that 50% of the users open the caller ID function, the annual caller ID fee charged by operators is 28.8 billion yuan based on the monthly 3 yuan of each household. In addition, some fixed telephones also charge for caller ID.
Lawyer Zhou believes that, first, caller ID charges are out of touch with costs. In today’s technical conditions, "caller ID" is the standard function of communication equipment, and the cost of providing "caller ID" function for operators is almost negligible (in reality, operators have never disclosed the cost basis of caller ID charging).
Second, the operator charges the caller ID fee, but it is not responsible for the wrong caller ID. In recent years, the number of online telecom fraud cases is increasing day by day, and more than 90% of them are fraudulent by tampering with telephone numbers. Criminals use or tamper with the caller ID, display the wrong number to mislead the owner and commit fraud, but operators are not responsible for this. Therefore, in order to safeguard the legitimate rights and interests of users, we should further standardize the charging behavior of telecom operators.