China Mobile Denies System Backend Problem Refused to Refund
Mr. Zhang Lao, as a user of China Mobile, suddenly received inexplicable 4 messages for ordering services, and was deducted by 95 yuan after the call. No money was deducted from any operation, and Mr. Lao was very puzzled. Although the family contacted customer service afterwards The business was canceled and refunded, but the next day they received two text messages to subscribe to a business and were deducted by 40 yuan. The family contacted the customer service again and was told that the refund can only be operated once. China Mobile Customer Service told the Beijing Morning Post that Mr. Zhang Lao's communication service is normal. The ordering service has nothing to do with the background. If it is not the owner himself, it may be a mobile phone virus. However, Mr. Zhang Lao’s family members denied this. The reporter’s investigation found that many users issued similar Tucao. Some of the deductions for SMS from the MIDI gaming platform even occurred during the unattended operation of the mobile phone in the middle of the night.
Inexplicit value-added services
Mr. Zhang Lao is 78 years old this year. Although he has a mobile phone, he is not commonly used, that is, calls from his children. He occasionally contacted an old friend on WeChat. At 7:00 PM on April 9th, 'China Mobile' sent a text message saying , Mr. Zhang Lao has successfully ordered the 'Mitsui South South Yuet Club' business, 15 yuan per month. Shortly afterwards, another text message said he ordered the 'Dream of the Three Kingdoms of the Eternal God Diamond Gift Package' provided by China Mobile Internet Corporation. After that, from the evening to the next day, Mr. Zhang Lao was 'ordered' several other game businesses, a total deduction of 95 yuan.
Mr. Zhang Lao is unfamiliar with the mobile phone business and thinks that it is a scheduled service for the women's mobile phone cards and tells them not to spend money. Mrs. Lee, who took the message and saw it, is angry. 'The deduction of charges is China Mobile's microphone. The value-added services of the game, I have never done it before. I just recharged 100 yuan and I was almost deducted. '
Re-ordered to apply for a refund was rejected
On April 12th, Mr. Li called China Mobile's customer service, reflecting the situation and asking why the business was handled. 'They and I said that it may be the old man who inadvertently clicks on a webpage. But in reality it is impossible because we have repeatedly Remind the old man not to make any fuss about the link. Saying that he's old enough, he wouldn't be holding a cell phone every day like young people do. 'Because the customer service quickly helped to withdraw money, Mr. Li's gas also disappeared.
But what Mr. Li did not think was that on the second day after the refund, the elderly people were 'handled' of the 'Mimi Auto Superman Reading Club' and 'Super Bear Jumping Resurrection Props' business without operating the mobile phone. The child was deducted 40 yuan. This time, China Mobile customer service personnel told Mr. Li that the refund application can only be made once, so the deduction on April 13 cannot be refunded.
Non-cases are deducted late at night
Beijing Morning Post reporter investigation found that Mr. Zhang Lao encountered game fees is not a case.
In February of this year, Ms. Zhou of the public sunk a bill. On the phone, she received 7 deductions and charges for short messages. The business involved is similar to that of Mr. Zhang Lao. All of them are from China Mobile's MIDI game platform. At 2:40 in the morning. Ms. Zhou said that she had not touched her mobile phone at that time. There was no possibility of a 'delay'.
Another netizen said, 'I have been deducted for four months now. When I saw the bill, I learned that I had spent money on a virtual game device. Fortunately, it was a one-off payment. It would be terrifying to deduct monthly payments. ' The loss of users suggested that, 'later from time to time to check the bills, maybe even when the money is baffled 'swallow'. ' In the post bar, and even the netizen specifically wrote an article to answer 'mike forced deduction how to do'.
Claiming that the system is correct can only be refunded once
Yesterday, the reporter called customer service from Mr. Zhang Lao’s mobile business. The other party claimed that the system was correct. 'If it is not the owner’s own operation, it may be a virus in the mobile phone.’ However, Mr. Li denied this statement, 'I’m halfway. Mobile phone access, father's father inside the mobile phone's protection software is my equipment, and received the deduction charge SMS after the first time I viewed it, there is no virus.
The customer service confirmed to the Beijing Morning Post that since the user had already applied for a refund, he could no longer apply for the second time. The other party promised that Mr. Li would apply for investigations to his superiors, but as of press time, the other party did not give any response.
■Lawyers' advice
Multi-dimensional rights of users promote normal operations
Beijing Zhongshi Law Firm, lawyer Zhong Lanan, told reporters that the above situation is often encountered in life. He suggested that if it is indeed the case that no operation is deducted, the user should not give up and complain with the operator because the loss amount is small. Should be refunded at the earliest time, if there is any damages, if the communication company can not give the user a reasonable solution, the user can apply for the consumer association to intervene in the mediation. If the business related disputes involve a large number of people, it affects A wide range of activities, Consumers Association can also file a public interest litigation. If you think that infringement of user interests, users can also sue to the court.
Zhong lawyer said, regardless of looking for operators or find consumer associations, the problem may be solved only in certain departments. Once the problem involves litigation will cause the company's high-level attention, not only help the resolution of individual cases, but also improve their norms on various platforms Claim.
In addition, Zhong lawyer also suggested that users can also report to the Ministry of Industry, 'Hope for telecommunications companies to fulfill corporate social responsibility, respect for consumer rights, and be a model of law-abiding business.'
Beijing Morning Post Hotline News
Reporter Zhang Jingyu