20 yuan a month was deducted for 27 months before I found out?
The charge items all include insurance products.
Credit card monthly deductions. Consumers are confused to pay?
Do you understand every month's bank credit card bill?
Have you noticed any unclear charges?
Recently, a reporter from the Beijing Youth Daily found that a large number of cardholders complained on the online platform that the Pudong Development Credit Card had opened charging items without their own consent. Each item was charged from 8 yuan to 20 yuan per month. Most people had already charged two when they found out. Three years or more.
Why did the SPD Credit Card provide consumers with charging services in the first place?
Why do so many cardholders have been deducted for so long before discovering the problem?
A reporter from Beijing Youth Daily conducted an investigation.
Find
"Playing around the world" inexplicably charges 20 yuan per month
Xiao Fei recently discovered that her Pudong Development Credit Card did not make any purchases last month, but the bill showed that she needed to repay 20 yuan.
"Obviously I didn't swipe the card, so why have to repay?" After checking the bill carefully, she found that it was a consumer called "Playing around the World".
Xiao Fei has no idea what this "playing around the world" means, nor does she remember where she had such consumption.
I checked the Internet and found that many Shanghai Pudong Credit Card netizens had spit out the money they were deducted by this "playing around the world".
Xiaofei hurriedly checked the past bills of the Pudong Development Credit Card on the mobile app for the first phase, and was surprised to find that this project actually deducts 20 yuan every month, starting in January 2019 at the earliest.
This means that Xiaofei has paid for this inexplicable "Global Fun" for 27 consecutive months, spending a total of 540 yuan, and she has no impression of how this charging project was opened.
Four complaints are deducted up to 8 yuan or 20 yuan per month
On the consumer service platform "Black Cat Complaint", a reporter from Beijing Youth Daily found many cardholders who had the same experience as Xiaofei.
As of April 20, there have been 12,266 complaints against Pudong Development Credit Card Center on the platform, which is much higher than that of other banks' credit cards.
On the Ju Complaint platform, the number of complaints against Pudong Development Bank's credit card is also rising, which has exceeded 6,300.
In addition to professional complaint platforms, some well-known social networking sites and forums often see SPD credit card customers complaining about long-term deductions.
From the content point of view, complaints against SPD credit cards are mostly related to "private deductions".
A reporter from the Beiqing Daily searched roughly for "Black Cat Complaints" and found that there were 2,154 complaints about "Private Deductions" of SPD Credit Cards, while complaints from other banks were mostly dissatisfaction with cardholders overdue over collections and negotiated reductions.
"The Pudong Development Bank credit card will charge me 8 yuan a month from May 2018, and 28 yuan a month from March 2019. I have not read the bill because of the small amount. January 2021 Until March, I had not used a credit card and had to deduct 28 yuan every month. I paid attention to the bill. The Shanghai Pudong Development Bank Credit Card Center has not told me about the consumption of this fee."
"The Pudong Development Credit Card deducts 60 yuan per month without knowing it, and it has been for two years. There has been no SMS call reminder."
The reporter found that the deduction items most complained by netizens include "Playing around the world" (1210 items), "Free repayment" (962 items), "Theft-free brushing extreme version" (928 items) and "Xiaopu Wuyou-Telephone Doctor" "(Article 862).
These four items are charged on a monthly basis, except for the "free brush" which is 8 yuan per month, and the other three items are 20 yuan per month.
The "lucky" complaining customer only opened one item of "theft-free brushing" and only deducted 8 yuan per month; for the "unlucky" customers had all four items, with a monthly deduction of 68 yuan, most people would have two or three Deduction items.
In addition to the four items with the most concentrated complaints, the monthly "one-click call" of 20 yuan, the "Weiyitong" of 28 yuan a month, and the "borrower accident insurance" of 35 yuan a month are also involved.
From the point of view of the deduction time, some people found it early and only deducted it for 4 months. Some people deducted it for three or four years when they discovered it. The amount involved can range from more than 100 yuan to several thousand yuan.
Many customers said that they don't know what these charging items are actually doing, and they have been deducted for so many years in a daze.
Some people didn't even have a passport, and they paid 27 months for the project of "playing around the world" for outbound services at a glance.
Exploring the cause
The charging items in the complaint all include insurance products
What is the sacred aspect of the charging items that have "pitted" so many consumers?
A reporter from the Beijing Youth Daily checked relevant information from the official app of the Pudong Development Credit Card and found that these projects included insurance products that cooperated with insurance companies.
"Theft-free Swiping Extreme Edition" can provide transaction SMS reminders, stolen swift protection within 120 hours, each payment can be up to 100,000 yuan, and the annual accumulative total can reach 200,000 yuan. The cumulative fee for stolen credit card loss reporting can be up to 500 yuan. During the promotion period, the cardholder's aviation accident insurance will be given away.
The partner of this product is Pacific Property & Casualty.
There are three "repayment exemption" service contents, namely, repayment reminder, severe illness exemption and accident exemption.
"Playing around the world" provides services such as cash withdrawal fee, loss report fee waiver, and 500,000 yuan global driving accident protection.
"Xiaopu Wuyou" in addition to providing personal phone doctors and green communication services to facilitate medical treatment, it also includes transportation accident insurance up to 1.2 million yuan.
According to the official App information, these products provide a free experience for a certain period of time. If the cardholder does not actively call the customer service to cancel the free period, the contract will be automatically renewed.
Respond to
Bank said no violations of laws and regulations
When investigating, the reporter found that many netizens thought that the bank had made a mistake when they discovered the problem, but the bank customer service replied that they would not open the payment service without the customer’s knowledge. There are three possibilities for the payment service. First, the customer I checked the paid service on the webpage, App, etc.; second, in the customer service telephone communication, the customer agreed to open; third, the bank sales staff fully communicated with the customer, and the customer agreed to open the paid service.
In response to customer complaints, the SPD Credit Card Center also checked the sales channels, sorting out the rights and interests of whether there is a default check, whether the key information is displayed, etc., to ensure that there are no violations of laws and regulations.
At the same time, for all businesses and products, the bank needs to conduct pre-launch review for all additions and changes to customer contact information to ensure compliance with consumer protection and regulatory requirements, and to ensure that customers can have access to credit cards and financial service products when using the bank’s credit cards and financial services. Comprehensive rights protection and good customer service experience.
A reporter from the Beijing Youth Daily found that although the SPD Credit Card has a large number of complaints on the "Black Cat Complaints", the customer service intervention is fast and the resolution is very efficient. Customer satisfaction is also the highest level of five stars, while other banks only have three stars. star.
Why are complaints that netizens are highly satisfied?
Some netizens reported that after they complained on the platform, SPD Credit Card customer service intervened within a few days and quickly refunded all relevant charges.
For example, Ms. Liu was once charged for four items such as "one-click call" for a long time. After complaining to the customer service, although the other party informed that these items were all approved by herself, she finally refunded all the 1,400 yuan collected in the past few years. .
Observed
The cardholder does not know how to activate the charge?
Although the bank said that it would not open charging items for customers without authorization, the reporter found that almost all cardholders who complained on the Internet said that they did not know how to open these services in the first place and had not applied for it.
The cardholder A was inexplicably opened for installment and global business in September 2020. The customer service told him that he had called him for 6 minutes, and I agreed.
Little A didn't remember having this call, so he asked to listen to the recording, but the other party said that he couldn't listen to it.
The cardholder Xiao B used to handle installment through the mobile WeChat channel, and later found out that he was deducted from the "Fun Global" business every month.
The customer service said that it was Xiao B who checked it during the installment, and that the service was successfully processed and before the renewal was notified by SMS.
But Little B has no impression of these at all.
The cardholder Xiao C was deducted 28 yuan and discovered the problem.
The customer service told him that he checked the purpose of deduction on the repayment page of the mobile app.
In order to verify what the customer service said, he specially entered the repayment page and found that there was indeed a "repayment free" item that could be checked and purchased, but the handwriting became smaller and lighter.
Xiao C believes that using words like "free of payment" on the repayment page can easily make people mistakenly believe that this is a repayment clause rather than a fee-based service.
Why was it detained so much but "not aware of it"?
Cardholders generally report that before and after SPD Credit Card charges monthly renewal service fees for these items, they will not send any text messages or WeChat to cardholders, and there is no phone reminder. The charges are only reflected in the monthly bill.
Since there are instant reminders for daily credit card consumption, many people look at the credit card bills by just a glance, and will not look very carefully, especially those cardholders who use the card frequently, it is difficult to notice 8 yuan in a large list of accounts. Small consumption like 20 yuan.
Therefore, most cardholders only notice the abnormality of the bill in the month when there is no consumption.
The cardholder Xiaowu has not made any purchases recently, but found that the bill has a "repayment-free" 20 yuan deduction. After checking, he learned that the money was received in December 2019. Now, Pudong Development does not deduct the money every month. Any SMS or WeChat reminder.
As a member of a video website, Xiaowu will receive a "renewal reminder" SMS from the site three days before the monthly renewal; on the day of deduction, Xiaowu will also receive a "renewal success reminder".
Xiaowu believes that if Shanghai Pudong Development Bank also had such a reminder, he would not be inexplicably deducted for so long.
Text/Reporter Cheng Jie Coordination/Photo courtesy of Yu Meiying/Visual China
Lawyer's point of view
Subsequent charges should be confirmed by consumers
Regarding the “private” deduction of SPD Bank’s complaint, attorney Xu Guilin, a partner of Times Jiuhe Law Firm, believes that if consumers do not actively choose charging items, unauthorized deductions by banks must be suspected of fraud; if the bank has evidence to prove consumers It is voluntarily checked or agreed to open, and bank fraud cannot be identified. However, judging from the many complaints, banks also have misleading behaviors and need to be improved.
Xu Guilin believes that banks should clearly obtain the consent of consumers before they formally charge, such as requiring consumers to reply to confirmation via SMS, and no charge if they do not reply.
Consumers should be reminded before and after the monthly deduction, and the way to unsubscribe should be clearly informed.
In addition, banks should set up options to stop charging items themselves in electronic channels such as mobile apps and WeChat applets to provide consumers with reciprocal convenience.
an expert
Don't "play smart" in banking services
Dong Zheng, a senior bank card expert, believes that credit card charges are related to the vital interests of many consumers. Banks should consider more from the standpoint of consumers, provide more meticulous services, and reduce customer misunderstandings.
Dong Zheng suggested that the bank website or App should display the relevant articles of association, contract, and charging standards in an obvious place to facilitate cardholders’ inquiries.
Products that involve charges must be detailed and thoughtful, and the channels for unsubscribing charge items should also be more convenient.
Don't let customers think that banks are "playing clever" in the details and setting traps, and earning money honestly is the right way.
Public information shows that at the end of 2019 and 2020, the number of credit card circulation of Shanghai Pudong Development Bank was 43,990,800 and 43,722,200 respectively; the number of circulation of credit cards was 32,019,400 and 31,574, respectively, and both have experienced a month-on-month decline.
Last year, Shanghai Pudong Development Bank’s bank card fee income was 14.528 billion yuan, an increase of 1.786 billion yuan over 2019 and a year-on-year increase of 14%.