False promotion of phone bill packages, blocked downgrades, marketing inducements, etc. happen from time to time, and they need to be regulated urgently
Let consumers enjoy better communication services (Jintai sight)
According to the "Economic Operation of the Communications Industry in the First Three Quarters of 2021" published by the Ministry of Industry and Information Technology, as of September this year, the total number of mobile phone users in my country's three basic telecommunications companies has reached 1.64 billion, a net increase of 41.85 million from the end of the previous year. .
With the vigorous development of mobile communication services, more and more affairs have been handled online and on the palm.
However, while enjoying the convenience, some consumers have also encountered annoying things such as being misled when buying packages and changing packages.
Some "free streaming" packages do not match the name of the truth, and there is a suspicion of fraud
In recent years, the mobile communication industry has developed rapidly, and network traffic has become an important indicator for users to choose communication packages.
As a result, some operators have launched services such as "free flow card", claiming that users only need to pay more than ten yuan a month to use a variety of mobile phone programs "free of data".
However, many readers found that after using this type of package, the monthly data cost not only did not drop, but even "bottomed out faster."
The reporter's investigation found that, in fact, such products have "tragic traps" in terms of publicity and tariff rules.
Take a "flow-free card" as an example: the product promotion poster stated that the monthly rent is only 19 yuan, and more than 100 mobile phone programs in the package can be used "free of data", and the data outside the package is charged according to the standard of 1 yuan and 1G.
However, if you scroll down the page and click on the 4 small characters of "Charge Details", you will find that the so-called "free data" does not consume data, nor is it free of data charges, but refers to more than 100 mobile phone programs involved. For a certain amount of "exclusive data", once the data consumption exceeds the limit, it will be charged according to the data outside the package.
Not only that, there is another line of small print on the poster: "More mobile phone programs with free streaming", indicating the specific "free streaming range".
It turns out that the mobile phone programs included in the free streaming range also have certain restrictions on the version.
There is an additional explanation under the entry of some live broadcast software: the traffic generated by watching live broadcasts and playing videos can be free, but the traffic generated by users uploading videos and pictures is not within the exclusive traffic range.
Obviously there is a strictly restricted "exclusive traffic", but it is called "free traffic" in the advertisement, which is misleading to some users.
A reader said in a letter that in early June, he bought a "flow-free card", and one month later the phone was in arrears. "After contacting customer service, I learned that the data I used was not in the targeted range. As a result, a high cost is incurred. Since there are strict conditions for exempting traffic, consumers should be reminded in a prominent position during promotion."
"A few years ago, some telecom companies launched'unlimited data packages', but the high-speed data in the packages is actually very limited. Once used up, the speed will be greatly limited, which greatly affects the user experience. Now this kind of'mobile phone program free flow' routine, It's almost the same as the previous ones, and there are problems with names that do not match the truth, and there is a suspicion of defrauding consumers." said Meng Penghui, a reader from Xi'an, Shaanxi.
Marketing calls often recommend customers to upgrade packages in the name of "returning old customers", etc., without even mentioning the terms such as new costs.
Some readers reported that they would receive various marketing calls from telecommunications companies every three or a half hours in their daily lives.
"Once I was on a lunch break, I was woken up by the phone, saying that it was to give back to my old customer and I could upgrade the package, but I didn’t agree. Within a few days, this number called many times, and a few times it was during a meeting. It's too much trouble," said Feng Ling, a reader from Hebei.
It is understood that this kind of marketing calls often recommend customers to upgrade packages in the name of "returning old customers", "preferential activities", etc. The customer service focuses on the increase in call duration, traffic, etc. after the package upgrade, and the new fees have been mentioned. Not even mentioned.
The handling process is also very convenient, as long as the customer agrees verbally, enters the verification code and other steps, the handling will be successful soon.
Xue Bing, a reader from Qingdao, Shandong, graduated from university this year. The original campus package could not be used anymore, resulting in a lot of data charges.
At this time, the customer service of the telecommunications company called and recommended a package for her, "more traffic and discounts."
"At first I refused. The other party kept introducing the advantages of this package, and said that it was specifically recommended for my data consumption. I was a little moved, so I agreed. The customer service quickly helped me handle the package over the phone. Upgrade." Xue Bing said.
Afterwards, she checked the package details on the Internet and found that the monthly fee for the package was nearly 160 yuan.
"Moreover, I found a lot of packages on the Internet that are more suitable for me and cheaper. If it is in the business hall, I will compare the details of each package in detail, and I will never choose this package. But on the phone, the customer service is just to induce Consumers have no other choice when buying their main products." Xue Bing said.
In addition, there are some marketing calls to induce users to consume in the name of "free gift".
Mr. Ma once received a customer service call, "The staff said that in order to give back to old users, the company will give away 5G of data for free. I think since it is a gift, I agreed. I hung up the phone and received a text message, saying that I would like to apply for additional data. If the package is successful, you need to pay 10 yuan. It makes people dumbfounded."
There are also marketing calls that recommend users to experience a new service for free, but it does not mean that the subscription will be automatically renewed after the experience. When the user finds that the phone bill is a bit higher than usual, they will understand that the original "experience" has been changed to "subscription" ".
It is easy to change and upgrade packages, but difficult to downgrade, and there are phenomena such as artificial obstacles.
"Consumers' demand for voice duration and data traffic may change at any time. Therefore, consumers should be able to flexibly choose and change packages according to their own needs. However, it is not so easy to change packages actually." Shanghai reader Wang Junyue said, " When upgrading the package, you only need to make a phone call. But when you want to downgrade, I said that in order to protect my rights, I need to go to the business hall to handle it."
Some consumers have encountered the situation of "kick the ball": the customer service said that they need to go to the business hall to process the package downgrade, but when they arrive at the business hall, the salesperson said that they have no authority and need to call customer service.
In this regard, a staff member of the business hall said: "The company has different business regulations in various places, and there are differences in the handling methods of package downgrades. Some outlets are agency outlets and have different permissions from the direct sales halls. It is true that some packages cannot be processed. "
The Ministry of Industry and Information Technology's "Notice on Further Regulating Telecom Tariff Marketing Behavior" clearly stipulates that telecom business operators should fully respect the right of users to make their own choices.
In the same local network business area or business area of the enterprise, telecommunications business operators shall ensure that similar users with the same transaction conditions have the same right to choose the tariff plan.
Except as otherwise agreed in the contract between the parties, the user shall not be forced or restricted in any form to select or change any tariff plan on sale.
Henan reader Zhang Yangliu believes that the procedures for telecommunications companies to formulate packages involve the vital interests of consumers, and that policies should be stable and content transparent.
"Not long ago, I went to the business hall to apply for a package downgrade. The staff said at the beginning that it could not be done. After a long time of communication, it was useless. Finally, I said that if I did not allow the application, I would transfer my number to the Internet. It's done. If there are indeed restrictions on changing the package, it should be disclosed in time to clarify where and under what circumstances. It is not clear that it can be operated, but artificial obstacles are set up." Zhang Yangliu said.
Readers call for the development of industry style and respect for consumers' right to know and choose
In recent years, the information and communication industry has continued to carry out industry style construction and rectification work, and has made certain progress.
According to statistics, in the first three quarters of this year, the number of complaints received by the telecommunication user complaint acceptance agencies at all levels decreased year-on-year and month-on-month.
Some readers suggested in their letters that it is necessary to consolidate the achievements, make up for the shortcomings, further optimize the market environment, and safeguard the legitimate rights and interests of consumers.
It is the expectation of many consumers to effectively reduce the information asymmetry between telecommunications companies and users.
Earlier, the Ministry of Industry and Information Technology issued a notice, setting out clear requirements for the telecommunications tariff publicity system: telecommunications business operators should further improve the tariff publicity system, do a good job of “list-type” publicity of tariffs, and use manuals or electronic display screens at business premises. , And set up a tariff area in a prominent position on the homepage of the website, and publicize all the tariff plans on sale for the public market in a "list" manner.
The reporter visited a number of business halls of telecommunications companies, and convenient tariff manuals were placed in conspicuous locations.
The staff also stated that the manual will be updated in a timely manner if there is any change in the tariff situation.
You can also inquire about various packages on sale on the official website of telecommunications companies.
Some readers believe that it is very important to urge telecommunications companies to consciously respect consumers' right to know and to make choices.
Mr. Gao, who used to be engaged in mobile communication business in Fuzhou, said: “The package plan set up by telecommunications companies is very complicated. Consumers may not be interested and energy to study the relevant rules carefully. Therefore, there is a certain information gap between the two parties. In fact, it is suitable to recommend consumers. The telecommunications package products of the company are originally the responsibility of the salesperson, and the key lies in whether they can be responsible to the consumers.” Mr. Gao believes that for telecommunications companies, self-discipline and heteronomy are indispensable.
Some readers urged that while strengthening supervision and management, relevant departments should also pay attention to reminding and guiding consumers.
Last year, the Hunan Provincial Communications Administration interviewed companies on the issue of blocked package downgrades, asked them to correct them immediately, and put forward specific rectification requirements.
In this regard, Changsha reader Ms. Li believes that relevant departments should summarize and publish a batch of typical cases in a timely manner, expose common routines, and present punishment results, "this can alert operators and remind consumers."
Experts in the industry said that when a user has a dispute with a telecommunications business operator in the process of receiving a telecommunications service, he can use the relevant provisions of the "Measures for Handling Telecommunications User Appeals" to protect his rights and lodge a complaint with the telecommunications business operator.
If the user is not satisfied with the handling result of the telecommunications business operator or the telecommunications business operator does not respond within 15 days after receiving the complaint, he may file an appeal to the appeal acceptance agency.
If the province where the respondent is located does not have a complaint acceptance agency, the complainant may file a complaint with the Telecommunications User Complaint Acceptance Center of the Ministry of Industry and Information Technology.
Drawing: Wang Zheping
Our reporter Shen Tongrui