The chaos of mobile phone fee deduction
4hw.org: has your mobile phone card been deducted by the operator inexplicably? I believe many friends have experienced inexplicably deducted fees, but complaints can only be "admitted". Let's take a look at the chaos of deduction with Xiaobian!
The old number has been 'eliminated' inexplicably for nearly a year, and the new number has not yet been used and has been forced to pay several times. It took a month to communicate for more than ten times. Not only did the complaint fail, but the payment record was bizarre and 'missing' & hellip; & hellip. It's hard to imagine that in Hohhot without the personal experience of journalists, the mobile phone fee deduction chaos in China Unicom cooperation business hall is so amazing. According to the investigation of China netnews, the "low consumption" and other greasy behaviors of the cooperative business hall are by no means individual cases, and consumers are easy to lose "pits" in the process of safeguarding their rights.
It's not negotiable to be swallowed by "low consumption"
Due to the work needs, the reporter has handled the mobile phone number at the three major telecom operators, but the not commonly used Unicom card costs the most, generating an average of more than 200 yuan per month. On October 26, the reporter came to the business hall of Zhongshan East Road, Hohhot, China Unicom, to change the package and reduce the cost of the call. As a result, he found out a 'secret'.
The reporter inquired and found that the original monthly fixed package for the Unicom mobile phone number of 166 yuan, in addition to the reporter agreed to deal with a total of 12 yuan Unicom small secretary and cool dog music package, from January this year, the minimum consumption was adjusted to 215 yuan per month in the background. This means that even if the number has not been used, 215 yuan of telephone charges must be deducted every month.
'this kind of & lsquo; low cancellation & rsquo; is really a rip off. The staff of the business office said privately that the "low consumption" is likely to be handled by the cooperative business office privately, and they have met many consumers who have similar situations. At the suggestion of the staff, the reporter calls the customer service number to complain.
On November 24, a staff member surnamed Liu called back. She said it was calculated that in the first 10 months of this year, journalists were overcharged by 37 yuan for "low consumption". For such a statement, the reporter immediately questioned. Later, she immediately changed her oral Name: 'the previous explanation was wrong. It was 37 yuan a month, with a total of 370 yuan. '
'we have received a lot of complaints in this regard. 'there were also return visits to customer service and told reporters that they believed that the main cause was the cooperative business hall.
Why is it that the minimum consumption level of the call package is raised when consumers don't know? Why does the cooperative business hall do this? In the face of these reporters' concerns, Unicom's return visit staff didn't answer.
Get a new card and get stuck
The staff of the above-mentioned business hall said that even if the "low consumption" business was cancelled, the current reporter's mobile phone card could not be immediately changed into a few more cost-effective new packages, and "only a new number can solve this problem.". '
Considering that the customer service staff promised to refund the "370 yuan extra deduction fee" before, I don't know when it will arrive. In order to use the Unicom number as soon as possible, the reporter decided to apply for a new card first, and then slowly solve the problem of the previous number.
On the recommendation of the staff, the reporter paid 100 yuan for the call and made a new card which is said to be able to use "unlimited traffic". 'this card will be available from next month. "Said the staff member.
In order to make a 'break' with the old card and settle the arrears, on October 27, the reporter deposited 230 yuan of telephone charges into the old card through three online stores according to the SMS message of the arrears. Then wait for the arrival of the era of "infinite flow" with joy. However, until November 3, the new card was not opened.
After several twists and turns, the reporter found the staff who used to handle the card through customer service. The staff said: 'the new card can not be opened may be related to the old card is still in arrears. "But it is puzzling that the old card in the hands of the reporter, which is haunted by the" low cancellation "doubt, can be used normally without any notice of arrears.
"The old card just paid 230 yuan for the call, why is it in arrears?" for the reporter's doubts, many customer service personnel said that the system did not find the payment record of the reporter on October 27. However, the customer service of three recharge online stores confirmed to the reporter that the phone charges had been charged into the account. In this regard, some Unicom staff believe that 'may be caused by the system. '
After several negotiations, the staff who handled the new card for the reporter began to get impatient. She said that if the reporter is not satisfied with the new card, he can immediately return it. But the new card has come into effect, and the 100 yuan telephone fee paid for the new card cannot be refunded.
Because can't bear to let 100 yuan open the new card 'fight water drift', but under, the reporter began to recharge to the new card on November 4. Until the charge of 250 yuan, the new card finally made a move.
Since the discovery of the "low cancellation" mystery, the reporter has charged 580 yuan for the call in a week or so, but the extra deduction caused by the "low cancellation" in ten months has not been refunded. On November 5, the new "unlimited traffic" card, which the reporter has no time to use, received another warm prompt: "your available quota is less than 50 yuan, please renew as soon as possible. '
There are many obstacles in the way of safeguarding rights
Since the discovery of "low elimination", journalists have embarked on a long journey of safeguarding rights. On October 27, a woman who called herself a "Unicom staff member" called and promised to return the extra cost due to "low consumption" as soon as possible, but it has not been fulfilled.
In the past month, the reporter has communicated with the staff of Unicom more than ten times, and the problem has not been solved. The staff of Unicom customer service said that the problems reported by reporters could not be solved by the same department, and suggested that reporters should look for them separately.
Reporters said that the early stage has been regarded as a 'ball' to kick around, no energy to go on, can help reflect the situation, one-time processing, but always get a negative answer.
"If they don't solve the problem, they can complain to the headquarters of China Unicom. Under the guidance of a Unicom staff member, on November 24, the reporter dialed the complaint telephone of the headquarters of China Unicom, and the customer service personnel of the headquarters transferred the telephone to the Inner Mongolia Branch of China Unicom on the spot, and the Inner Mongolia Branch finally transferred the complaint back to the Hohhot Branch.
'what's your appeal?' at the other end of the phone, the sweet voice of customer service staff rings again. Around, things seem to be back to the beginning.