A large number of China Unicom users were ＂abnormally charged＂ in the early morning! Legal expert： You should make an announcement and apologize.

In the early morning of May 6th.

A large number of China Unicom users

Suddenly received a notice of deduction from 95 yuan.

soon afterwards

Without the user’s consent

Return it directly to the phone bill

The number of related complaints has exceeded 1,700.

……

What’s going on here

How does China Unicom respond?

Let’s look at the investigation by the reporter of China Consumer News.

Deduction of 95 yuan superposition package for no reason in the early morning

The automatic deduction cannot be cancelled yet.

Mr. Yang, from Shenyang, Liaoning, told the reporter of China Consumer News that at about 1 am on May 6, he suddenly received a bill from China Unicom to deduct 95 yuan’s fee, and the bill suggested that the content of the deduction was "non-stop service for arrears".

▲ Screenshot of Mr. Yang’s debit bill

Mr. Yang:"I was a little embarrassed at the time, so I quickly inquired and found that I accidentally opened the automatic deduction function in January."

According to Mr. Yang, the deduction account he opened was WeChat change. At that time, the balance of WeChat change was more than 200 yuan. After being deducted from 95 yuan for no reason, he immediately canceled the automatic deduction function, but the mobile phone screen popped up."The existing project is being deducted and cannot be cancelled"Tips. Ten minutes later, Mr. Yang was deducted from 95 yuan again, and the deduction content was exactly the same as before.

Mr. Yang:"Fortunately, my balance is not enough to deduct 95 yuan, otherwise it may be deducted all the time."

At 7 am on May 6, Mr. Yang opened it.China UnicomAPP query found that the deduction items at 1 am are"overlay package"And around 3 am,twoThe total amount of deductions is 190 yuan’s total recharge to his phone bill..

According to Mr. Yang, the mobile phone package he is currently using is a King Card with a fixed monthly fee of 19 yuan, which needs to be pre-charged, so it can’t be used in the case of arrears, and the mobile phone was not in a state of arrears when the fee was deducted in the early morning. Mr. Yang immediately called the customer service phone of China Unicom to complain, but after nearly an hour, the customer service phone kept reminding him that "the manual seat is busy, please redial later". So he initiated a complaint through the online platform. At around 15 o’clock on May 6, Mr. Yang’sThe WeChat change account received two refunds totaling 190 yuan.

System upgrade leads to abnormal user fee deduction.

Unicom has not announced the situation.

The reporter’s investigation found that a large number of users of China Unicom complained in the early hours of the morning and deducted fees for no reason on online platforms such as Black Cat Complaints and Sina Weibo. Up to now, there have been more than 1,700 black cat complaints in China Unicom within 24 hours. On Sina Weibo, some netizens reported that they were directly deducted from 380 yuan, while others said that although the expenses had been refunded, they were directly converted into phone bills instead of returning to the deduction account.

As of press time,China UnicomaspectNot withAnnouncement formExplain to the user that there is no reason to deduct the feeCauses and solutions.

▲ A large number of users on the black cat complaint platform reported that 95 yuan was automatically deducted in the early morning.Information picture

▲ The netizen exposed the superimposed package fee deducted from 380 yuan in Weibo. Information picture

▲ User comments under the topic # China Unicom privately increases business # on Sina Weibo. Information picture

The reporter called the customer service of China Unicom to inquire about the reason for the early morning fee deduction.

Customer service said:"This large-scale deduction is due to the abnormal deduction of the user due to the system upgrade. We have returned the deduction to the user’s phone bill balance at the first time. If the user does not agree to return to the balance, we can also return it to the user’s deduction account."

▲Weibo @ China Unicom customer service said on May 7th that "due to system upgrade, some users were abnormally charged".

And when the reporter askedThe number of users involved in this deductionHow many? China UnicomWhat measures are taken to prevent this from happening again?? The customer service said that it would feed back the reporter’s questions to the higher authorities.However, as of press time, no reply has been received.

Lawyer’s view

"System upgrade" should produce evidence to prove.

Lu Yun, lawyer of Beijing Yihe Zhonghong Law FirmIn an interview with the reporter of China Consumer News, he said:

First of all, according to the relevant provisions of the Consumer Protection Law, China Unicom’s unauthorized deduction of fees has beenInfringe on consumers’ property safety rights and fair trade rights..China UnicomThe so-called "system upgrade reason" of customer service needs to produce enough evidence.Prove and explain to consumers.At the same time, the system security management should be strengthened.Avoid similar situations from happening again.;

Secondly, unless the user chooses to switch to the phone bill, otherwise,The deduction should be refunded the same way.. If the number of users involved in the deduction is large, the scope is wide and the amount is large, China Unicom should give consumers a reasonable explanation in the form of an announcement.

Lawyer Wang Jiucheng of Beijing Lidao Law Firm.According to the reporter of China Consumer News, the tenth item of the Notice on Regulating the Service Fees and Charges of Mobile Information Service Industry (Xin Bu Qing [2006] No.574) clearly stipulates that when users complain about the service fees and charges of mobile information service industry to basic telecommunications enterprises, the basic telecommunications enterprises should be responsible for properly handling them.Implement the "first question responsibility system".

For the charging behavior that is not reminded or confirmed as required, and the subscription relationship is missing or incomplete, the basic telecommunications enterpriseThe fee shall be refunded to the user immediately after verification., and strictly fulfill the enterprise public to the society.Payment commitment.

And according to the first paragraph of Article 40 of the Telecommunications Regulations (the State Council Decree No.666), a telecom business operator shall not restrict telecom users from using their designated services in any way. Article 74 Where the provisions of Article 40 of these Regulations are violated, the telecommunications regulatory agencies of provinces, autonomous regions and municipalities directly under the Central Government shall order them to make corrections, apologize to the telecommunications users and compensate the telecommunications users for their losses. According to the above provisions,China UnicomcompanyIf you interfere with consumers’ use of the established business in the form of superimposed packages, you should apologize to consumers and refund the relevant fees to them.

Producer/He Yongpeng Ren Zhenyu

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