Amount is lesser, concealment the gender is strong, encroach consumer rights and interests again and again --
"Shadow serves " spirit away your mobile phone telephone bill
Huang Xin of reporter of network of economy of China of economic daily ·
"Often do not browse receipt of oneself detailed telephone bill " " if forehead of lunar telephone bill does not have apparent wave motion, won't think of to examine detailed Zhang sheet " . Telegraphic " shadow serves " because involve amount lesser, concealment the gender is strong, a lot of consumer discover not easily. But in consumer not below the circumstance of know the inside story or not complete know the inside story, operation business opened some to collect fees service, this kind of practice encroached the authority of know the inside story of consumer and option not only, still can cause extremely abominable society to affect --
Recently, committee of Shenzhen city consumer announced a series of telecommunication " shadow serves " tort case, ms. Yang calls the consumer of Shenzhen Chinese telegraphic customer service is complained say, from November 2017 the portion begins, oneself in fine long hair unwitting circumstance falls successive 4 months were buckled two services collect fees, include month of news of 7 colour bell to make expense and communication of bell of colour of SP of sound of 7 colour bell are expended, add up to every months 15 yuan. Communicate through relapsing, customer service agrees finally to cancel, affirmatory return before returning the charge of much collection.
Be buckled to expend stealthily so like Ms. Yang and fine long hair unwitting circumstance is called " shadow serves " . Reporter of network of economy of China of economic daily · discovers when interview, below the circumstance that increases ceaselessly in superintendency strength, telegraphic course of study still exists " shadow serves " , encroach consumer rights and interests again and again.
Tort phenomenon influence is abominable
The reporter is interviewed randomly in Beijing street when, most consumer expresses to often do not browse receipt of oneself detailed telephone bill, if forehead of lunar telephone bill does not have apparent wave motion, won't think of to examine detailed Zhang sheet, because this discovers not easily also " shadow serves " existence.
The Hou Mei that in Beijing company of a banking works is graceful accept when interviewing, just opened oneself very long the mobile phone Zhang that did not look is odd, discover 314 yuan suddenly to endowment cost is as high as the mobile phone May, show in Zhang sheet have expenses of two appreciation business, it is green mailbox and UniCom secretary respectively, expenses totals 10 yuan, in addition still cost of online discharge of a mobile phone is 120 yuan. Hou Mei is graceful call Chinese UniCom immediately (5.38, - 0.1, - after 1.82%) customer service, just know 120 yuan are the discharge day package that she buys before this, but did not use actually, after appeal Chinese UniCom returned her 120 yuan. Chinese UniCom customer service returns an explanation to say, green mailbox and UniCom secretary are given freely.
The easy gentleman that works in Beijing likewise tells a reporter, he ever also was buckled to expend stealthily by green mailbox and business of appreciation of a music those who amount to half an year is long. Discover in him backward when Chinese UniCom customer service has appeal, customer service states this is the appreciation business that he himself conducts actively, cannot remove fee. "I remember myself conducting business of these two appreciation, but altogether is not much also money, since appeal is trashy,calculated. " easy gentleman says.
Another case that comes from committee of Shenzhen city consumer shows, consumer is like a gentleman to put forward, branch of Shenzhen of limited company of Guangdong of Chinese mobile group in him unwitting circumstance issues fine long hair, opened 12580 lives to sow newspaper law for its 100 divisions, and from August 2015 the portion comes the portion deducted cost directly in November 2017, aggregate 140 yuan.
"I also had encountered appreciation business a few times to buckle cost issue before, nevertheless every time after my appeal, chinese shift can withdraw fund to me. " the Li Jie that in Beijing a college works says.
The reporter combs discovery, about communication operation business " shadow serves " complain main concentration to be in a few respects: Agree without consumer, debut or change collect fees lest business; expends the form of the experience to open some service for consumer, after this service expires freely, agree without consumer, turn to serve; consumer to apply for to open some business to collect fees (for example discharge includes a service) hind, operation business provides a service not actually, buckle however take relevant charge.
Usually, telegraphic " shadow serves " because involve amount lesser, concealment the gender is very strong, let a lot of consumer be aware of hard. Although discovered a problem, because involve amount not quite, most person also can choose cancel a service and no longer get to the bottom of.
In fact, although loss amount is not large, but in consumer not the circumstance of not complete perhaps know the inside story plays know the inside story, operation business opened some to collect fees service, and operation business is omited in sex of misdirect of the existence when recommending its to serve, this kind of practice encroached the authority of know the inside story of consumer and option, social influence is extremely abominable.
"Affirm 2 times " executive not do one's best
"Industry and informatization department are public to publicizing sale, endowment cost show, service agreement, affirm 2 times, consumption reminds waited for service segment to all make specific provision. " industry of academy of Chinese information communication and program institute are advanced engineer Ma Hui says, for example, " about service of normative and mobile news business endowment is expended and collect fees the announcement of behavior " in requirement, "The user applies for to order the month that make a package kind, subscribe to business of kind of mobile news service when, fundamental telecommunication enterprise ought to request an user to affirm beforehand, affirm feedback without the user, regard as order do not make hold water, and must not collect fees to the user " .
In addition, " about normative part telecommunication business collects fees the announcement of the problem " in regulation, "Telegraphic business operator adopts the means of free try out to undertake business is popularized, answer to inform the method that the user is used and cancels professional work of this try out clearly. Free probation full user did not use this business to put forward what affirm clearly to apply for or give, telegraphic business operator is not gotten to user collection the use cost of this business " .
" the announcement that concerns item about agreement of normative and telegraphic service " set, "Telegraphic business operator is when the service project that for the user enlightened Bao Yuefu is expended or need user pays a function fee, be recruited gets an user agree " .
But report of a few consumer, mobile news service collects fees need to be sent to the user " affirm 2 times " information sets this and did not get be executived strictly. Having a lot of customer is the telephone call that receives operation business at first, say to give its freely some telegraphic service, became very quickly after debut stealthily collect fees project, but did not receive before collect fees " affirm 2 times " information.
Sale of this kind of phone " shadow serves " , it is enterprise of telecommunication of individual grass-roots unit is passed " faintness endowment expends content " " first free hind collect fees " wait for non-standard phone sale action, for the user business of custom-built, change, formula endowment is expended. Ma Hui explanation says, current, phone sale is main area of county of share of business of consist in operation company of one class grass-roots unit, the deep-seated germ that its can exist depends on market competition and management assessment pressure. Basic level company sells outstanding achievement to finish, increase market share, use phone sale means, recommend to the user a few advocate choose product or formula.
"To reduce personnel cost, operation business is wrapped outside task of meeting general sale commonly special outside breathe out company operation. " Ma Hui says, the company breathes out outside to finish more sale job, administrative standard breathes out to operate outside often pressing what operation business makes, classics regular meeting appears " faintness endowment expends content " " first free hind collect fees " wait for non-standard behavior. In the meantime, operation business lacks audit of process monitoring, later period, then abet outside breathe out the non-standard behavior in sale.
Collect fees should make public transparent
Ma Hui expresses, in times of 2G, 3G, sale breathing out outside the phone is relatively commonly used sale shift, wait for appreciation business like mobile phone newspaper, weather forecast, and bag of a few little flow, operation business is recommended for the user through phone sale normally deal with. Gain ground as 4G network, mobile Internet application is fast and arisen, date of public of the postal service hall on the net of telegraphic operation business, mobile phone postal service hall, small letter increasingly perfect, provided more convenient and more, intuitionistic service medium of communication for the user. Below this kind of circumstance, sale breathing out outside the phone had been mainstream sale means no longer, become the service form that is eliminated to lag behind gradually, applied scope is less and less.
Many suffer the person that visit to also express to the reporter, encounter in recent years " shadow serves " less and less, and if produce the unreasonable problem that deduct cost really, with operation business appeal often the canal is used. If be no good again, still can complain to relevant section.
However, let completely " shadow serves " disappear, relying on consumer appeal only is far insufficient, concerned branch should increase superintendency strength, strengthen responsibility to find out, force operation business is checked oneself from correct.
In the meantime, broad user should handle telephone call of of all kinds sale carefully, need custom-built professional work actually according to oneself, do not covet petty gain. Can pass examine minutely, affirm; of phone sale content also can dial telephone of company customer service through answering further, deal with to postal service hall or net hall proper motion wait for means to conduct business. In the meantime, the user can pass the channel such as hall of customer service hot line, net to inquire consumptive Zhang is odd regularly, to his consumption the circumstance has interrogative, the customer service hot line that can dial an enterprise in time undertakes seek advice or be complaininged. If the enterprise is not seasonable,handle a result to the enterprise dissatisfactory, can save telegraphic user appeal to accept an orgnaization to have appeal to industry and informatization ministry and each.
"Telegraphic business should implement relevant policy system strictly, ensure endowment cost collects fees open and transparent, business conduct propaganda is true and accurate, carry out appreciation business strictly custom-built affirm 2 times and consumption reminds, put an end to unidentified deduct cost, let an user be consumed for nothing obviously, cogent safeguard user closes right increase. " Ma Hui says.
As we have learned, in the light of " not set limit to " the formula obscures limitative clause issue, on June 7, industry and informatization ministry organize to sit a meeting of company of 3 foundations telecommunication, put forward clearly to ask entire industry is begun instantly investigate the work oneself, the conduct propaganda of this kind of formula spreads cogent standard behavior, marked to restricting a clause to want designation. Strengthen endowment cost fair show, perfect user discharge is used inform and remind a service. Industry of 3 foundations telecommunication also expresses to will fulfil conference requirement strictly, begin instantly check oneself, normative conduct propaganda manages action, ensure the user is consumed for nothing obviously.
