In May 2019, the General Office of the Ministry of Transport issued the "Notice on Vigorously Promoting the Development and Application of Expressway ETC", etc (Expressway Electronic Non-stop Toll System) has been widely promoted, and the installation rate of ETC for car owners has continued to increase. However, the public also encountered some problems in the actual use of ETC, and Nandu has launched a report on this (click to read). Now, two and a half years after the notice was issued, etc.'s functions and services have been continuously optimized, but there are still some citizens who report that there are some problems in use.
With the Spring Festival approaching, nandu "reporter gang" sorted out the recent Guangdong citizens' related questions about ETC and consulted relevant units on this to answer questions for the citizens.
ETC channel. Nandu reporter Zhao Yanxiong photographed
Question 1:
Why does ETC not have a balance shortage reminder?
Many car owners reflect that at present, ETC has a reminder notice of deduction, and the consumption record can also be queried on the official account of the Yuetong card, but why is there no balance display and insufficient balance reminder? Some car owners said that they had traveled to the high-speed toll gate to be reminded of arrears, and finally could only turn to the artificial channel, if there are many Spring Festival cars, the toll station is prone to blockage.
ETC Yuetong card is divided into two kinds of stored value card and book card, of which the stored value card does not need to be bound to the bank card, which has been stopped; after 2020, most of the bookkeeping cards are handled, which need to be bound to bank cards (which can be debit cards or credit cards), and the bank deducts the ETC toll. Nandu reporter learned from Guangdong United Electronic Service Co., Ltd., the operating unit of the Yuetong card, that the stored value card is recharged first and then paid, and the customer inserts the card into the electronic tag to display the card balance; the bookkeeping card passes first, and when the balance is insufficient, the bank reminds the user. At the same time, Guangdong United Electronic Services Co., Ltd. will further standardize the balance reminder service with cooperative banks.
Guangzhou Che Ming (pseudonym) hopes that even if the owner does not open the balance reminder function for the bound bank card, ETC users can receive a reminder. He believes that as an ETC operating company that has a direct service relationship with the owner, it should be informed in time when the owner is included in the restricted passage list, hoping that the relevant units can improve the service.
For Zhang Ming's suggestion, the reporter learned that the ETC accounting card adopts the method of deducting after the fact, the public passes first, and then the ETC pass card operating company clears the points, and then deducts by the bank, and the account balance of the user's bank card is generally only mastered by the bank. If the ETC bookkeeping card wants to receive a balance reminder, the bank card needs to open the SMS reminder function, under normal circumstances, the bank charges an SMS reminder of 2 yuan or 3 yuan per month.
Question 2:
IF recharge after arrears, why can't it be restored immediately?
A Guangzhou car owner told Nandu reporter that on a certain day in December 2021, he was prompted at the toll gate that the status of the Yuetong card was abnormal, and found that it was ETC that it was in arrears and immediately recharged on the morning of the same day. On the afternoon of the same day, etc. service was never resumed. Customer service said that after the bank deduction is successful, the status list will be lifted abnormally, and it can pass normally after 24 hours. In this regard, the owner of the car believes that the 24-hour time difference is unbearable. He hopes that ETC can be used normally after recharging like a mobile phone.
In this regard, guangdong United Electronic Services Co., Ltd. related people said that mobile phone recharge and consumption is the use of online transaction mode, in order to ensure the speed of ETC traffic, according to national standards, ETC uses offline trading mode, the status list needs to be issued to the lane for interception. ETC bookkeeping card found arrears after the recharge, from the bank initiated status list needs to go through multiple links (data transmission to the provincial center, national center, provincial center, and then transfer to each lane), it takes a certain amount of time to take effect. At present, the transmission time has been shortened from the original 36 hours to 4 hours, and if there is an abnormal network transmission and communication abnormality, there will be some delay.
Compared with the ETC bookkeeping card that requires the bank to cancel the exception, convert the list state, and then transmit the data back, and then update it to resume use, etc. The stored value card can be recharged immediately, that is, there is almost no time difference, but the stored value card has stopped issuing.
Question Three:
If you enter the "blacklist" for many times, will it affect the credit report?
Some car owners asked whether they would be included in the bad credit record due to the arrears caused by not renewing the fee in time, but they were paid back afterwards, and if they entered the "blacklist" many times within a year, resulting in an abnormal status of the ETC card, would they be included in the bad credit record?
Nandu reporter noted that in November 2019, the central bank and the Banking and Insurance Regulatory Commission issued the "Guiding Opinions on Financial Services supporting the reform of the toll road system", which supports commercial banks and non-bank payment institutions to submit the information of users who are still in arrears for more than 30 days from the date of the toll payment transaction to the basic database of financial credit information, and the information retention period is implemented in accordance with the relevant provisions of the "Regulations on the Administration of the Credit Reporting Industry" under the premise of obtaining the authorization of the information subject and fulfilling the notification obligation. In addition, in November 2021, the Ministry of Transport and other three departments issued the "Notice on Further Improving the Work Related to the Issuance service of Truck ETC". The notice said that through information sharing between institutions and departments, timely remind users of arrears to pay relevant fees; etc. will be included in the credit reporting system to guide freight logistics enterprises and truck drivers to operate in good faith according to law.
The reporter has not found any cases of being entered into the credit reporting system due to the arrears of yuetong card consumption. However, legal disputes arising from the "blacklist" do exist.
In 2021, due to a high-speed passing gate, ETC showed the "blacklist of cooperative institutions" and could not pass normally, and a lawyer in Guangzhou believed that the other party's inclusion in the credit blacklist infringed on his personality rights, and sued the relevant banks and Yuetong card operators in court, but the first-instance trial ruled that the lawyer concerned lost the lawsuit and rejected his litigation claim. The Yuexiu court held that the five defendants were not at fault, and the cause of the case was due to insufficient communication between the settlement party and the user. Counsel said it would appeal.
ETC has owed multiple fees, how will the bank deal with it? The reporter consulted several banks. One of the bank's customer service said that the customer service center has not been informed of the relevant information for the time being. Another bank responded that if the bound card belongs to the debit card, the arrears do not affect the personal credit report; if the bound card is a credit card, because it can be deducted through the credit limit, etc will not enter the blacklist, but the customer needs to pay the credit card overdraft in time, otherwise the overdue will affect the personal credit record.
Question 4:
WHY IS THE ETC TOLL DEDUCTION, WHY IS IT DELAYED FOR SO LONG?
Some citizens have reported that the time difference between the deduction time of ETC and the actual passage time is longer, ranging from one or two days to six or seven days. Arbitrary charges? It's always been so long before I text, I forgot! ”
In this regard, the relevant person of Guangdong United Electronic Services Co., Ltd. replied to the Nandu reporter, because the ETC transaction is offline transaction, the transaction data from the lane to the settlement system takes a certain amount of time, in accordance with the requirements of the competent department's operating rules, the normal transaction flow is completed within 5 days, the abnormal flow is completed within 12 days, the deduction is initiated to the bank after settlement, and the deduction SMS is sent to the user after the bank deduction is successful. As a result, the deduction information received by the customer lags behind the actual travel time. Customers can inquire about the detailed traffic flow information or reconciliation through the Yuetong Card Mini Program or App.
The reporter called the Yuetong card customer service, the other party also explained that the accounting card is "first pass and then deducted", after the on-site passage, the relevant flow data will have a transmission process, after verification, the deduction is initiated, so it takes some time. Customer service said, "If the road section is updated quickly, the upload is relatively fast; if the update is slow, there will be a delay in deduction."
Question Five:
Foreign cancellation of Cantonese card ETC can only come to Guangdong?
A number of foreign netizens reported that the process of canceling the Cantonese card is not very convenient. For example, online cancellation can not be processed, cancellation requires a letter of termination, while the local bank can not issue a letter of cancellation, the owner of the car to Guangdong to issue. Some netizens have asked whether in the case of the epidemic in many places, in order to cancel the ETC, thousands of miles across provinces to Guangdong reality?
The reporter learned that according to the guidelines of the official account of the Yuetong card, if the Yuetong card bound to the bank wants to be cancelled, it must first go to the bank to issue a cancellation and termination letter. The customer service staff of Yuetong Card told reporters that "banks in Guangdong Province are required to issue a termination letter", and users can call the bank to see if they can provide a cancellation letter.
In view of this situation, the relevant person of Guangdong United Electronic Services Co., Ltd. also said that when the customer applied for etc products, he signed a relevant agreement with the bank, and the agreement stipulated that the customer needed the consent of the bank to cancel the ETC during the agreement period. When the company handles the deregistration business, it is executed in accordance with the agreement between the bank and the customer. To improve the user experience, the company is working with partner banks to optimize the deregistration process.
Question 6:
How to reflect the problem of etc. Cantonese card use?
Nandu reporter learned that at present, Yuetong Card provides online customer service, offline customer service and hotline. Among them, online customer service includes Yuetong Card App, Yuetong Card ETC Mini Program, Yuetong Card Official Website (www.96533.com), and Yuetong Card WeChat public account. Offline customer service includes Yuetong card business hall, highway service point, the hotline is Yuetong card 96533 hotline.
Question Seven:
Is IT TRUE THAT THE ETC ARREARS SMS ASKS TO CLICK ON THE LINK?
This is scam SMS! Nandu reporter learned that recently, car owners have frequently received ETC scam text messages, and the content of the text messages uses various names, usually with a link of "how to do". The reporter also learned from Guangdong United Electronic Services Co., Ltd. that the real official SMS of the Yuetong card will not have a link, and if there is a business guide, it will prompt customers to go to the official channels such as the Yuetong card App, public number, and mini program.
If you encounter other problems in using the ETC Card, please call 020-87388888 to report to us, and nandu "reporter gang" will continue to follow up.
Written by: Nandu reporters Ma Hui, Chen Jiesheng, Zhang Siqi, Wei Zhixin, Li Yuying