3 months ago, ofo was scolded by netizens for the operation of "pulling people's heads to return the deposit". The New Yellow River reporter noted that consumers who fell into the quagmire of "difficulty in returning to detention" were not only planted on the Ofo platform. A few days ago, a shared motorcycle platform called "Spreading Wings Travel" has also been repeatedly complained by consumers because of the problem of returning deposits. Some consumers have reported that the time waiting for the deposit to be refunded has exceeded 3 months. On the online complaint platform, there were more than 7,000 complaints about the issue of surrender. The new Yellow River reporter contacted the customer service of "Spreading Wings Travel", and the other party responded in the dialog box: "Finance is already in line to deal with it."
Charged a deposit of 99 yuan for riding an electric car, and did not receive money for 3 months after applying for a refund
Xiao Meng, who studied at a university in Nanjing, told the New Yellow River reporter that the university town where she was located often saw the shadow of the "Spreading Wings" sharing motorcycle, so she paid a deposit of 99 yuan to handle the cycling business.
"At first, a deposit was required, but then a notice was posted on the car saying that you could ride without a deposit." Xiao Meng recalled that about after the National Day in 2021, riding douyun electric vehicles did not need to pay a deposit. "At that time, I forgot to retire, and when I retreated again, I never returned it to me."
According to the refund information provided by XiaoMeng, she submitted a refund request on November 30, 2021, the processing time was displayed as January 31, 2022, and the processing status was displayed as "Refund failed, click to contact customer service." ”
According to the chat records provided by Xiaomeng, after applying for a refund, she often consulted the customer service refund time, and the other party said: "Due to the market adjustment of the refund account limit, the finance is already in line." However, as of mid-to-late February 2022, Xiao Meng's deposit of 99 yuan has not yet arrived.
Netizen Xiaoya said that he had also been waiting for the deposit to be returned. "Previously, customer service said that the deposit could not be returned the same way, and it was necessary to provide an Alipay account number and a certified name to facilitate manual transfer." Xiao Ya recalled that the customer service initially promised him a 7-working day refund. As of now, the 7th has become 3 months, and the promised deposit has not been returned to the account. "Although 99 yuan is a small amount, it is bad enough. Most of the people who pay the deposit in Jidouyun are students, which is everyone's living expenses. ”
There are more than 7,000 online complaints, and the payment agreement stipulates that the pledge can be refunded within 7 days
The New Yellow River reporter noted that on the black cat complaint platform, the cumulative number of complaints about "Spreading Wings Travel" has reached 7212 times. Some netizens said that their deposit refund waiting time has exceeded 3 months, during which they contacted customer service through various ways such as telephone and WeChat, and failed to recover the deposit.
According to the enterprise investigation, "Spreading Wings Cloud Travel" belongs to Shanghai Qiandong New Energy Technology Co., Ltd., which is a campus shared motorcycle travel brand, which was established on March 6, 2017. It is worth mentioning that "Spreading Wings Travel" has also completed two rounds of financing before.
On the 24th, the New Yellow River reporter searched for the "Spreading Wings Travel" Mini Program on WeChat, and saw in the rules of the use of the deposit of its payment agreement: "The deposit is the deposit for the user to use the deposit for the use of the Spreadoyun travel, which cannot be used as a pre-deposited fare; the deposit can be refunded, in view of the value and fragility of the Spreading Wings Travel vehicle, the platform needs to return the original road to your payment account within 7 days from the date of your application for a refund, in the case of confirming the normality of the vehicle." If the refund is unsuccessful, please contact online customer service or call customer service telephone to deal with it. ”
With a lot of questions, on the afternoon of the 24th, the new Yellow River reporter dialed the reserved contact information of the enterprise to check the "Spreading Wings Travel", showing that the number was an empty number. Try calling the customer service hotline, but the phone goes unanswered.
The new Yellow River reporter consulted from the customer service session page of "Spreading Wings Travel", and the customer service said that "if the user needs to return the deposit, you can contact the customer service to help deal with it, and the financial side is already queuing up." ”
"Shared transportation" is difficult to refund frequently, lawyer: you can complain to the regulatory authorities
The search found that in recent years, shared bicycles, shared cars, and shared motorcycles have brought great convenience to people's travel, but at the same time, it is not uncommon to return to detention. From ofo small yellow car, cool ride and other shared bicycles are difficult to refund the deposit, to the best travel, happiness Dingdong and other shared cars queue up to refund the deposit, and then to the "SpreadIng Douyun" shared motorcycle that has complained more than 7,000 times now... It is no accident that payment is easy to refund.
The New Yellow River reporter noted that in 2019, the Ministry of Transport issued the "Measures for the Management of User Funds in New Forms of Transportation (Trial)". It is mentioned that operating enterprises do not charge user deposits in principle, and set an upper limit on the collection of deposits. In response to the issue of deposit refund, the above new regulations also make it clear that the deposit should be returned to the user on a daily basis.
"If the two parties agree on the deposit refund period, the enterprise should strictly follow the agreement." If there is no agreement, it should also be dealt with within a reasonable period of time. If the operating company violates the agreement, it violates the principle of good faith management and also violates the Consumer Rights and Interests Protection Law. If the platform deliberately delays, consumers can complain to the industrial and commercial regulatory authorities of the platform operating company or the national 12315 platform. Huang Xiwen, a lawyer at Shandong Zhengdu Law Firm, said that in view of the difficulty of refunding the deposit, the competent department of the higher-level government should also intervene to supervise law enforcement when necessary, clarify responsibilities and increase penalties, and effectively protect the legitimate rights and interests of consumers.
(Some of the pictures come from the Internet)
New Yellow River client reporter Meng Tianyu
Editor: Li Chen