Nandu News "I went to handle the number portability business in January last year and encountered a lot of troubles." Mr. Huang, a citizen whose mobile phone card number is China Unicom, said that he encountered a series of obstacles when transferring to the network. It was difficult to transfer the network successfully, but the remaining 1303.63 yuan of phone bills in the card could not be refunded, and the fee has not been refunded so far. In order to recover this fee, Mr. Huang had no choice but to fight a lawsuit with the Huizhou branch of China United Network Communications Co., Ltd. The telecommunications service contract dispute case will be heard at the Huicheng District People's Court on March 15 this year.
Named units:
China United Network Communications Co., Ltd. Huizhou Branch
68 points (passing)
Intervention speed: 20 minutes
Reason: After the incident, China Unicom took the initiative to intervene in the handling and clarified the handling method.
Processing progress: 20 points
Reason: After receiving Mr. Huang's appeal, Unicom carried out relevant treatment.
Processing effect: 15 points
Reason: China Unicom replied to Mr. Huang's complaint, which was handled in accordance with the agreement between the two parties, which had clear relevant contents on the agreement and was signed and confirmed by the customer. For this treatment effect, Mr. Huang is not satisfied.
Immediate Investigator Evaluation: 13 points
Reason: When applying for a card, do consumers seriously understand what they signed? Should this balance be refunded at the moment? Since this case is about to go through the judicial process, I believe that the court will have a better determination. This newspaper will also continue to pay attention to the progress of the incident!
User: Number porting, China Unicom did not fully refund
At the end of December 2018 and the beginning of January 2019, Mr. Huang used his ID card to purchase a China Unicom communication card (card number 18×××88). On December 1, 2019, the "Regulations on the Administration of Number Portability Services" issued by the Ministry of Industry and Information Technology came into effect, and the vast number of mobile phone users in the mainland can freely convert from the three major operators of mobile, Unicom and Telecom without changing their mobile phone numbers. Mr. Huang said that in December 2020 and January 17, 2021, when he repeatedly consulted the number portability business at Unicom's customer service telephone number 10010, the 10010 customer service replied that it was OK and suggested that it would be carried again at the end of the month.
The Provisions of the Ministry of Industry and Information Technology on the Administration of Number Portability Services clearly require telecommunications business operators not to refuse, block or delay the provision of number portability services to users without legitimate reasons in the process of providing number portability services. "On the morning of January 31, 2021, when I went to the Longfeng Business Hall in Huicheng District to handle the transfer business, the staff informed me in person that on January 17, 2021, after I called 10010 customer service consultation, I opened the Guangdong rights and interests package." Mr. Huang believes that without his permission in any form, Unicom opened the so-called "Guangdong Rights and Interests Package" to set up layers of obstacles for him to transfer his number to the network, hindering him from carrying the number to the network. This infringement undermines his "right to choose" as a consumer. "Later, I repeatedly reported to the customer service that I traveled back and forth to the defendant's Longfeng business hall several times before I finally successfully handled the number portability network."
Mr. Huang recalled, "On January 17, 2021, when communicating with the staff of Unicom Customer Service 10010, the question of whether the remaining phone bill was refundable was clearly asked, and the staff of Customer Service 10010 replied at that time that after the 5th of the next month after the successful handling, any business hall of Unicom could be refunded. On March 5, 2021, when I went to the business hall to apply for a refund of the phone bill, I could not do it. Mr. Huang repeatedly called the customer service of 10010 to reflect the problem, and the fee has not been refunded so far. On April 3, 2021, the response of customer service 10010 was that the call fee of 1303.63 yuan could not be refunded.
(Pictured: Provided by Mr. Huang himself on his mobile phone screenshot.) At 16:15 on January 17, 2021, After consulting the customer service of Unicom 10010, Mr. Huang sent the business consultation code of portability, and the reply of the system was that the main and auxiliary card business bundled this business affected the portability. ）
(Pictured: Provided by Mr. Huang himself on his mobile phone screenshot.) At 13:49 on January 31, 2021, when Mr. Huang went to the Longfeng business hall of China Unicom to handle the transfer, he sent the transfer code again, and what he saw was different from the previous one, and there was already one more "Guangdong user membership rights" and extended the contract to January 29, 2022. ）
Nandu reporter learned that this telecommunications service contract dispute case will be heard at the Huicheng District People's Court on March 15 this year.
Unicom replied: "The agreement stipulates that the gift fee is non-refundable"
Did Unicom open the "Guangdong Rights and Interests Package" to set up layers of obstacles for Mr. Huang to transfer his number to the network, hindering him from carrying his number to the network? Why can't Mr. Huang's phone bill of 1303.63 yuan on the card be refunded? Recently, Nandu reporter learned about the relevant situation from China Unicom Huizhou Branch.
The company has given the following reply after verification by various parties:
For the 18×××88 number used by the consumer, after verification, the customer participated in the purchase and reduction activities when entering the network, and enjoyed a one-time gift of 3,000 yuan for Unicom. According to the network access agreement between the two parties, the free phone bill is non-refundable. The "Guangdong Equity Package" mentioned by the consumer, after verification, the "Guangdong Equity Package" is a free gift for Unicom in 2019, which is clearly agreed in the agreement between the two parties and signed and confirmed by the customer. The number was successfully ported to other carriers in February 2021.
Written by: Nandu reporter Li Xiumin