After more than a month of investigation and interviews, the reporter of "China Consumer Daily" visited more than 10 physical stores through the narration of more than 10 consumers, and found various typical problems that infringe on the rights and interests of consumers in the shared charging treasure market. Starting from this issue, "China Consumer Daily" will continue to publish a series of reports on "Shared Charging Treasure Consumption Infringement Chaos" to expose various violations of the legitimate rights and interests of consumers in the shared charging treasure market, and effectively safeguard the legitimate rights and interests of consumers.
"After using it, I returned the shared power bank
But didn't give me any hints
A few days later, it was not returned
Automatic deduction of 99 yuan!"
recently
Multiple consumers
"China Consumer Daily" 3.15 Consumer Voice
Reflected on the all-media interactive platform
After returning the shared power bank
The amount is still deducted on the grounds that it has not been repaid
The reporter's investigation found that this kind of problem has become a hot spot for complaints, and there are tens of thousands of related complaints on the online complaint platform, most of which have not been resolved, and the complaint objects involve many well-known shared charging treasure brands such as Xiudian, Sodian, Incoming Call, Street Electricity, Small Electricity, Double Electricity, Monster Charging, Fast Green Charging, and Hua Xiaodian.
Rent a shared power bank
A fee of 99 yuan was deducted
No refunds will be issued after retrieving and returning the surveillance video
Mr. Zhang, who lives in Nanchang, Jiangxi Province, told the reporter of China Consumer Daily:
"On October 31, I rented a shared charging treasure during a business trip in Ganzhou, and returned it after nearly two hours of use, but I didn't expect that on November 4, Xiudian automatically deducted 99 yuan through WeChat, I contacted Xiudian online customer service many times, and the customer service said that the result of verification was that the charging treasure was not there, and it could not be processed. ”
At the same time, Mr. Zhang also initiated an appeal through WeChat payment, and the customer service replied:
"Verify that the power bank is not returned and cannot be refunded, it is recommended to return to the scene to provide a photo of the power bank serial number on the device. ”
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Mr. Zhang felt very incomprehensible
"I'm in Yunnan now, for 99 yuan and then return to Ganzhou to take pictures is obviously unrealistic, from renting a power bank to deducting a total of 5 days, Xiudian did not have any prompt to inform me that I did not return successfully. ”
In desperation, Mr. Zhang contacted the store where he rented the power bank in Ganzhou, and retrieved the two surveillance videos that were rented and returned at that time.
Video display
Mr. Zhang at 2 a.m. on Oct. 31
Rent a power bank at the store
October 31, 3:27 a.m
Return in the same cabinet
Video surveillance shows that Mr. Zhang returned the power bank at 3:27
On November 18, Mr. Zhang filed a complaint through a social networking platform and uploaded the video of the rental and return simultaneously, and replied: "The situation has been understood, and customer service personnel will be arranged to deal with it later." However, the staff of Xiudian have not contacted Mr. Zhang to deal with it.
The reporter contacted the online customer service through the Xiudian WeChat applet, and in response to Mr. Zhang's order, the customer service replied: "The system cannot detect the corresponding charging treasure charging 99 yuan due to the failure to return it in place, and the staff has not verified the charging treasure." The reporter said that there was a surveillance video of the rental and return as evidence, and the customer service replied that the power bank was not there and could not be handled.
Return the "incoming call" shared power bank
You will be charged after 7 days
The customer service solution channel is not smooth
Ms. Xie, a consumer in Xiamen, Fujian Province, told reporters:
"At half past two in the morning on November 7, I found that my mobile phone was out of battery when I was doing a part-time logistics job, so I used Alipay to scan the code to rent a call brand shared charging treasure, and returned it after about 1 hour of use, but I didn't expect that the call on November 14 would automatically deduct 100 yuan from my Huabei. Ms. Xie said that she did not pay attention to whether there was a deduction when returning the fee, but it took 8 days from the rental to the automatic deduction, and the "call" did not give her any prompt.
Ms. Xie told reporters that after the deduction, she contacted the online customer service for feedback, and the online customer service said that the power bank was not returned, and it was necessary to wait for 3 working days to verify the situation. On November 23, Ms. Xie contacted the online customer service again, and the customer service replied: "In view of the good credit of your account, I will help you apply for a refund of 100 yuan for special processing, and the next time this situation occurs, no refund will be made." ”
"I have returned the power bank, and the call not only does not admit the mistake, but also says that it is a special application, which I feel incomprehensible. Ms. Xie also told reporters that it took 10 days from deduction to refund, and the customer service channel was not smooth, which greatly increased the communication cost of consumers.
The reporter clicked on the online customer service on the home page of Alipay's "call" applet, and found that as Ms. Xie said, it was quite difficult to contact human customer service.
After returning the "street electricity" shared charging treasure, it is still billing
Contact customer service to suspend billing
was still deducted 99 yuan
Ms. Lin, a consumer in Shenzhen, Guangdong, told reporters:
On November 18, I rented a shared power bank of a street electricity brand at the door of a restaurant in Nanshan District by scanning the QR code on WeChat, and returned it after using it for nearly two hours. However, after returning it, WeChat reminded me many times that I was on rental. The customer service said that the billing had been suspended and sent personnel to verify offline, and the processing time was 72 hours. The next day, I noticed that the order still showed that it was being rented. On November 22, the WeChat account was automatically deducted 99 yuan by the street electricity, so I contacted the online customer service again to feedback, and the customer service said that the time limit for suspension of billing was exceeded, and it was recommended to return to the cabinet to take photos to confirm whether the return was successful. I could only go to the return point to take a photo and send it to customer service, but the customer service replied that the system did not have the return information of the power bank, and said that the company lost a power bank and could not be refunded.
In the photo provided by Ms. Lin, there is a power bank in the card slot
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Ms. Lin was angry
Initiate multiple complaints
In the end, the "street electricity" deducted two hours of usage
Refund 91 RMB
On November 27, the reporter contacted the online customer service through the Jiedian WeChat applet to inquire about Ms. Lin's order, and the customer service said: "It has not been returned, and it has been refunded." ”
The number of similar complaints exceeded 10,000
There are many shared power bank brands involved
The reporter's investigation found that the complaint that such a shared charging treasure is still deducted after returning has become a hot spot for online complaints. The reporter searched for the keyword "charging treasure + deduction of 99 yuan" on the black cat complaint platform, showing that there were 10621 related complaints, most of which reflected that consumers did not give a prompt after returning the charging treasure, and automatically deducted 99 yuan after a few days on the grounds that they did not return it. The objects of the complaint involve many well-known shared charging treasure brands such as Xiudian, Sodian, Incoming Call, Street Electricity, Xiaodian, Double Electricity, Monster Charging, Fast Green Charging, and Hua Xiaodian.
Legal experts said
The consumer must be informed in advance of the seizure of the deposit
If the power bank has indeed been returned, the deposit will still be withheld
The merchant is suspected of constituting consumer fraud
Lu Yun, a lawyer of the lawyer group of the China Consumers Association and director of the Consumer Rights and Interests Legal Professional Committee of the Beijing Lawyers Association, said in an interview with reporters that regardless of whether the consumer returns the shared charging treasure or whether the return is successful, the merchant should give consumers a reminder, and a certain time interval can be set after renting to remind the current status and billing situation of the charging treasure, and the consumer needs to be informed in advance of the deduction of the deposit. If there is no prompt or notification, and the deposit is directly deducted after a few days, it is suspected of infringing on the consumer's right to know.
Consumers need to provide evidence to prove that the power bank has been returned, and the merchant cannot use the system as the basis for determining whether it has not been returned, let alone unilaterally use the system data as the basis for the final judgment of whether to return it. If the consumer has actually returned the power bank, but it has not been identified due to system reasons, and the merchant still deducts the fee on the grounds that it has not been returned, or even the merchant deliberately causes some system loopholes and deliberately deducts the fee on the grounds of system vulnerabilities, the merchant is involved in false information or misrepresentation, and is even suspected of constituting consumer fraud.
Lu Yun reminded: "If such a dispute occurs, consumers can choose to settle and mediate with the operator, or complain to the relevant departments, or they can also resolve it through arbitration and litigation." The premise is that consumers must have a certain ability to provide evidence, and it is important to keep the corresponding evidence. ”
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Produced by the editorial department of China Consumer Daily
Source/China Consumer Daily, China Consumer Network
Reporter/Ducco
Editor/Li Xiaoyu
Producer/He Yongpeng, Ren Zhenyu