Recently, some netizens complained on the Internet that they were privately opened two deduction services by Shaanxi Mobile. The Shaanxi Provincial Communications Administration then replied that Shaanxi Mobile had problems such as non-standard business handling and substandard service quality, "Our bureau has interviewed Shaanxi Mobile and asked it to make corrections immediately." ”
On November 27, 2023, a netizen with the network name "Toutiao Netizen" posted a complaint and report information on the "People's Livelihood Hotline" of the Western Network (Shaanxi News Network), saying that Shaanxi Mobile opened a business mobile high-definition rights package of 1 yuan file at 11:02 a.m. on November 22, 2023 without the user's knowledge.
Screenshot of "mobile feedback" provided by netizens.
The netizen questioned mobile, does it not need to repeat the verification of information for charging business? China Mobile did not give an explanation, and during the complaint, on November 23, 2023, it opened another charging business for the netizen, namely "1000 trillion acceleration 12-month package", with a monthly fee of 10 yuan, and a monthly fee of 20 yuan after the contract expires.
The netizen believes that the above-mentioned practices of the mobile company seriously damage the legitimate rights and interests of users, and calls for the mobile company to be dealt with seriously.
On January 22, 2024, the Shaanxi Provincial Communications Administration replied that after verification, due to the error of Shaanxi Mobile's staff, the user number 188****8894 handled the high-definition rights package 1 yuan file and 1000 trillion speed package business on November 22 and 23, 2023, respectively, and Shaanxi Mobile has the problem of non-standard business handling and substandard service quality, "Our bureau has interviewed Shaanxi Mobile and asked it to make corrections immediately, in strict accordance with Article 16 of the "Telecommunications Service Specification" and other relevant regulations. Standardize business handling behavior, strengthen internal management, improve service quality, and promptly contact users to explain and apologize. After understanding, Shaanxi Mobile has contacted the user to explain and apologize, and now the business has been canceled and the fee has been processed, and the user has expressed his approval. ”
Netizens said that during the complaint period, Shaanxi Mobile privately opened a charging business and received a text message notification.
On the same day, the Shaanxi Provincial Communications Administration replied to another complaint against Shaanxi Mobile.
On December 1, 2023, a user with the screen name "User _FJl2" posted a complaint and report information on the "Minsheng Hotline" on the Western Network (Shaanxi News Network), saying that Shaanxi Weinan Fuping Mobile Branch forged a contract, and the business acceptance form was not signed by him, and without being informed, he privately merged the account under his host number and bound the auxiliary card, deducting 20 yuan to 30 yuan per month, with a cumulative deduction of nearly 400 yuan.
The netizen said that he had repeatedly asked the business hall of the local mobile company to make a reasonable explanation and lift the auxiliary card, but the local business hall could not give a reasonable explanation, and then complained to the 10080 supervision platform, but the problem was not solved.
In this regard, the Shaanxi Provincial Communications Administration replied on January 22, 2024 that after verification, the above-mentioned users handled the combined account business of the auxiliary card and the main and auxiliary cards through Shaanxi Mobile on February 6, 2022.
The reply said that after understanding, Shaanxi Mobile has contacted the user to explain the apology and deal with the fee, and now the supplementary card has been cancelled and the user recognizes.
Source: The Paper Reporter: Zheng Wen