Mobile devices are an indispensable necessity in modern life, and emerging direct carrier billing services are an additional payment option for consumers who regularly use apps (APP). However, the number of disputes is increasing. The Department of Consumer Protection, Executive Yuan, Taiwan (hereinafter referred to as the DCP), in coordination with the National Communications Committee (hereinafter referred to as the NCC), asked telecom operators to preset telecom bill payment functions as closed, to allow consumers to have details of their direct carrier billing, and to classify different categories of payments in telecom bills in order to ensure consumer rights.
The DCP stated that municipalities and counties (cities) accepted 38 complaints regarding telecom bill payment in 2017, which was significantly higher than the seven cases in 2016, and there were an additional 14 cases between January 1, 2017 and the end of February, which shows that the trend for similar disputes is quickly increasing.After analyzing the main complaints, and according to the coordination of the communication, business supervisors are improving as follows:
Aspect 1. Minors tend to enact the function of buying, wherein billing includes telecom charges as well as Google Play consumer accounts.
[Case study] An elderly woman only used her mobile phone to make and receive phone calls and to check Line and Facebook. She did not apply for the mobile phone number payment function, but she received a payment notice from Google Play for a total of about NT$16,000 (the same as below), questioning the telecom operators to open their telecom bill payment functions, causing misuse of children at home. This called into question why telecom operators opened the bill payment function without authorization, which resulted in misuse by children at home.
[Improvement] The DCP has coordinated the NCC to urge telecom operators to close bill payment functions. In addition, if the setting of the relevant function changes, notify the owner of the number (that is, the guardians or legal representative of any minors). Moreover, for consumers who have no need to purchase any apps, they can equip their devices with the function that if they want to purchase any content on Google Play, their act will need to be approved or they will need to open access restrictions on iPhone and iPad .
Second, consumers have no way of knowing how much their children spend on Google Play or App Store/iTunes via their telecom bills.
[Case study] When Mr. X applied for a mobile phone number for his young children under the age of 18, he asked the telecom operator to avoid opening any Internet-using or shopping functions. However, he later received a notice that abnormal consumption amounted to NT$15,600. After calling customer service, the fee turned out to be for Google Play. If consumers want to know the relevant details, they must call Google customer service. But Google does not reveal details for a variety of reasons.
[Improvement] All telecom operators can provide consumer details of telecom bill payment in accordance with consumer requirements.Consumers can call the customer service to ask for this service.
Third, telecom operators failed to inform consumers of the circumstances for the number credit limit adjustment.
[Case study] The credit limit of Mr. X’s mobile phone number is NT$5,000, but it has received a bill of nearly NT$20,000 for the App Store/iTunes. After consulting the telecom operator’s customer service, it was indicated that the quota was increased due to its timely payment and good credit. Consumers have complained that the telecom operator did not notify them that the credit line had been raised, which then caused over-consumption.
[Improvement] Telecom operators all provide consumers with a customer service phone number by dialing which they can check the credit limit for their mobile phone numbers. Some telecom operators’ official websites and APPs provide services to check credit quotas, which consumers can make good use of.
Fourth, telecom operators separate telecom fees and App fees into different categories on telecom bills, but the payment of different fees has not been separated.
[Case Study] Mr. X only agreed to pay the monthly fee of his mobile phone due to an APP consumption dispute, and the telecom operator suspended its mobile communication on the grounds that the telecom bill payment was still in arrears.
[Improvement] The NCC strictly requires all telecom operators to implement the division of categories and payments of telecom charges and other bills such as for APPs, and this has been included in a proposed draft regulation of the Telecommunications Management Law. Finally, the DCP reminds consumers that in the digital era, payment tools for mobile shopping and online purchases are increasingly diverse, whether using a credit card such as Apple Pay, Samsung Pay, Line Pay, or incorporating a mobile phone bill payment. Mobile phones have become mobile wallets. Consumers should properly protect their accounts, passwords, and so forth, and pay attention to the notification messages received via mobile phone newsletters and emails at any time to avoid using telecom services beyond the normal limit, with the consequence of spending a lot of money.