Full refund! "Latest response, hurry to self check

You have encountered it before,Is there a situation where money is inexplicably withheld from a mobile account?Women unknowinglyReceived membership fee for 5 yearsRecently, Ms. Zheng from Beijing reported to reporters that on October 8th this year, she discovered a membership fee deduction notice when logging into the Youku Video App

You have encountered it before,

Is there a situation where money is inexplicably withheld from a mobile account?

Women unknowingly

Received membership fee for 5 years

Recently, Ms. Zheng from Beijing reported to reporters that on October 8th this year, she discovered a membership fee deduction notice when logging into the Youku Video App. After inquiry, she learned that since August 2018, without her knowledge, Youku has deducted 15 yuan of membership fees from her Alipay every month, which has been deducted for 5 years and 2 months, with a total amount of 915 yuan. What should I do? On the day of discovery, Ms. Zheng called Youku customer service to appeal, hoping to refund her unused membership fee, totaling 915 yuan. According to Ms. Zheng's recollection, she opened a membership on Youku in July 2018 to upload a video. At that time, she was not aware of the membership renewal function, and after that month, she did not use the membership rights of the Youku platform, but Youku began to automatically deduct monthly payments. Ms. Zheng stated that although she immediately closed the membership renewal program after discovering the problem, she was automatically deducted a total of 915 yuan within 5 years. Ms. Zheng told reporters that during the automatic deduction period, Youku never sent any significant information to remind her of the deduction. She discovered it on her own after opening the Youku Video App. That is to say, if users do not log in to the Youku Video App, they will not know if they are being deducted

After multiple rounds of negotiation

915 yuan membership fee finally refunded

On the afternoon of October 8th, Ms. Zheng appealed to Youku customer service by phone based on the relevant provisions of the "Measures for the Supervision and Administration of Online Transactions" - "If online transaction operators provide services through automatic renewal, they should prominently remind consumers to pay attention five days before the automatic renewal date." She demanded that Youku refund the membership fee automatically deducted during the five-year period. Ms. Zheng said that Youku's first response was based on "logging into the account once in April and using the search function once", rejecting Ms. Zheng's request to refund the full 5-year membership fee, stating that only the 5-month membership fee can be refunded. Ms. Zheng believes that she has not used her membership rights, so she has the right to request a full refund. On October 12th, Youku platform called back Ms. Zheng and expressed willingness to refund the membership fee of 660 yuan for 44 months, which was rejected by Ms. Zheng. On the same day, the reporter called Youku customer service, who stated that they would seriously consider Ms. Zheng's request to refund the full amount, and the specific refund amount is still under negotiation. On October 13th, the reporter learned from Ms. Zheng that the current Youku platform stated that Ms. Zheng's situation had been verified to be true and her demands were reasonable. We have contacted the user to refund the full 61 month membership fee, totaling 915 yuan. It is expected to arrive in 3 working days.

Renewed without knowledge

How do consumers respond?

So, is the platform legally responsible for invisible consumption and contract renewal without knowledge? How should consumers respond? Chao News reporter contacted Chen Songtao, the director of Zhejiang Fengguo Law Firm, who stated that if a merchant deducts money without clear notification, it infringes on consumers' right to know. However, on the platform's side, unless the advertisement is illegal and the platform is aware of it, the platform is responsible, and in other cases, the platform is not responsible. Generally, there will be a deduction agreement before Alipay deduction. After consumers check it, they agree to authorize deduction, and then Alipay will operate deduction. But some software may give consumers a title to choose from. If consumers agree without clicking on the full text, it is equivalent to agreeing to the agreement. If they do not actively cancel, they will start to deduct money. If consumers encounter situations where money is deducted for no reason, they can file a complaint, Every check mark on the software needs to be noted. Some agreements may not be fully displayed. If they are deducted on the platform, you can file a complaint on the platform to retrieve the money

Netizen comments

After watching Ms. Zheng's experience, many netizens left messages stating that they also had similar situations

Hurry up and self check!

Simply take a few steps to cancel the automatic renewal of the mobile app

Step 3: Click on 'Payment Settings', then click on' Automatic Renewal '. In 'Automatic Renewal', you can view all mobile apps that are bound to WeChat for automatic renewal. Click on the mobile app you don't want to renew and manually cancel the automatic renewal service.

Step 2: In the settings interface, locate and click [Payment Settings]

Step 3: Click on 'Secret free payment/automatic deduction', select the mobile app automatic service that needs to be cancelled, and close it.

Step 2: After entering, locate and click on the 'Subscribe' option below

Step 3: Find the mobile app you don't want to automatically renew and deactivate it.

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