From the complaints of various industries, in 2018, in the complaints platform, the Internet consumer finance industry (including consumer finance, online loans / p2p, micro-credit, loan assistance and other institutions) effective complaints totaled 209,000, accounting for the total number of complaints 66.4% became the largest complaint industry in 2018.
The annual 3.15 arrives as scheduled. On this consumer protection day, consumer complaints and rights protection topics have become the focus of the industry.
Throughout 2018, consumer complaints are on the rise. According to data released by the State Administration of Market Supervision in recent days, in 2018, the national market supervision departments received a total of 11.2496 million complaints, reports and consultations from consumers, an increase of 20.74% over the same period of last year.
Then, in 2018, which industries have become the focus of the consumer "minefield"?
“From the complaints of various industries, in 2018, in the complaints platform, the Internet consumer finance industry (including consumer finance, online loans/P2P, microfinance, loan assistance, etc.) has a total of 209,000 effective complaints, accounting for the total number of complaints. The amount of 66.4% became the largest complaint industry in 2018.” On March 14, in an interview with the 21st Century Business Herald, Pan Junyi, the chief editor of the 21st domestic public welfare complaints platform, said.
In addition to the Internet finance industry, ofo Xiaohuang has complained about 4,926 complaints and became the number one merchant with the highest number of complaints on the 2018 complaints platform. In this list, there are also Jingdong Mall, Tmall Mall, Taobao, Zhixing, Ant Financial, Suntech, Suning Tesco, Longxing Tianxia, and many more.
The hour hand turns to 2019, the past "pit" continues, and new traps have emerged.
Mujin accounted for "half of the country"
For the mutual gold industry, 2018 is destined to be an extraordinary year.
Since June, the P2P online lending platform has been intensively exploding. According to the data of the online loan home, as of the end of June 2018, the total number of P2P platforms was 2,121, and only 1985 at the end of 2017. In the first half of 2018, only 136 P2P platforms were “exploded”. Among them, 81.3% of the platforms have problems in the form of “cash out difficulties”.
"Thunderstorm" is destined to be transmitted to the consumer. On the other hand, Pan Junxi pointed out that there is still a violent collection in the mutual gold industry.interest rateHigh distortion and other issues. For example, on the platform of borrowing and lending, which is mainly used by acquaintances, some users complained about their indulging in loan sharks and vicious collections; the auction of loans to the US in November 2017 was also slashed by users.interest rateToo high a problem.
Judging from the data on the complaints platform, the proportion of Internet consumer finance industry complaints in total has jumped from 32.4% in 2017 to 66.4% in 2018. In other words, in 2018, there were more complaints in the Internet finance industry than in all other industries.
The concentration of complaints in the mutual gold industry is also reflected in the ranking of the businesses being complained. "In 2018, the number of effective complaints TOP10 merchants, Internet consumer finance industry businesses accounted for 8 seats. Among them, immediately consumer finance, Flash Silver, and wealthy ranked in the top three." Pan Junyi pointed out.
In addition to the mutual gold industry, another major complaint hotspot in 2018 is shared travel, and it is almost concentrated on the sharing of bicycles and even shared cars without refunding deposits.
According to the data of the complaints, in 2018, the total number of valid complaints against the small yellow car was 4,926, and 673 were solved, and the resolution rate was 12.5%. Among them, in November 2018, the number of complaints againsto small yellow car was 2,533, reaching the peak of complaints. This data also helped too become the largest number of non-mutual gold complaints.
"The above changes in data are in line with the changes in the industry's savage growth in the Internet era - shared travel and Internet finance, precisely where legislation and industry regulation lags behind industry development." Pan Junyi said.
However, compared with emerging industries, the online shopping industry, which has developed more maturely, is still the hardest hit area. According to the data released by the State Administration of Markets Supervision, in 2018, the national market supervision department accepted a total of 1.6820 million online shopping complaints, an increase of 126.2% over the same period of last year. The complaints were mainly false advertisements, fake and shoddy, unqualified quality, and operators refused to perform.contractConventions, etc.
The data on the complaints also showed that the number of complaints in the e-commerce industry in 2018 followed the mutual gold industry, ranking second. Among the top ten non-mutual gold merchants in terms of effective complaints, the e-commerce platform occupies five seats, and the mainstream e-commerce platforms such as Jingdong, Tmall, Taobao, Suning Tesco, and Fighting are all on the list.
Be wary of spending new "minefields"
Some consumer infringements in 2018 also spread to 2019 and are expected to be the next hot spot for complaints.
For example, the default tying behavior prohibited in the E-commerce Law still exists on some online travel platforms. According to the introduction of the complaints, as of March 14, 2019, the complaints received a total of 2,183 valid complaints from consumers on the default purchase of accelerated services on major online travel platforms.
Among them, Ctrip's Zhixing, due to the default consumer selection "acceleration package" in the APP ticketing process setting, encountered a large number of complaints in 2018. However, it is still disguised as the default setting. In less than one month of the Spring Festival in 2019, the number of complaints has exceeded 1,000. Up to now, there are 2078 valid complaints related to Zhixing, accounting for 95.2% of the online travel industry related complaints.
At the moment when the online video website member service volume is rising, the "pit" of automatic renewal is also on the rise. In February 2019, a user complaint was reflected and participated in the Tencent video 3 day experience event. According to the rules of the event, automatic renewal must be activated, but the automatic renewal can be closed 24 hours before the end of the event.
The user stated that the automatic renewal fee will be opened at 21:39 on February 18, 2019. According to the rules, the automatic renewal fee can be closed before 21:39 on February 20. The fact is that the user canceled the contract at 11:07 on February 20th, but was renewed as early as 10:31. As of March 14, the complaints platform has accepted 167 valid complaints from Tencent Video, most of which involve deductions, and the resolution rate is only 3.6%.
There is also a “minefield” in the dating industry. According to Pan Junxi, as of March 14, 2019, the complaints platform accepted a total of 2,997 effective complaints about Zhenai. The number of complaints ranked first in the dating industry.
The complaints concentrated on the report that consumers were bought and sold in the "stunned" situation after being "chat" for several hours by the salespeople in the store under the cherished network cable. No refunds will be made afterwards. Among the related complaints, there were 1,542 valid complaints involving “brainwashing” keywords, accounting for 51.5%; 1343 valid complaints related to the “overlord clause” keywords, accounting for 44.8%.
What needs to be more vigilant is that in the complaints of the platform, 1042 effective complaints involving “fraud” keywords accounted for 37.8%. In the process of making friends on the platform, some consumers even found out that the other party was married after they became pregnant.
In addition to the above cases, the various "traps" are too numerous to enumerate. “It is recommended to speed up the legislation and industry supervision of new industries, integrate social resources, and strive to achieve social co-governance in the field of consumer protection.” Focusing on the improvement of consumer rights protection in the future, Pan Junyi bluntly said, “It also needs attention and lack of responsibility. The proportion of netizens is increasing, and legal rights, integrity, and civil rights should be the work of all rights defenders."
(Article source: 21st Century Business Herald)