Accused of charging 3G fees indiscriminately: VinaPhone blames customers

After Thanh Nien Online published the article "Customers accuse 3G network operators of indiscriminately deducting fees", VinaPhone network operator responded, but instead of clearly explaining the 3G fee calculation mechanism, this unit provided information that introduced and advertised its services.

Many customers are upset about VinaPhone's 3G billing method - Illustration photo

According to VinaPhone's response to 3G service, this network is deploying it with incentives around service packages. The fees of these packages range from 10,000 VND, 25,000 VND, 50,000 VND, 70,000 VND... or converted by day to a package of 2,000 VND/day with the condition of going through a certain browser...

VinaPhone's media representative said that customers were charged because they forgot to turn off the 3G service, so the device automatically updated data from the network. This caused a lot of data consumption, causing the money in the account to be deducted quickly. "There are many reasons why customers do not turn off the 3G service. Other than that, I don't know how to explain it," said a VinaPhone representative.

However, when Thanh Nien Online asked to be introduced to work with the technical department of this network to interview more deeply about the 3G fee calculation mechanism, this representative tried to avoid and dismiss it. Questions sent by Thanh Nien Online to VinaPhone such as the 3G fee calculation mechanism on both phones and Dcom devices; the number and percentage of customers complaining about the 3G fee calculation method; how this unit resolves complaints... were all avoided.

To learn more about the mystery of VinaPhone's 3G billing method, Thanh Nien Online received many opinions from experts. Some people said that VinaPhone's explanation was not convincing. The most prominent idea was to blame the customers. Meanwhile, the technology and system were created and controlled by the network operator, so the network operator would naturally know the loopholes to bypass.

Also related to the incident, on the afternoon of April 25, Thanh Nien Online continued to receive feedback from readers about being deducted 3G fees indiscriminately. Among them was the case of Mr. Nguyen Van Thai in Dong Da district, Hanoi, who said that about 3 months ago, his 3G fee suddenly jumped to 1.5 million VND while normally, he only used up 500 thousand VND at most. After repeatedly complaining to VinaPhone, it was not until nearly a month later that VinaPhone and this customer agreed on how to resolve the problem.

“The network operator charged 1 million VND, instead of 1.5 million as stated in the fee notice. The network operator explained that the reason for the sudden increase in 3G fees was that customers used a lot, did not turn off applications, and the device automatically updated data. If the network operator asserted that it was right, why did it accept my solution of only charging 1 million VND instead of 1.5 million VND as announced? I think there are many irregularities in the network operator's fee calculation method,” said Mr. Thai.

Ms. Tran Thu Phuong, who lives in Hoang Mai district, Hanoi, also expressed her indignation, saying that before the network operators simultaneously increased 3G fees, she used up an average of 400,000 VND per month. But since the 3G fee increase, the amount of money used has increased to 800,000 VND per month. "I hope the network operators will answer the question of why the 3G fees of many customers have increased so suddenly. Customers like us also need to know the detailed prices as well as the service prices for each time they access and use 3G services," Ms. Phuong said. This customer also shared that the fees suddenly doubled, but the quality of service has not improved much.

According to Thanh Nien online