On the 2nd of this month, Ge Hua, a citizen of Guangzhou, received a text message and was charged 69.97 yuan for road and bridge fees. He looked carefully, and it turned out that this was 1 this month's bill, but there were three deduction records, but he couldn't understand them.
According to the bill,165438 on October 2nd,165438 on October 9th, and165438 from airport station to Sanyuanli station on October 8th. The three distances are the same, but the charges are 10.68 yuan, 5.55 yuan and 6.99 yuan.
Ge Hua, a user of Yuetong Card, said that there is basically only one way for his family to go to the airport, and he will not go around other places when going back and forth. He himself doesn't know where the expenses of the above three same destinations were deducted.
To this end, we have consulted the United Electricity Company, the operating unit of Yuetong Card. After background check, three traffic records of Ge Hua do exist. The reason why the deduction fee is different is that since New Year's Day this year, expressway has changed from a unified export fee to a portal system fee. However, at the initial stage of system switching, some traffic data in expressway were not perfect.
Director of the Customer Service Center of Yuetong Card Operation Unit United Telecommunications Company? Hu Yating said, "Maybe the relevant running water didn't actually come into being, or the quality or format of the running water didn't meet the requirements of the specification. We have not settled this data from the perspective of protecting the rights and interests of customers. "
To put it simply, Gehua actually collected 15 yuan from Sanyuanli Station to the airport station. But now, because of the imperfect system information, the three deductions of ETC are incomplete, which means that the money given by Ge Hua is less. However, ETC said that this situation will not require customers to pay fees.
The amount of deduction is none of the user's business, and the problem is coming again. What happens if you deduct too much? Ms. He in Guangzhou was really charged the wrong fee, but it would be a lot of trouble to refund the fee!
Ms. He, a citizen of Guangzhou, said that since June 5438+1October 8 this year, she has pulled out the ETC card from the vehicle-mounted equipment and chose the ETC manual mixed lane when taking the expressway.
Who knows, since February 5, Ms. He has received information on ETC deduction. She found that the round trip from Zhaoqing to Guangzhou was charged on June 5438+1October 265438+1October 22 and June 5438+1October 22. After giving cash, the card was deducted, indicating that she gave double money.
Ms. He used the Yuetong card to communicate with the manual customer service on WeChat official account, but she had to wait in line. Ms. He said that it was the first time to find a customer service communication line 1435, the second line was 886, and the third line was 697. The queue didn't start until 9: 00 am on the fourth or fifth day.
Complaining and waiting, one month before and after, Ms. He finally received a refund of 52.64 yuan on March 8.
Yuetong Card Company said that even if the user pulls out the ETC card, the portal system can sense the user's passing, and there is a high-definition camera to shoot the license plate. The reason for the wrong deduction is that the system is not perfect. Director of Technical Center of Yuetong Card Operation Unit United Electric Company? Sharla Cheung said, "Because on the Longmen system, it didn't get the CPC card at the same time, the information we called the pass card led to this accidental phenomenon. It should not have formed an effective pass record and became an effective pass record, resulting in this phenomenon of overcharge."
The official account of WeChat, a Yuetong card, once posted an explanation that pulling ETC card to take artificial mixed lanes is an irregular use of ETC. Moreover, "returning the card halfway" may also be regarded as intentional evasion and blacklisted. ? Ms. He believes that consumers should have the right to choose whether to use ETC or not. Some lawyers believe that if the technology is not perfect and the market is launched, operators need to bear the responsibility.
Lawyer? Zhang Yang: "As a toll collector, should you do your duty to avoid these car owners charging more when you know that my technology is defective, so I think this responsibility is more on the toll collector."
Director of the Customer Service Center of Yuetong Card Operation Unit United Telecommunications Company? Hu Yating: "Now the whole optimization work has been fully started, and we will solve all the problems just mentioned in this extended free window period to give customers a better experience."
Sometimes commentators think that since the implementation of ETC for all, "customers with system problems pay the bill" has occurred from time to time, and only talking about optimization and improvement is not enough to restore consumer confidence.
Current affairs commentator? Han Zhipeng: "So what needs to be improved is not only the fast error resolution acceptance channels, but also these mechanisms, such as accountability, punishment and supervision."
This article comes from car home, the author of the car manufacturer, and does not represent car home's position.