Recently, Ms. Zhao from Baoding, Hebei, reported to the surging news that from April 19 to 24, her 11-year-old eldest son played three games such as "escape youth" on his relatives' mobile phones and recharged 66 times in four days, totaling 14684 yuan. On the 24th, after finding the deduction records in Alipay, her relatives immediately contacted apple and the game player to apply for a refund, but the two sides failed to reach an agreement.
After the matter was reported by surging news, on May 27, Ms. Zhao told surging news that Apple The company has informed her by telephone that a total of more than 14000 yuan will be returned by the same route in batches within 30 days, "now a part has been returned". An apple employee told surging news that the refund application submitted by Ms. Zhao has been reviewed and approved.
Consumer complaints:
According to the previous report of the surging news, Ms. Zhao said that in mid April, her 11-year-old son played three games, namely "escape youth", "sausage party" and "ball and ball battle", on her aunt's iPhone during his online class at home. On April 24, she received a response from her child's aunt, saying that she had received a number of deduction notices for game recharge, totaling 14684 yuan.
According to the bill provided by Ms. Zhao to surging news, during the four days from April 19 to 24, the mobile phone account was recharged 66 times, with a maximum amount of 648 yuan and a total of 14684 yuan. The recharges were concentrated at about 9 a.m. and around 8 p.m., and there were multiple payments in a short time.
On April 24, Ms. Zhao applied to Apple customer service for a refund and submitted a refund report. However, she said that Apple refused to refund the money on the grounds that the money had flowed to the game company.
After that, Ms. Zhao called the game developer company to apply for a refund. She said that the game company believed that the real name authentication information of her recharge account was an adult, not a minor. She needs to prepare relevant materials to prove that the account number is related to minors. Ms. Zhao does not agree with this.
Processing results:
On May 20, after surging News reported on the matter, an apple staff member said that Ms. Zhao's appeal had been handled by the customer relations department, which normally completed within 10 days.
The aforementioned customer service staff of Apple said that if the audit passed, Apple would refund in full, and users no longer need to communicate with the game company.
On May 27, Ms. Zhao told surging news that Apple had informed her by telephone that a total of more than 14000 yuan would be returned by the same route in batches within 30 days. "Now some of them have been returned.".
On May 27, an apple staff member told surging news that all the refund applications submitted by Ms. Zhao have been reviewed and approved, and will be paid in batches within 30 working days.
Relevant regulations
In november2019, the State Press and Publication Administration issued the notice on preventing minors from indulging in online games, which requires that online game enterprises should restrict minors from using paid services that are inconsistent with their civil capacity, and users under the age of 8 should not engage in game services; For users over the age of 8 but under the age of 16, the single recharge amount shall not exceed 50 yuan, and the cumulative monthly recharge amount shall not exceed 200 yuan; For users over the age of 16 but under the age of 18, the single recharge amount shall not exceed 100 yuan, and the cumulative monthly recharge amount shall not exceed 400 yuan.
On May 19, 2020, the Supreme People's Court issued the notice on Several Issues concerning the proper trial of civil cases involving the COVID-19 (II) according to law, which stipulates that persons with civil capacity are limited to participate in online paid games or "rewards" on online direct broadcast platforms without the consent of their guardians, and pay money incompatible with their age and intelligence. If the guardians request the Internet service providers to return the money, The people's court shall support it.