China Mobile was accused of making it easy to upgrade and difficult to downgrade its tariffs. Instead, it was promoted a 99 yuan package when its tariffs were lowered: Official response

News on July 8, according to domestic media reports, recently, some users complained that China Mobile maliciously blocked downshifting, which aroused the attention of netizens. User Mr. Liu reported that in order to reduce the tariff for the elderly, he traveled back and forth to his hometown twice, which took 2 months. In the meantime, he also experienced a "no reduction but an increase" when he was sold a 99 yuan package. As a result, he questioned China Mobile Deliberately preventing user tariffs from being downgraded. Many users on social platforms reported that it was difficult for China Mobile to downgrade. Some users said that they had missed the call from the downshift specialist and had been unable to downgrade for nearly a month after registering back and forth. In addition, Mr. Liu also pointed out that if you want to apply for a higher-priced package, you can do it on the mobile app, or call 10086 to handle it directly. However, when you apply for a tariff downgrade, you cannot do it on the app, and the phone call is still blocked at all levels. Seriously delaying the processing time and cost of consumers. In this regard, relevant staff of China Mobile stated that the current downgrade does require registration by 10086 customer service, and then a callback by a specialist. “Our customer service desk seats are limited, so they will be divided according to the needs of users. The customer service staff on the phone may not have the authority to change the package, so it must be transferred to the relevant specialist for processing." She said that if this causes trouble to users, she will report it to the company to improve service efficiency. Update: The latest response from China Mobile customer service stated that the backend specialist will call back through the number 10086 within 2 days and send a text message to apply for the new package. Customers need to reply 1 to confirm, and the new package will take effect on the next monthly settlement date.

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