The pictures in this article are provided by the respondents.
On October 27th, Mr. Tang from Youxian District, Mianyang City, Sichuan Province broke the news to The Paper, saying that he had made nine trips to different mobile business halls in order to help his late father-in-law handle the mobile phone shutdown business in the mobile business hall, and it finally took nearly a month to successfully handle it.
In response to the situation reflected by Mr. Tang, on the afternoon of 27th, the customer service staff of China Mobile’s Mianyang 10086 hotline replied to The Paper, saying that if there were any irregularities in handling the shutdown business, they would first apologize on behalf of the local mobile business hall, and would also feed back the relevant information to relevant departments.
Local China Mobile Customer Services
Mr. Tang told The Paper that his father-in-law died of cirrhosis on September 23 this year. In order to prevent his father-in-law’s mobile phone from incurring further expenses and to untie the family package bound by his family as soon as possible, he went to the mobile business hall near home to handle related business on September 25.
By consulting the local mobile business hall, Mr. Tang learned that the package business handled by his father-in-law had to pay about 170 yuan every month, and he was given 1200 minutes of talk time every month, which was bound for 2 years.
"If you want to handle the downtime, you must first untie it, and you must pay the liquidated damages near 480 yuan." Mr. Tang questioned whether it is reasonable to pay a certain penalty to handle the shutdown business because the person has passed away and this number cannot be directly cancelled.
Mr. Tang said that after expressing his confusion to the business hall consulted at that time, the other party told him that the two-year package could not be cancelled, and he had to go to the mobile business hall to handle it.
When Mr. Tang went to the mobile business hall near his home for the second time, he was told by the other party that he would not accept it and needed to go to China Mobile Business Hall in Shenjiaba.
When Mr. Tang went to China Mobile Business Hall in Shenjiaba, Youxian District, Mianyang for the third time, the other party told him that he needed to bring his father-in-law’s death certificate and other relevant documents before he could cancel the registration. When Mr. Tang went home for the fourth time, he was told by the other party that he needed to take the TV set-top box, wireless network optical cat and other materials bound to his father-in-law’s phone number to the business hall.
Mr. Tang recalled that in the mobile business hall of Shenjiaba, he was repeatedly rejected for reasons such as "not carrying enough materials" and "rushing to handle it and being told that it was 18: 30 after work". "They didn’t tell me what I needed to take at one time. They ran to tell me once, just like squeezing toothpaste, so they tossed it back and forth for seven times and finally failed."
On October 23rd, when Mr. Tang came to Shenjiaba Mobile Business Hall for the ninth time, he finally paid 50 yuan’s unbinding fee and deducted the phone bill for one month, and the shutdown business was successfully handled.
Mr. Tang said that during the nine trips to the business hall, he complained to the 10086 hotline, but did not get effective feedback.
A live recording provided by Mr. Tang showed that Mr. Tang had reported to the salesman in the mobile business hall that he had made seven trips to untie the business, and the staff replied in person, "Did I ask you to run seven trips?" I just got the list today. "
On the 27th, The Paper called the relevant person in charge of the Shenjiaba business hall of China Mobile by text message and telephone for many times. The other party said that it was "inconvenient to disclose" and refused to interview.
On the afternoon of 27th, China Mobile’s 10086 customer service staff told The Paper that they needed to bring the death certificate issued by the police station and the ID card of the handler, and go to China Mobile’s self-run business hall to negotiate and handle related business. The non-self-run business hall was not qualified to handle this business.
The aforementioned customer service staff of China Mobile 10086 also said that it is not troublesome to handle this business. "Just bring your mobile phone, but the business in each region is different.". As for the business opened on the mobile phone account of the deceased owner, he said, "You can negotiate with our staff. This is human feelings and should be handled."