Is it easy to upgrade tariffs but difficult to downgrade? China Mobile responded: Customer service does not have the right to downgrade and needs a dedicated person to handle it.

According to news on July 8, today the Weibo topic "China Mobile is accused of making tariff upgrades easy but difficult to downgrade" was on the hot search list. As of press time, the related hot search ranked 11th on the list, with 7.646 million views.

Relevant staff of China Mobile stated that starting from May 1, 2024, 10086 customer service does not have the authority to handle tariff downgrades for users, and users cannot handle it on the China Mobile App and can only handle it through a callback from a specialist.

Relevant staff said: "Our customer service desk seats are limited, so they will be divided according to the needs of users. The customer service person who answers the phone for the first time 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.

According to Mr. Liu, the elderly at home initially used China Mobile’s 79 yuan package. In May this year, Mr. Liu called China Mobile 10086 through the elderly’s mobile phone. After contacting the manual customer service, he expressed that he wanted to downgrade the package and switch to Call-only package. "At that time, the customer service said that she couldn't handle it, and a downgrade specialist would call back within 4 hours to handle it." Mr. Liu said that after that, the customer service specialist of China Mobile called the elderly and recommended a more favorable package and provided guidance. The old man sent a text message to apply, and the old man was told by phone that he only needed to reply with the number "1" to handle it directly. Due to the limited ability of the elderly to distinguish, he thought that he was dealing with a more favorable package. In just one afternoon, the elderly's rate was upgraded to a monthly package of 99 yuan.

On June 23, after learning about the situation, Mr. Liu called 10086 again to apply for a tariff downgrade for the elderly. He was also told that he needed to register with the customer service of 10086 first, and then the downgrade specialist would call back before the application could be successful. "This downshift specialist can only answer calls, not call back. If you can't answer, you can't be contacted."

Mr. Liu called 10086 many times to urge, and finally a 10086 customer service sent a confirmation text message and replied The number "1" finally successfully processed the downshift.

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