Zhihu members complained about the phenomenon of arbitrary deduction of fees. On the eve of 3 15, many netizens complained that there was a "black hole" for Zhihu Salt Election members to arbitrarily deduct fees. On the black cat complaint platform, there are 1200 complaints about Zhihu members, and complaints about Zhihu members' arbitrary deduction of fees continue.
Complaints about Zhihu members' arbitrary deduction of fees continue 1 Recently, many netizens complained that the salt election members of Zhihu App had arbitrary deduction and automatic renewal of fees. Through the complaint platform, a large number of complaints about such problems were found. According to media statistics, there have been hundreds of cases since the beginning of 2022, and the monthly fees of overcharged members range from several months to dozens of months.
Some netizens said that the members of Zhihu Salt Election automatically renewed their meetings without informing me and without my permission, and detained them continuously for 14 months. They didn't do their duty to notify the deduction, which led to the fact that they only know about it now. The latest deduction date is March 2022 14.
Some netizens said that even though he had turned off the automatic renewal, Zhihu still deducted money from Yu 'ebao without warning, and I didn't know until my Yu 'ebao didn't deduct money from my bank card and the bank card sent a text message. "
It is reported that some media have exposed the problem of Zhihu's arbitrary deduction of fees before, but Zhihu denied the existence of arbitrary deduction of fees.
Zhihu said: "There is a strict subscription process for users to subscribe to paid services in Zhihu, and users are provided with the options of continuous subscription and discontinuous subscription. There is a standard notification process for users to pay, and there is no case where users deduct fees in advance without knowing it. "
Recently, however, it has been found that this problem still exists, and many users are complaining about Zhihu. The content of the complaint is basically the same as before, such as opening a member without the user's knowledge, and deducting money after the user closes the automatic renewal. There are even cases where users ask Zhihu customer service for a refund, but the customer service ignores anyone.
According to media reports, App charges were very common in the past. During 20 19 and 3 15, CCTV made a special report on this matter. After the continuous exposure of the Consumers Association and the media, the Ministry of Industry and Information Technology and other relevant departments issued laws and regulations, and the situation has greatly improved. Up to now, a number of mobile phone apps have been rectified to cancel the default check of automatic renewal, and a reminder function has been set. It can be said that the phenomenon of App charging fees has been significantly improved.
But there are still such complaints in Zhihu, and so many users have been detained for months or even years. Some media commented: Obviously, Zhihu has been "unmoved" by this.
Some lawyers suggested that consumers should complain and report to the market supervision and management department for arbitrary deduction and automatic renewal of fees in Zhihu, and protect their rights according to law.
There are constant complaints about Zhihu members' arbitrary deduction of fees. According to media reports, the phenomenon of Zhihu App salt election members' arbitrary deduction of fees has not been alleviated, and complaints continue.
Caijing Tianxia Weekly found that there were 1200 complaints about Zhihu members on the black cat complaint platform, most of which were about Zhihu members' arbitrary deduction and automatic renewal, and the monthly fees of overcharged members ranged from several months to dozens of months. Within half a month after 3 15 consumer rights protection, there were still many related complaints.
It is worth noting that on the eve of 3 15, many netizens complained about the existence of "black holes" in Zhihu Salt Election members. In response, Zhihu responded: "There is a standard notification process for users to pay, and there is no case of deduction without the user's knowledge."
When you open the Zhihu App, you will find that the three activities of "continuous monthly subscription, continuous annual subscription and continuous quarterly subscription" are automatically renewed. After swiping to the left, you can only see the season card, annual card and monthly card.
There are constant complaints about the phenomenon that Zhihu members arbitrarily deduct fees. As the saying goes, "If there is a question, there is an answer", but there seems to be no answer when fees are frequently deducted maliciously on Zhihu.
Recently, many netizens said on the complaint platform that their Zhihu account was inexplicably deducted; The membership fee has been paid, but the membership function cannot be opened, indicating that the membership has expired.
Although Zhihu previously said that there was a standard notification process for payment, and there was no case of withholding fees without users' knowledge, many netizens still said that there was no SMS notification.
In fact, Zhihu has been inexplicably deducting fees. Most of the complaints about Zhihu on the complaint platform are inexplicably deducted fees, even being named by CCTV for compulsory consumption.
Repeated and inexplicable deduction
Recently, some netizens said on the black cat complaint platform that Zhihu members automatically deduct fees, and the automatic deduction cannot be cancelled in the software. Without my gratitude, I was deducted by Alipay for 7 times, with a monthly deduction of 19 yuan and a cumulative deduction of 133 yuan. At the same time, the user said that it was only after reading the Alipay bill that it was discovered, but the software interface did not have the prompt and interface to cancel the automatic deduction. The software interface also shows the preferential policies for opening members, but it does not prompt users whether they are not members and how to cancel them.
In addition, the user also said that based on this problem, he gave feedback to the customer service in Zhihu, but after prompting the exclusive customer service, there was still no customer service reply to the user nearly an hour later.
In fact, the problem encountered by this user is not unique. Nearly 90% of the complaints about Zhihu on the black cat complaint platform are inexplicable charges. Open the homepage of black cat complaining about Zhihu, and have a casual look. Almost all of them are inexplicably charged.
Not long ago, the New Express also reported the related events of Zhihu's inexplicable fee deduction. At that time, Zhihu responded to this newspaper's statement that "the product page (Help Center) provides unsubscribe guidance, requiring users to unsubscribe through third-party payment channels (Alipay, WeChat, Apple, etc.). ) ",and insisted that" we will remind you by private letter five days before renewing the membership business ".
However, for many users, this is not the case. Some users said that Zhihu deducted the membership fee from Alipay without automatic renewal or advance notice.
In this regard, according to the New Express, Fu Ailing, a lawyer of Guangdong Guo Jing Law Firm, said that Article 18 of the Measures for the Supervision and Administration of Online Transactions "attracted consumers' attention in a significant way". If the platform only sets the reminder mode in the App, for users who have not downloaded the App, it is obviously not fulfilling the legal obligation of "drawing consumers' attention in a significant way". Zhihu, for example, said that they had fulfilled their obligation to inform. "This should be proved by Zhihu, not consumers."
"Only refund, no refund" was named by CCTV.
In fact, consumer complaints in Zhihu do not stop there. As early as last year, when 10, CCTV reported that a user in Zhihu recharged 100 yuan on the Zhihu platform in order to let the Zhihu platform answer questions, but the questions were not answered.
After that, the user contacted Zhihu customer service and said that a refund was needed, but the customer said that the refund was issued in the form of virtual "Zhihu currency". It is worth mentioning that "Zhihu currency" can't be withdrawn, which means that "Zhihu currency" can't be refunded after being purchased in Zhihu.
At that time, Li Yuan, a lawyer of Beijing Shi Jing Law Firm, said that the so-called "money" of these online platforms is actually an integral part of a platform, which cannot be used for realizing or circulating, and cannot be equated with money. These "coins" can only be used in the platform, and some even have restrictions when purchasing goods in the same platform. However, when consumers choose to apply for a refund, they use excuses such as agreeing to refund "money" instead of a refund.
In addition, lawyers also said that online platform recharge only allows consumers to temporarily store money on the platform, and consumers should enjoy the freedom of refund. The platform "return without refund" is suspected of compulsory consumption.
Subsequently, CCTV also reported on this matter. After CCTV reported, Zhihu responded that "before CCTV reported, Xiaoguan private users indicated that they would arrange a refund."
However, Hydrogen Finance found that after a long time, there was still an incident of "only refunding money, not refunding money" in Zhihu. On February 25th, 65438, a consumer said on the black cat complaint platform, "I spent 698 yuan to buy Zhihu dollars and courses, but asked to download other people's apps and used the TestFlight test. An error occurred while logging in for registration. Customer service said it was another mobile phone number, but I changed my mobile phone number for a long time.
I can't change my mobile phone number. At first I tried to go to class, but Zhihu couldn't solve it. So I asked for a refund and was returned to Zhihu dollars. The customer service asked Apple for a refund, but I delayed and didn't give a cash refund. "
This situation will exist even after 2022.
Low user payment rate
Even though there are many inexplicable deductions, the user payment rate in Zhihu is always low. It is understood that the user payment rates in Zhihu in 20 19 and 2020 are 1.2% and 3.4% respectively, although the monthly average paying members in Zhihu increased by 12 1. 1% in the second quarter of last year, reaching 4.7 million yuan. It only increased by 1.6%, and the main reason was the decrease in per capita payment. The data shows that from 2065,438+09 to 20265,438+0, the per capita payment in Zhihu was 65,438+02.77 yuan, 65,438+065,438+0.2 yuan, 65,438+00.99 yuan respectively.
In other words, consumers' willingness to spend in Zhihu is getting lower and lower, which is closely related to the commercialization of Zhihu. Previously, Zhihu became an "elite platform" with many elites and excellent answers. However, in the process of commercialization of Zhihu, many elites left Zhihu one after another, and the quality of Zhihu's questions and answers gradually ran counter to the level of users. Now it seems that "elite platform" has become a kind of teasing language.
Ai Media Consulting analysts believe that in recent years, the knowledge payment industry has developed rapidly, and the relevant regulatory measures of government departments are still out of sync. Its barbaric growth has caused many problems, especially the homogenization of content and the lack of authenticity in publicity, which has failed to attract users for a long time, reduced users' goodwill towards the knowledge payment platform, and finally led to a low repurchase rate of knowledge payment products and services.
In addition, according to the previous data of iiMedia Research, 5 1.9% users think that there are too many advertisements and invalid information pushed on the knowledge payment platform, and 49.5% users think that the platform is not professional and practical.
This may also be the reason for the low user payment rate in Zhihu.