Parents said that 9 -year -old baby played games for more than 20,000 in two days, Apple customer service response: not meet the refund conditions

Recently, Mr. Lin, Shenyang, Liaoning, reported that his 9 -year -old son recharged 46 mobile games "Sausa Party" under the heart of the heart network on August 27 and 28, with a total amount of 20113, and he requested a refund.

In this regard, the staff of Xinyou Network Co., Ltd. said that the recharge behavior in the Apple iOS system needs to contact Apple's customer service to negotiate a refund. However, Apple customer service said that Mr. Lin's application did not meet the refund conditions.

The reporter contacted Apple's public relations department through emails and has not yet received a response.

Consumer complaint

Mr. Lin said that because his son needed a parent's mobile phone to go online at home, he did not strictly restrict the child's mobile phone. After downloading "Sausage Party", his son used his wife's WeChat authorization to complete the login. Since then, 46 are recharged within two days of August 27 and August 28, and most of them are consumption of 648 yuan.

Mr. Lin said that the child did not know the payment password of the parent's WeChat and the bank card, but in order to facilitate the child to download the online lesson software, he told the child's mobile phone Apple account password.

Mr. Lin asked his son to make an in -game recharge operation demonstration, and found that the input Apple account password was completed to complete the recharge.

Recharge record. Interviewee provided by the picture of this article

On August 29, Mr. Lin contacted the "Sausa Party" Operation Company Heart Cyber ​​Network Co., Ltd. to apply for a refund. According to the other staff member, the recharge behavior in the Apple iOS system is a transaction that occurs between users and Apple. Users need to contact Apple's customer service to negotiate a refund. Since then, Mr. Lin contacted Apple customer service and was informed that he did not meet the refund conditions.

Company response

The reporter applied for a refund on the online consultation platform of the Heartbeat Network, and the machine customer service replied that there was a fixed refund process for the problem of misunderstanding of minors: for the wrong recharge refund application from the "Sausage Party" from the Android equipment in the Android equipment , Users need to submit valid documents that can prove the relationship between parents and minors, including parents' face -to -face cards, household registration children's pages, parent -child relationship certificates. Refund link. And if it is a refund problem arising from the iOS system, the company cannot accept it, and users need to contact Apple customer service to negotiate a refund.

Game company customer service reply.

Subsequently, the Apple customer service told reporters that it was impossible to pass the 46 refund applications, and the recharge model would eventually flow to the heart network. The customer service said that after binding consumer channels, the user's consumption behavior only needs to enter the Apple account password or through the face recognition or fingerprint recognition to complete the consumption, and there is no need to enter the payment password again.

The reporter contacted Apple's public relations department through email to ask if he would verify the age or identity of consumer age or identity for a large amount of recharge in a short period of time. As of press time, the Apple PR will not reply.

Nine -year -old children play games in the middle of the night to recharge nearly 9,000 game companies and Apple Company refused to refund

Coincidentally, recently, according to media reports, a woman in Hangzhou, Zhejiang complained that their children recharged 21 pens when they played games, totaling more than 8,900 yuan. Subsequently, the woman applied for a refund to the relevant company and was rejected.

It is understood that from the evening of July 10th to the early morning of the next day, the woman's 9 -year -old child played the "Tank Decisive Battle" game at home with a tablet. During the game, he recharged it, and the recharge amount reached more than 8,900 yuan. When the woman read the Alipay bill, she found out that her child had made multiple game recharge, and then contacted Apple and the game operator to interact with each other (Beijing) Technology Co., Ltd., but they were rejected the refund application.

It is reported that mutual love interaction states that according to the evidence provided by the woman, it is temporarily unable to determine the recharge of the game account for minor consumption, and it is recommended to communicate with Apple officials. Since then, the woman has contacted the refund review department of Apple, saying that she has received a refund application provided by the woman to the Consumer Association, but the current order test fails to pass and cannot be refunded.

It is worth mentioning that the woman stated that on July 8th, her child changed the iCloud password without password fingerprints and faces, and could not receive the password to change the relevant information on the mobile phone. In this regard, many netizens said that it is really difficult to distinguish whether it is caused by a child's operation. At the same time, parents themselves have poor supervision.

Laws and regulations

In November 2019, the National Press and Publication Agency issued the "Notice on Preventing Minors to Influence Online Games". The "Notice" requires that online game companies should restrict the use of paid services that are not consistent with their civil behavior capabilities. Users who do not allow game payment services; users who are under the age of 8 or over 16 years of age shall not exceed 50 yuan, and the monthly recharge amount shall not exceed 200 yuan; users over 16 years of age shall be under the age The single recharge amount shall not exceed 100 yuan, and the monthly recharge amount shall not exceed 400 yuan.

On May 15, 2020, the Supreme People's Court issued a notice on "Guidance on Civil Cases of Civil Cases involved in new crown pneumonia in accordance with the law (two)", which stipulates that the people's ability to restrict civilian behaviors will participate in online payment games without their consent of their guardians.Or the webcast platform "reward" and other methods of expenditures that are not adapted to their age and intelligence, and the guardian requests the network service provider to return the money, the people's court shall support it.Source: Surging News

Edit: Liu Yuhong

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