"Moved but Internet Fees Charged for 6 Years" 6,800 Reports of 'Telecommunication Disputes' Filed

Controversial Bundled Service Cancellations... Frequent Cases of Leaking Charges
KCC Telecom Dispute Mediation Receives Over 6,800 Reports
Internet Fees Recommended to Be Canceled In-Person When Ending Bundled Services
Online Face-to-Face Dispute Mediation Window to Be Established for Non-Face-to-Face Resolution

[Asia Economy Reporter Koo Chae-eun] The Korea Communications Commission (KCC), the regulatory body in charge, has taken measures as users suffer damages due to the cumbersome cancellation procedures of bundled telecommunication service packages that combine phone, internet, and broadcasting services.

On the 16th, the KCC announced that a total of 6,689 complaints were reported through the 'Telecommunication Dispute Mediation System.' The majority of complaints were related to compensation for inconvenience (2,388 cases), contract conclusion and cancellation issues (1,398 cases), and violations of terms of use (596 cases).

For example, there was a reported case where internet fees continued to be deducted by the previous telecom provider for six years even after the consumer moved and switched providers. The consumer discovered this late and requested a refund for the paid fees, but the telecom company refused. A KCC official explained, "When canceling a bundled service and porting the number, the phone service is automatically canceled, but the internet service requires a separate cancellation request by the user. This case occurred because the user was unaware of this." The official added, "Through KCC's dispute mediation, the consumer received 50% of the requested refund."

According to the KCC, when canceling a bundled telecom package that includes phone and internet, one should not assume that cancellation via phone alone is sufficient. Users must visit a sales office to request internet cancellation, and even when canceling by phone, they should be guided to the dedicated cancellation department. To cancel without penalty fees, required documents must also be submitted.

The KCC advised that in disputes related to bundled service cancellations, comprehensive consideration is given to ① cancellation application records, ② periods of internet non-use, and ③ whether prior notice was given before contract expiration. Therefore, users should clearly express their intention to cancel by visiting a sales office. The KCC also forecasted that the number of telecommunication dispute consultations and case applications will reach about 12,000 this year. As the complexity and expertise required for telecommunication disputes increase, the KCC plans to secure specialized personnel and cooperate with the Ministry of the Interior and Safety to enhance user convenience.

Meanwhile, there were 155 cases requiring mediation due to conflicts between consumers and telecom companies. The KCC reported that 102 of these cases have been resolved. The Telecommunication Dispute Mediation Committee, composed of experts in various fields, supports rapid dispute resolution (within 60 days, with a possible one-time 30-day extension). Choi Sung-ho, Director of the KCC's User Policy Bureau, stated, "This year, we plan to strengthen user rights protection by establishing an online face-to-face mediation system."