Sharp Rise in Consumer Complaints Over Performance Admission Refund Delays
Consultations Related to "Various Performance Admissions" Up 153.7% Year-on-Year
#Person A purchased a performance ticket worth 400,000 won in September last year and requested a refund online in March this year, but was informed that cancellations could only be made by phone. Despite making multiple attempts to call, they were unable to get through. The phone queue had at least 12 teams waiting, sometimes exceeding 30 teams, and after a certain period, the queue would reset, requiring them to wait again from the beginning. In effect, it was virtually impossible to connect by phone.
Recently, there has been a sharp increase in consumer complaints related to delays in refunds for various performance admissions.
According to the Korea Consumer Agency on May 26, analysis using a big data system of consumer consultations received by the 1372 Consumer Counseling Center showed that there were 53,788 consultations last month, up 6.3% from the previous month and 28.4% from the same month last year.
In particular, consultations related to refund delays for "various performance admissions" reached 126 cases, a 153.7% increase compared to the same month last year. Many of these cases involved consumers being told that refunds could only be processed by phone, but experiencing significant delays in connecting by phone.
In addition, "internet game services" recorded 152 cases, up 144.8% year-on-year, and "credit cards" had 390 cases, a 130% increase. For internet game services, many consumers reported that their accounts were suspended and they filed objections, but were not informed of the specific reasons. For credit cards, most consultations were related to smishing scams where cards that had not been requested were being delivered.
Compared to the previous month, the largest increases were seen in "T-shirts" (141 cases, up 88.1%), "air conditioners" (92 cases, up 69.7%), and "various performance admissions" (81 cases, up 63.8%). For T-shirts, most complaints were about quality issues such as defective stitching or color transfer. For air conditioners, most complaints involved installations not being completed on the promised date or excessive installation fees being charged.
The most common items for consumer consultations last month were "fitness centers" (1,239 cases), "clothing and textiles" (1,059 cases), and "various health supplements" (1,021 cases). For fitness centers, most complaints were about excessive penalty fees for mid-term cancellations. For clothing and textiles, many complaints involved delivery delays or refusal to issue refunds. For various health supplements, many consumers reported that they agreed to receive only samples after a phone solicitation, but were sent the full product, and when they tried to return it, the business refused the return citing the box had been opened.
Meanwhile, if consumer damage occurs, consumers can apply for counseling by preparing transaction records, supporting documents, etc., and contacting the 1372 Consumer Counseling Center (dial 1372, toll-free) or Consumer24.
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