"Mobile Service Cancellation Difficulties"... 352 Complaints Filed Over Four Years

No Immediate Online Cancellation Available
Kim Jangkyum: "A Matter Directly Linked to Consumer Rights"

There have been ongoing complaints that the process for terminating mobile telecommunications services remains complicated, causing repeated inconvenience for users.

According to data submitted by Assemblyman Kim Jangkyum of the People Power Party, a member of the National Assembly's Science, ICT, Broadcasting, and Communications Committee, and obtained from the Korea Consumer Agency, a total of 352 complaints regarding the cancellation procedures of the three major mobile carriers and MVNOs were filed from 2022 through September of this year.

By year, there were 118 complaints in 2022, 76 in 2023, and 68 last year, while as of the end of September this year, 90 complaints had already been received. Notably, for all three major mobile carriers, the number of complaints filed by September this year has already surpassed the total for last year.

According to the cancellation procedures identified by the Korea Communications Commission, none of the mobile telecommunications operators provide an 'immediate cancellation' function through their website or mobile app.

Currently, for offline cancellations, customers must visit a retail store in person, verify their identity, receive cancellation guidance, and fill out an application form. For online or phone cancellations, customers must first contact customer service, then verify their identity and go through various guidance steps before the cancellation can be processed.

The same applies to MVNOs. In fact, some companies do not even allow cancellation requests through certain channels (online, offline, or by phone).

One MVNO user attempted to cancel their service after signing up through the website, but even after submitting the application form by fax, the cancellation was not completed, resulting in six months of charges being withdrawn. The user only discovered this later and requested cancellation again, but processing delays continued.

The mobile carriers argue that these measures are unavoidable and are in place to fulfill legal obligations and protect consumers. Under the Telecommunications Business Act, operators must inform customers about issues such as possible penalties and the expiration of benefits when canceling a contract. Therefore, they claim that a consultation process is necessary to prevent losses due to mistakes or third-party cancellations.

Mobile phone store related to the abolition of the Mobile Phone Special Price Protection Act. Photo by Jo Yongjun jun21@

MVNO operators also state that, due to structural limitations resulting from their indirect use of the major carriers' network systems, it is difficult for them to establish their own immediate cancellation systems.

The Office for Government Policy Coordination announced plans to present improvement measures by the second half of this year. However, aside from plans to proceed after consultations with mobile carriers and relevant ministries, no specific timeline has been set.

Assemblyman Kim emphasized, "Although the mobile phone cancellation process is directly linked to consumer rights, complaints about inconvenience continue to arise every year. We must create an environment where anyone can easily cancel their service, not only for the three major mobile carriers but also for MVNO operators."