Digital platform publishing ranked first among the categories with the highest monthly complaint increase rate in August.
The increasing trend continues in September; In the 37th week of the year, 1,005 complaints were received in the category. The number increased by 20 percent compared to the previous week.
USER PROBLEMS ARE INCREASING
While digital broadcasting platforms have become one of the indispensable subscriptions of daily life, the problems experienced by users are also increasing.
The data points to a significant increase in complaints in the digital platform publishing category, especially in August.
Following the sharp rise in August, the increase in complaints continued in September.
When the applications are examined, it is seen that the complaints focus on the collections that are claimed to continue after membership and subscription cancellation, charges that start after free trial or campaign periods, freezing and interruption problems in live broadcasts, the purchased package not being assigned to the account, incorrect or repeated charges, and inability to reach customer service.
One of the most frequently mentioned problems by consumers is the claim that their credit or debit card continues to be charged after membership cancellation.
Some users state that although they thought they canceled their membership, they were charged again the next month, while others stated that they encountered regular collections on their card transactions even though no active subscription appeared on their accounts.
Also prominent in the applications are the inability to access the cancellation option, the continuation of automatic renewal even though the membership is terminated, and the difficulties in refunding the collected fee.
Another noteworthy topic is free trials and promotional memberships. Consumers claim that they switched to paid membership after the free usage period ended, but that they were not sufficiently informed during this process.
"COLLECTION PROBLEM DUE TO AUTOMATIC RENEWAL"
In the complaints, some users stated that they noticed from their bank transactions that their cards were charged after the campaign or trial period; Some state that they are faced with collections due to automatic renewal even though they do not use the service.
Especially in complaints about live sports broadcasts, freezing, interruptions, poor image quality and inability to access the broadcast draw attention.
Some users state that they cannot watch live broadcasts without any problems despite purchasing a seasonal or annual package, and that they have difficulty canceling their membership or getting a refund after experiencing technical problems.
In another group of problems, consumers report that the package they purchased has not been assigned to their accounts even though the payment process has been completed.
Activating the wrong package, making multiple payments for the same service, and not being able to finalize package change or cancellation requests are among the problems mentioned. One of the topics that users have in common is access to support channels after a problem occurs.
Consumers state that they cannot reach the customer representative or get results from digital support channels, especially in cases such as cancellation, refund, technical malfunction and incorrect package description.
"379 TL WAS WITHDRAWLED FROM MY CARD AND I SAW THAT MY MEMBERSHIP WAS EXTENDED FOR ONE MORE MONTH"
Some complaints regarding the issue are listed as follows:
"I canceled my membership online and received a cancellation confirmation. However, a few days later, 379 TL was deducted from my card again and I saw that my membership was extended for another month. I had to pay for a service that I could not use and did not want to continue. I could not reach customer service either. I request that the canceled membership not be renewed and the withdrawn fee be refunded."
"I created a free membership with a promotional code and then canceled my membership. Despite this, a membership fee of 388 TL was debited from my card without my knowledge. Moreover, I cannot log in to my account and I cannot receive a password renewal e-mail. I request an explanation of the approval by which the membership was converted into a paid one, the refund of the collected amount, and cancellation of automatic renewal."
"I purchased a seasonal package, but I constantly experience delays, freezing and low image quality in match broadcasts. Although my internet connection is strong, I cannot get any efficiency from the service. When I want to cancel my membership, I am greeted with a warning that annual packages cannot be canceled. I request that my package be canceled and the fee I paid be refunded."
"I have been trying to reach customer services via the web and phone for two days, but I cannot get support. The system makes it difficult to connect to the customer representative; in cases where I reach them, the call is terminated and I cannot reconnect it afterwards. Since I cannot convey my problems, the solution process cannot start. I request that access to customer services be facilitated and that my problem be resolved by getting a call back to me."
