For learning card balance withdrawal related issues ,10 month 22 Japan , The person in charge of New Oriental online responded to the reporter from Nandu that , Zhao's feedback is about the refund after purchasing the study card , Not all new Oriental online learning accounts , The balance in New Oriental online learning account can be withdrawn from beginning to end . According to introducing , For those who buy learning cards , New Oriental's refund process has been optimized , Contact customer service can be normal withdrawal .
event ： College students sue New Oriental App balance No withdrawal
According to the “ Songjiang, Shanghai ” WeChat official account , Zhao is a graduate student majoring in law in East China University of political science and law ,2016 year , Zhao bought the postgraduate entrance examination course of New Oriental online , After consulting customer service, we found that there was no refund . Through communication , Customer service said they could get a refund , And will refund the money to its “ Study card ” in . After Zhao agreed , We found that we couldn't withdraw cash .
Regarding this , Customer service said ,“ Can't withdraw , But you can buy other courses in our mall , No expiration date .” Zhao looked through the post and found , It's not just that she has this problem , Most people end up turning out at a discount .” Zhao said .
After graduate students majored in law , Zhao found out , original “ Once the online courses are sold, there is no refund ”“App The account balance cannot be withdrawn ” The terms are unreasonable . Songjiang District Judicial Bureau 、 Jointly organized by the district procuratorate and other departments “ Town Cup ” The commonweal star creative litigation competition has become an opportunity . Zhao hoped that through the form of public interest litigation competition , Tell more consumers who have similar experiences , How to defend your rights .
After data investigation , Zhao and his friends found out , This is a general problem . Zhao said ,“ At first, New Oriental customer service to ‘ There is no refund for online courses sold ’ Clause rejected , This clause is an unreasonable standard clause , The Education Department of each province has issued the administrative measures on the refund of educational institutions , But when I was about to sue , It is found that the format clause has been deleted by the merchant .”
After repeated deduction , With the help of a counselor , Small teams focus the conflict on ：App The account balance cannot be withdrawn . The official agreed to refund , But put the refund in the agency's “ Study card ” in , It can only be used to purchase other courses and cannot be withdrawn . This kind of behavior of restricting consumption excludes a part of the right of independent choice , It damages the legitimate rights and interests of consumers .
from 2019 year 12 Month begins , This little team started a long road of litigation . Zhao said ,3 Months time , experience 9 It's time to file a case ,6 Judges , Multiple modifications .“ And then because of the outbreak , We finally filed the case through wechat of the local court .” After a lot of rework , Finally in the 4 At the end of the month, the case was formally filed in Haidian District Court of Beijing .
After filing a case , New Oriental contacted Zhao , The two sides discussed the issue , Finally, a settlement was reached ： You can withdraw . After team discussion , Zhao asked the government to make a settlement , Add a note ： Party B will be responsible for “ New Oriental Online ”App It's about “ Learning card account ” The balance withdrawal function is online and optimized , It is expected to be completed in two years . When the online cash withdrawal function has not yet been realized , Allow the balance of learning card account to be withdrawn offline .
New Oriental ： Learning card related refund process has been optimized
10 month 22 Japan , Nandu reporter learned from New Oriental online that , at present , New Oriental “ Learning card account ” The balance can be withdrawn normally , New Oriental's refund process has also been optimized .
“ Zhao's feedback is about the refund after purchasing the study card , Not all new Oriental online learning accounts . The balance in New Oriental online learning account can be withdrawn from beginning to end .”10 month 22 Japan , The person in charge of New Oriental online responded to the reporter from Nandu that , For Zhao students and other users who buy learning cards , New Oriental's refund process has been optimized , The balance of the study card is not only valid for a long time , There is no service life , At the same time contact customer service can be normal withdrawal .
The person in charge also said ,“ About the learning account of New Oriental online , We have been continuously optimizing the return process , Users have any questions about returning classes , You can give us feedback , We will also be the first time to address user needs . For related questions, please call the national customer service number of New Oriental online , Or enter the New Oriental online customer service center online consulting . At present, the user's refund and course change problem , In principle 48 It'll be done in hours .”
Nandu reporter from “ New Oriental Online ”App Found on , Their personal accounts are divided into “ Cash account ” and “ Learning card account ” Two kinds of . A New Oriental online customer service said , The refund generated by the cancellation will be returned to the original payment channel first , You don't usually go into a cash account or a study account .
“ There are many ways to pay for the course , Such as Alipay 、 WeChat 、 Bank cards, etc . Cash accounts are rarely used .” The customer service said .
Writing and ： Nandu journalists Wu Jialing