Telecom complaints up and many not resolved

The number of consumer complaints filed by telecom subscribers jumped by almost 7 percent last year compared to the previous year, according to the Korea Consumer Agency yesterday.

In 2012, 624 complaints were filed by subscribers to all three telecom companies - SK Telecom, KT and LG U+ - and last year 667 complaints were filed.

“Among the three, LG U+ had the largest number of complaints by consumers last year,” said an official from the agency. “Of every one million mobile subscribers, about 21.4 cases of complaints were filed for LG U+, while the number was 11.6 for KT and 10 for SK Telecom.”

But compared to the previous year, the number of complaints filed against LG U+ dropped, while the number increased for the other two industry players.

The study said that of the 667 complaints filed with the agency, 44.1 percent, or 294, were over the telecom companies’ failure to fulfill what was written in the subscriber’s contract. Following that complaint, 15.7 percent were over bad-quality voice calling and Internet connections while another 14.5 percent were due to excessive costs owed for data use or call roaming services.

But despite the increase in complaints from consumers, only 45.8 percent were resolved by the telecom companies. To appease customers, some companies gave refunds or compensation or canceled their contracts, the release showed. LG U+ was the most responsive to the complaints, addressing 59.6 percent of the complaints made about its services, followed by SK Telecom and then KT.

“Consumers should thoroughly read over what’s written on the contract document,” the consumer agency official said. “They should also make sure that the services on the contract are fully offered and check their monthly billing records.”

BY lee eun-joo [angie@joongang.co.kr]