Why have some new energy vehicle charging piles become “charging pits”-

As the popularity of electric vehicles continues to rise, charging stations have become an essential need for vehicle owners. However, issues like opaque pricing, difficulties in refunding unused balance, and the phenomenon of attracting drivers with low electricity rates only to charge exorbitant parking fees have emerged in the charging station landscape.

One charging app displays a rate of 0.86 yuan per kilowatt-hour, yet users find themselves paying an additional service fee of 0.24 yuan per kilowatt-hour. Drivers are lured by attractive low rates only to face high parking and standby fees after recharging their vehicles. Moreover, some charging stations require an upfront deposit before charging, yet returning any unspent balance proves to be nearly impossible.

With the surge in electric vehicles, the charging station industry has experienced explosive growth. However, recent interviews with individuals, including readers from worker publications, reveal that there are significant issues related to unclear pricing and inadequate service in this sector.

Who is responsible for supervising these charging stations? Recently, a reader reported a charging station under the Yanbai Bridge in Lanzhou that was reportedly “swallowing” fees by requiring users to make deposits, after which refunds for unused balance could not be processed.

Following the tips from phone maps, I visited the charging station and found several idle charging stations. I attempted to charge my vehicle by inserting my plug and making a 30 yuan deposit, but the app displayed a “charging failed” message. I tried another charging station, but it also indicated a malfunction. After these failed attempts, I applied for a refund and promptly received notification stating, “Your refund request has been submitted and is pending merchant handling.”

Upon investigation, I discovered that the merchant responsible was a big data technology service company based in Anji, Zhejiang. Three days later, I received their response: “We’re sorry, your refund request has been denied.” Frustrated, I called the merchant’s customer service number, only to be directed to apply for a refund through a WeChat mini-program. After multiple attempts, I still faced the same message, and my refund request continued to remain “unapproved.”

In desperation, I filed a complaint with the national 12315 consumer complaint platform and provided supporting evidence. Later, I received a call from the regulatory department in Lanzhou’s Chengguan District, advising me that the case should be handled by the High-tech Zone branch of the Lanzhou Market Supervision Administration. When I reached out to the High-tech Zone office, they transferred me back to Chengguan District.

Ultimately, my complaint was bounced back and forth, resulting in a “not accepted” notification on the 12315 platform. Chengguan staff stated that the charging station had approval from the High-tech Zone branch and questioned why they weren’t handling the situation. Meanwhile, the High-tech Zone officials insisted it should be dealt with by the Chengguan regulatory department since it is within their jurisdiction.

This situation highlights the challenges electric vehicle users face: a small charge of 30 yuan reveals significant gaps in consumer protection.

How are these “charging traps” being formed?

In recent years, the electric vehicle market has seen unprecedented growth, and the charging station sector has quickly expanded as well. According to statistics from the China Charging Alliance, by September of this year, members reported a total of 3.329 million public charging stations, with an average of 72,000 new stations added each month from October 2023 to September 2024.

In Lanzhou, various charging stations have sprung up in residential areas, commercial streets, office buildings, and service areas. For instance, a simple map search reveals over 160 charging stations in the Chengguan District alone. While these facilities offer convenience for consumers transitioning to electric vehicles, the accompanying consumer pain points have not received adequate attention.

The most prominent issue reported by users is the difficulty in processing refunds. Charging companies often give various reasons for refusing refunds. Some exploit loopholes in the refund application process, while others set up obstacles in their systems to deny refunds. Furthermore, some companies impose stringent terms and refuse to process requests, leading to unnecessary frustration for consumers.

Additionally, certain charging facilities are closely tied to parking lots, enticing drivers with low electricity rates only to hit them with high parking and standby fees. Some consumers reported paying up to 160 yuan for just 25 minutes of charging at a service area in Zhejiang during the National Day holiday. Moreover, many charging stations fail to adequately inform users about additional fees, resulting in further misunderstandings.

Meanwhile, media reports have indicated concerning incidents, such as a charging station operator in Liuzhou, Guangxi, which absconded with over 500,000 yuan in prepaid funds from vehicle owners.

While the charging station industry has rapidly advanced, convenience has morphed into a potential financial trap for consumers, highlighting an urgent need for improved market regulation.

To enhance oversight and price transparency in this industry, consumer complaints regarding charging stations are on the rise. Industry experts argue that it is crucial to regulate the entire process of investment, construction, and operation of charging stations to ensure healthy industry growth and protect consumer rights.

Many drivers lament the necessity of juggling multiple apps or WeChat mini-programs for charging, each with different systems for registration and deposit, leading to a poor user experience and creating opportunities for unethical practices.

Industry professionals suggest that improving the transparency of charging prices and the quality of service is essential. A unified regulatory framework for charging station apps and programs should be established to ensure clarity regarding electricity and service charges. Local governments should also include charging stations in city infrastructure planning, clearly defining responsibilities for constructing and operating charging facilities, public network placements, service platform development, safety maintenance, and addressing consumer complaints effectively.