Consumer's Telegram September 2023

Insert of n. 70 - Editorial office: Centro Europeo Consumatori (European Consumer Centre Italy - Bolzano office)

FINES FROM AUSTRIA FOR NON-PAYMENT OF TOLLS

The Guide of the ECC

Since mid-January 2023, the European Consumer Centre (ECC) Italy has received numerous complaints from consumers who have travelled on Austrian motorways and who have received payment requests from Asfinag - the Austrian motorway concession company - concerning replacement tolls or actual fines issued by the competent local authorities. The experience and information gained through handling a growing number of complaints in cooperation with the European Consumer Centre Austria has resulted in a mini-guide containing useful tips for those driving on Austria's motorway network who want to avoid receiving a fine on their journey and for those who have already received one and do not know what to do. Here is the link to download the guide.


WATCH OUT FOR SCAMS

Fake Offers of Flights and Train Journeys for 2 euros

Currently fake offers of gift cards for the price of just 2 euros for flights with Ryanair or train journeys with Trenitalia are circulating on social networks. Those who fall for it fill in a questionnaire with their personal data and give their credit card details, from which not only the 2 euros are deducted, but much higher amounts in the form of subscriptions, which, if you do not check your credit card statements regularly, you only notice months later. The gift card does not exist, of course, and the almost free flights or train journeys remain only wishful thinking. Read on the ECC website how you can protect yourself against the phishing phenomenon.


E-COMMERCE

Do not Buy from Strangers!

Recently, our ECC was contacted by some consumers who had made a imprudent purchase by clicking on a sponsored ad on Facebook and ordering goods which they then paid for cash on delivery. In the ad, the goods appeared to be of the highest quality, but in fact they were not worth their money or even completely unusable. Theoretically, consumers can withdraw from the purchase or claim the guarantee in such cases. The problem with these cases is that consumers do not know from whom they have purchased. There is no information on or in the package itself, the Facebook ad can no longer be found, and there is no confirmation of the order by e-mail, so no complaint can be made. As the payment was not made by credit card, a chargeback is not possible either. It is therefore important to check prior to the purchase which company is selling and that there is an e-mail and postal address that can be contacted. For more information on this topic.


CASE OF THE MONTH
An Italian consumer had taken a flight to Lagos, Nigeria. However, when she arrived at her destination, she discovered to her dismay that her suitcase did not appear on the airport conveyor belt. She reported the loss at the appropriate counter at the airport and hoped that the suitcase and its contents would be found, but unfortunately this was not the case. She then contacted the airline asking to be compensated, enclosing a list of the items contained in the luggage and their value, a total amount of more than 3,000 Euros. The German airline replied that it was still looking for the suitcase and did not respond to the request for reimbursement. After three months without any concrete answer, the consumer contacted the European Consumer Centre Italy, which forwarded her case to the European Consumer Centre Germany. A few weeks after the intervention of the ECC Germany, the good news: the airline was willing to pay within the liability limits of the Montreal Convention and the consumer thus received almost 1,600 Euros.