{"meta":{"exportedAt":"2026-10-14T13:08:39.772Z","formatVersion":2,"selection":{"q":"consumer-complaint","system":"","harm":"","context":"","country":"","role":"","relation":"","evidence":"","year":"","response":"","severity":"","verification":"","view":"incidents","sort":"added"},"totalIncidents":1,"coverage":{"cases":1,"countries":0,"languages":2,"unknownLocation":1,"locationPending":0,"unknownLanguage":0,"unknownDate":0,"lawsuits":0,"regulatory":0,"minors":0,"coreRelations":1,"contextualRelations":0,"mixedRelations":0,"unknownRelations":0,"relationPending":0,"relationUnknown":0},"countingNote":"Distinct public cases in this selection. People counts apply within individual cases only; cross-case person overlap has not been resolved. No population incidence estimate.","affectedCountNote":"Interpret person counts with affectedCountStatus and the reported effects. Unquantified zeros are placeholders, not a measured zero.","source":"AI incidents","publisher":"NOPE","url":"https://nope.net/incidents","license":"CC BY 4.0"},"incidents":[{"id":"2026-used-car-app-ai-customer-service-said-price-included-transfer-fees-buyer-later-asked-for-1000-yuan","caseFacts":{"claims":[{"id":"c1","status":"reported","evidence":[{"locator":"'通过消协315平台投诉某旧机动车经纪（北京）有限公司'; '于今年4月在该公司二手车APP选购一辆二手车'","relation":"supports","source_id":"s1"}],"assertion":"People's Daily reports that on 5 May 2026 a consumer complained through the consumer associations' 315 complaint platform about a Beijing used-car brokerage company, saying he had chosen a used car on its app in April 2026.","causal_attribution":"The consumer's complaint as published by the association."},{"id":"c2","status":"reported","evidence":[{"locator":"'在支付2000元订金前，平台官方AI客服“小瓜”明确告知消费者，2.87万元车款已包含过户费和上牌费'","relation":"supports","source_id":"s1"},{"locator":"'paid a deposit for a used car after an AI customer service representative told him that the total price included transfer and registration fees'","relation":"supports","source_id":"s2"},{"locator":"'中消协通报的一起二手车交易纠纷颇具代表性。消费者在购车前，AI客服明确告知车款包含过户费和上牌费，消费者据此支付订金并达成交易意向'","relation":"supports","source_id":"s3"}],"assertion":"According to the complaint, before he paid a 2,000-yuan deposit the platform's official AI customer service, Xiaogua, told him clearly that the 28,700-yuan price already included the transfer and registration fees.","causal_attribution":"The consumer's complaint; both reports rest on the association's disclosure."},{"id":"c3","status":"reported","evidence":[{"locator":"'销售人员要求消费者另行支付1000元过户费'; '导致消费者基于错误信息作出交易决定'; '退还已支付的2000元订金'","relation":"supports","source_id":"s1"},{"locator":"'asked him to pay an additional 1,000 yuan ($148) transfer fee'; 'demanded a refund of his deposit'","relation":"supports","source_id":"s2"}],"assertion":"During the transaction a salesperson asked him to pay a separate 1,000-yuan transfer fee; he said the conflicting information led him to decide on wrong information and asked for the 2,000-yuan deposit back.","causal_attribution":"The consumer's complaint; his own assessment of the causal link."},{"id":"c4","status":"reported","evidence":[{"locator":"'这是AI客服应用场景扩大，服务承诺和人工接入问题突出的一个典型案例'; '其输出内容属于经营者提供服务的组成部分'","relation":"supports","source_id":"s1"}],"assertion":"People's Daily presents the case as typical of AI customer-service promise and access problems, and an official of the China Consumers Association said that the output of AI customer service an operator deploys forms part of the operator's service.","causal_attribution":"The paper's characterisation and the association official's stated view."}],"effects":[{"label":"asked for a further 1,000-yuan transfer fee after paying a deposit on the AI answer that the price included it","claim_id":"c3","direction":"negative"}],"sources":[{"id":"s1","url":"https://paper.people.com.cn/rmrb/pc/content/202608/06/content_30173429.html","kind":"news_report","access":"read","language":"zh","translation_note":"Read in Chinese on 2026-10-14 from the People's Daily e-paper page; translated by the research agent (an AI), not by a human translator. The paper relays the China Consumers Association's account of the complaint and quotes its complaints official.","independence_group":"china-consumers-association-h1-2026-complaints-disclosure"},{"id":"s2","url":"https://en.ccpit.org/infoById/2ec10ada9b7311f1b59f0242ac1a0702/4","kind":"news_report","access":"read","language":"en","translation_note":"Read in English on 2026-10-14 from the CCPIT site. It reports the same case from the same association disclosure, in less detail, and is not an independent account.","independence_group":"china-consumers-association-h1-2026-complaints-disclosure"},{"id":"s3","url":"https://paper.people.com.cn/rmrb/pc/content/202608/20/content_30176052.html","kind":"news_report","access":"read","language":"zh","translation_note":"Read in Chinese on 2026-10-14 from the People's Daily e-paper page; translated by the research agent (an AI). A signed commentary that describes the same case as one the China Consumers Association disclosed, without the buyer's details; same disclosure, not an independent account.","independence_group":"china-consumers-association-h1-2026-complaints-disclosure"}],"version":1,"ai_roles":["institutional_use"],"contexts":["finance","everyday_life"],"unknowns":["The company and app, which the reports do not name.","Whether the deposit was refunded or the fee waived, and how the complaint ended.","The company's account and the chat record.","Where the buyer lives and where the transaction took place."],"geography":{"basis":"The company is described as a Beijing used-car brokerage and the complaint went to the China Consumers Association's platform, but neither report says where the buyer lives or where the transaction took place; no country is inferred from the company's seat or the association.","court_countries":[],"event_countries":[],"affected_person_countries":[]},"publication":{"basis":"Published as a concrete adverse experience with a company's AI customer service: in a complaint the China Consumers Association published, the buyer says the AI told him the price included fees, he paid a deposit, and a salesperson then demanded a further 1,000 yuan. Claims are attributed to the complaint and the association; the outcome is unknown.","reviewed_on":"2026-10-14"},"ai_involvement":{"basis":"The complaint, as the China Consumers Association published it through People's Daily, says the platform's official AI customer service, Xiaogua, told the buyer that the 28,700-yuan price already included the transfer and registration fees before he paid a 2,000-yuan deposit, and that a salesperson then demanded a separate 1,000-yuan transfer fee. The buyer connects the AI answer to his decision to pay the deposit. The chat record and the company's response were not published.","status":"reported"},"person_relations":["communicated_with"]},"name":"Buyer's complaint says a used-car app's AI customer service said the price covered transfer fees, then a salesperson asked for 1,000 yuan more","summary":"People's Daily reported on 6 August 2026, in a piece on the China Consumers Association's complaint figures for the first half of 2026, a complaint a consumer filed on 5 May 2026 through the consumer associations' 315 complaint platform against a Beijing used-car brokerage company. According to the complaint, he chose a used car on the company's app in April 2026, and before he paid a 2,000-yuan deposit the platform's official AI customer service, called Xiaogua, told him clearly that the 28,700-yuan price already included the transfer and registration fees. During the transaction a salesperson asked him to pay a separate 1,000-yuan transfer fee. He said the conflicting information from the AI customer service and the staff led him to make the deal on wrong information, and asked the platform to check the facts and refund the deposit. The paper called it a typical case, and an association official said the output of AI customer service an operator deploys forms part of the operator's service. The outcome of the complaint is not reported.","incidentDate":"2026-04-01","incidentKind":"single_event","incidentDatePrecision":"month","exposurePattern":"single_interaction","reportedDate":"2026-08-06","aiSystem":"Xiaogua, the official AI customer service on a used-car brokerage company's app, answering a question about what the car price included","aiProduct":"Xiaogua (reported)","severity":"low","verificationStatus":"credible","harmCategories":[],"harmOutcomes":["other_material_harm"],"harmOutcomeSummary":"According to a complaint the China Consumers Association published, a used-car app's AI customer service told a buyer the price included transfer and registration fees; after he paid a 2,000-yuan deposit a salesperson demanded a further 1,000-yuan transfer fee, and he sought the deposit back.","frameworkFacets":[],"causationStatus":"alleged","participantUsersAffectedMin":1,"otherPeopleHarmedMin":0,"affectedCountStatus":"exact","affectedCountEvidence":"One person: the buyer who complained that the app's AI customer service told him the price included the fees before he paid the deposit. Exact 1. The association's complaint totals are not counts of people harmed by this system.","victimAgeRange":"adult","jurisdiction":"unknown","platformType":"chatbot","outcomeType":"media_coverage","outcomeStatus":"unknown","primarySourceUrl":"https://paper.people.com.cn/rmrb/pc/content/202608/06/content_30173429.html","primarySourceLabel":"People's Daily, 6 August 2026, page 11: AI客服承诺不实怎么办（有问有答）","firstPublishedAt":"2026-10-14T03:12:45.354876+00:00","updatedAt":"2026-10-14T03:12:45.354876+00:00","scopeVersion":"facts-v3","tags":["customer-service-chatbot","used-car-purchase","wrong-price-information","consumer-complaint","deposit-dispute"]}]}