Can the World’s Largest Telecom Operator Truly Fulfill Its Social Responsibility?

By Common Voice, Jointing.Media, in Hangzhou, 2025-09-20

The internet is flooded with posts criticizing China Mobile, and I never saw the need to add my voice to the chorus—they certainly weren’t short of critics，until a chat with a friend made me realize most people don’t know the company has been quietly stealing from its users. Here’s how I found out: my dual-SIM phone uses a China Telecom number with monthly data to spare, while the China Mobile SIM has local data deliberately turned off. It was only through this setup that I uncovered China Mobile’s persistent practice of charging for data it never actually delivered.

I only keep this China Mobile number to prevent it from being deactivated. After topping up my balance, I might not check the itemized charges for up to six months. It was two or three years ago when I first discovered that this number was being charged every single month for mobile data. When I called 10086 to complain, the customer service agent immediately defaulted to denial: “Our system isn’t at fault—the problem must be on your end with your device.”

China Mobile dismissed the issue without any self-audit, firmly insisting the fault lay with the user’s phone. Their corporate training is clearly well-drilled. Since when are computers infallible? Aren’t they programmed by humans? Doesn’t this underhanded practice violate consumers’ right to information?

After multiple complaints, the service agent would claim to have “applied for approval” to refund the small overcharged sum. But as I caught the issue again and again, I saw a pattern. China Mobile kept “helping itself” to data fees—a habit that continued no matter how many times it was reported. Is the system truly unfixable, or is there simply no will to change? A problem this persistent is a choice—it continues because the rewards outweigh the risks.

Moreover, the agent’s so-called “solution” was for me to formally request that China Mobile disable the mobile data function for that number—rather than investigating their own system. This shows that their proceduralized “scam” isn’t targeted at me personally; it’s applied indiscriminately across their user base. When caught by a vigilant user like me, they simply patch one leak. Losing one “blood bag” doesn’t affect the steady supply from the vast majority of users who remain unaware, continuing to serve as their source of revenue.

Stealing fifty cents or one yuan per user monthly seems insignificant—most people won’t waste time complaining, exactly as China Mobile’s meticulously designed scheme anticipates. And unless in rare circumstances like mine, users would never detect it. But multiplied by hundreds of millions of users, it adds up to an enormous, illicit profit.

Public data shows that by the end of 2024, China Mobile’s total subscriber base had exceeded 1.004 billion, making it the world’s largest telecom operator. Even at a conservative estimate of just fifty cents stolen per user per month, this amounts to 502 million Chinese Yuan pilfered from users’ pockets every month across the country. Over a full year, that adds up to a staggering 6.024 billion Chinese Yuan. Do the Chinese idioms “many little bits of fur make a coat” and “many grains of sand build a pagoda” now feel vividly concrete?

According to China Mobile’s 2024 annual performance report, the company achieved an annual operating revenue of 1,040.8 billion Chinese Yuan. The stolen portion constitutes about 0.5% of its total annual revenue—a figure that might seem small at first glance. However, the company’s annual revenue growth was only 3.1%. This means the illicitly gained revenue accounted for approximately one-sixth of its entire annual growth. If the company aims for revenue growth next year, it could simply increase the amount stolen from fifty cents to five Chinese Yuan per user. Achieving growth KPIs without any real investment—how delightful! The only “investment” required would be a minor adjustment to a parameter in their computer system.

As the ancients said: “The gentleman, in his pursuit of wealth, follows the right way.” Even a common thief understands there is a code of conduct. Needless to say, the way of business demands honesty in dealing with all, old and young alike. As an individual consumer, beyond continuing to lodge complaints with the regulatory authorities, the only thing I can do is to “vote with my feet”—taking my number and switching to another carrier through mobile number portability.

The 2024 “gas meters running fast” scandal in Sichuan and Chongqing sparked widespread public outrage. In February 2025, an official announcement on the Chongqing Gas Group overcharging investigation stated: a proposed fine of 8.1 million yuan and serious accountability actions against responsible individuals. State-owned enterprises can only be reined in by the state itself. Only when enough users know, when enough complaints are filed, and when the impact is broad enough, will the authorities dare not cover it up—they will investigate and give the public an answer.

What makes China Mobile’s theft particularly insidious is how hard it is for users to detect, and even harder to prove. It was said， “if no one complains, authorities won’t investigate.” The company remains unmoved by public criticism, continuing to hide behind its hollow title of “world’s largest.”

After its core business was disrupted by instant messaging apps like WeChat, this monopolist chose not to innovate or improve service quality, but to innovate in theft instead—a shameful direction.

Under pressure to meet growth targets, it bypasses service improvement to expand sales teams that rely on deception to meet goals—a pitiful approach.

As a major state-owned enterprise, it sets a poor example for the industry and tarnishes the reputation of all SOEs. For a company that has abandoned basic business ethics to speak of “corporate social responsibility” is a joke.

How common is such absurdity among SOEs? Common enough. And they likely know it—they just don’t care, because ordinary users have no power over their promotions or profits.

Edited by Wind and DeepSeek

Photo by Sacima

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