Klarmobil customers annoyed by phone antivirus option


Customers repeatedly complain about Klarmobil employees who offer protection against Trojans on the phone. The accusation: scaremongering.

Berlin. “Tordow” spies out passwords and sensitive data, “Acecard” wants to steal photos of identification documents. And in the worst case, “Gugi” blocks the entire smartphone. Tordow, Acecard and Gugi are Trojans that can infect Android phones. Therefore, anyone who protects their smartphone is actually well advised. However, there seems to be a lack of good advice from the mobile operator Klarmobil. Instead, customers report aggressive telephone marketing, dubious-looking telephone employees and “scare tactics”.

On the phone, Klarmobil employees would offer a virus protection program for 2.99 euros per month. Reason: At the moment a Trojan horse is on the way, which is spreading rapidly and causing horrific telephone bills. Klarmobil made the virus protection program available via SMS. A download via the online customer portal is not possible. If there is no interest, the SMS would not be sent either.

Scare tactics on the phone

A good year ago, in December 2015, a customer complained on Klarmobil’s Facebook page. She wondered about the scare tactics by the Klarmobil employee, whether she had fallen for a fraud when she signed the contract for the dubious additional option. Since then, other Klarmobil users have regularly reported similar cases. Such incidents apparently increased in October of this year. Also in the comments under the Facebook post, users last complained in mid-October.

Klarmobil commented on this several times in the comment function. The users did not get caught up in fraud; a call center employee must have offered the antivirus option. “It was certainly not intended to scare you or make you feel insecure,” said Klarmobil at the time, appeasing a user. “Your colleague must have exaggerated it a little with his remarks,” it continued.

Virus protection as an additional option to the mobile phone contract

At the request of our editorial team, Klarmobil confirmed that it would provide its customers with virus protection via SMS. It is about “Norton Mobile Security”, which Klarmobil customers can book for 2. www.insert-bookmark.win 99 euros per month as an additional option to their contract that can be terminated monthly.



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It offers “protection against digital threats, controls to protect online privacy, help to get a lost or stolen device back, and the ability to restore or manage contact information.”

The subscription can only be used for one device. At a monthly price of 2.99 euros, the costs amount to a total of 35.88 euros for one year. The crux of the matter: If a user books the offer, or at least a comparable subscription, directly from Norton, it costs only 29.99 euros per year – and is available for several devices.

Klarmobil does not want threat scenarios

On request, the company also stated regarding the telephone calls by Klarmobil employees: “It is not in the company’s interest that individual agents confront customers with exaggerated ‘threat scenarios’ during a telephone conversation. Since the company also works with external call centers, we do not want to completely rule out such an occurrence. ”The complaints would be taken as an opportunity“ to explicitly train any employees – also in our call centers ”.

Apparently there is a need for training, because Klarmobil is not always aware of what employees tell customers on the phone. According to the statement, the company has no information about specific Trojans and viruses against which smartphone users should currently protect themselves particularly. Rather, it is about “protection against general, diverse threats”.

Market watchers are familiar with such complaints

Such complaints are also known to the market guardians of the consumer centers and the Federal Association of Consumers. However, these do not relate explicitly to Klarmobil, but to the mobile phone provider Mobilcom-Debitel. Klarmobil is the discount brand and wholly owned subsidiary of Mobilcom-Debitel. Both companies belong to the Freenet group.

The market watchdogs are not allowed to publish the number of complaints. They are concerned with observing the market from the consumer’s point of view. They record, analyze and evaluate consumer complaints and describe themselves as an “early warning system” for problematic developments. Consumers can submit complaints using a form on the market watchdog’s website.

Consumer advice centers give tips on withdrawal

The market watchdogs do not give any advice on action either. Instead, the regional consumer centers are responsible for advisory services. On its website, for example, the NRW consumer center gives tips on how consumers who have concluded a contract by telephone can make use of their right of withdrawal.

So if a Klarmobil customer has taken out the antivirus option on the phone because he was caught off guard and unsettled by the call, he has at least 14 days to withdraw from the contract. www.last-bookmarks.win