Consumer problems experienced by people over 60 in FY2020: Record high in category of mail-order sales affected by COVID-19 pandemic

Among consumer problems reported to local consumer affairs centers and the like across Japan, cases experienced by people over 60 amounted to nearly 340,000 in FY2020.

When looking at cases experienced by people over 60, it was found that those related to "mail-order sales" surged and reached a record high, probably due to the increased use of mail-order sales in the recent pandemic.

According to the breakdown of cases by goods and services, some cases appeared to be affected by the COVID-19 pandemic (e.g. "other health supplies" including face masks). There were numerous cases related to subscription of health food, cosmetics, etc. Cases related to information and communications (e.g. "Internet connection") were common as in FY2019. Cases related to "billing fraud" amounted to about 16,000 showing a substantial decrease since FY2019, but we still need to keep an eye on the transition.

NCAC has analyzed cases experienced by people over 60 in FY2020 to issue a consumer alert.

Sampling of inquiries and complaints

[Case 1]

In order to receive winning money, I happened to buy digital money and accidentally disclosed my personal information.

[Case 2]

I want to cancel a supplements subscription. Unfortunately, I cannot go through a cancellation procedure on a free message application.

[Case 3]

My great-grandfather had trouble with his feature phone and visited a mobile phone shop. He signed a contract for a latest smartphone there.

[Case 4]

A door-to-door sales person visited my sister-in-law and said, "You can save charges by switching back your land line to analog." She accepted the offer without knowing details.

[Case 5]

I don't know how to cancel a TV subscription contract.

[Case 6]

When my mother ordered a repairer to fix toilet water leaks, the repairer induced her to change the toilet with a new one which costs a lot.

[Case 7]

A roofer induced me to replace the roof with a new one by using the COVID-19 subsidy and insurance. I signed a contract for the roofing work, but it was not possible to receive the COVID-19 subsidy and insurance.

[Case 8]

Face masks were delivered without ordering.

[Case 9]

After signing a contract for market price linked electricity, the market price surged and the electricity price grew tenfold.

Characteristics of troubles experienced by consumers over 60

• While cases related to mail order sales increased, cases related to purchase at stores, door-to-door sales and telemarketing decreased.
• There was a significant decrease in cases related to billing fraud. On the other hand, cases related to subscription (e.g. health food) increased.
• There were numerous cases related to information and communications.
• The older consumers become, the more likely to inquire about door-to-door sales, telemarketing and door-to-door purchase.
• There was an increase in cases related to COVID-19 matters.

Advice for consumers

• Any consumer might encounter trouble. Be prepared instead of thinking "It will never happen to me." Look to various kinds of trouble experienced by consumers on a daily basis.
• In order to prevent the elderly from being involved in trouble, it is important for family members and others nearby to watch over them.
• In case of concern or trouble, consult your local consumer affairs center.

Checklist for watching over the elderly to prevent consumer problems

The following shows a useful checklist for watching over the elderly to prevent consumer problems.

Checklist for watching over the elderly to prevent consumer problems

In and around the house

• Has any stranger visited the house?
• Has the resident received a suspicious phone call?
• Are there an increasing number of unfamiliar or unused goods in the house?
• Are there any suspicious documents (e.g. estimate, contract) or name cards?
• Are there any sign of suspicious repair work or renovation on the roof, walls or around telephone equipment?
• Are there any unfamiliar things written on a calendar, such as company name?

Behavior of the resident

• Does the resident seem to regularly make payment to somewhere?
• Does the resident seem to be short of money for living expenses?
• How about cognitive capacity? Does the resident remember buying goods?

• Checklist for watching over the elderly to prevent consumer problems (written in Japanese)[PDF](519KB)