Unable to Pay Mobile Bills, Yet Unable to Cancel: The Digital Divide Trapping Those in Their 50s and 60s

As administrative procedures and private services increasingly move online, the Ministry of Internal Affairs and Communications' "Communications Usage Trend Survey" and other reports have pointed out barriers to digital utilization, such as a lack of knowledge and operational skills, particularly among the elderly. Against this backdrop, a survey was conducted on men and women who were unable to contract a mobile phone in their own name due to arrears in mobile phone payments, focusing on the actual situation regarding communication service cancellation procedures. The results highlighted the reality that many people were unable to complete procedures due to complex web screens, consequently increasing their financial burden. **The 'Web Screen' Barrier to Cancellation Procedures: 376 People Experienced Increased Charges** In recent years, various services, including the telecommunications industry, have been increasingly digitized, leading to more situations where web-based operations are required for cancellation procedures. According to the survey results, 376 people responded that they had experienced "difficulty paying and considered canceling, but couldn't complete the web procedure due to its complexity, resulting in increased charges." It is believed that if services are promptly stopped or canceled when payment becomes difficult, further charges can be prevented. However, difficulties with web procedures, such as not knowing IDs or passwords, or navigating multiple page transitions, become barriers to cancellation, leading to situations where monthly charges unintentionally continue. The complexity of digital procedure screens is ultimately one factor that inflates users' payment burdens. **Facing Financial Crisis and Complex Screens, 126 People Fell into 'Panic (Mental Freeze)'** Furthermore, the lack of places for face-to-face consultation when encountering difficulties with procedures exacerbates the situation. Among those who responded that they "couldn't consult anyone" when their mobile phone communication was about to be cut off, 126 people cited "I didn't know what to do and fell into a panic (mental freeze)" as the primary reason. - "I didn't know where to click to cancel, and as I was passed around, I panicked and had no choice but to leave it as it was." - "The anxiety of delayed payment and the complexity of the screen made my mind go blank." In situations of financial insecurity, it tends to be difficult to calmly interpret complex web screens and proceed with procedures. Due to the inability to consult, individuals become isolated without being able to seek advice from those around them or specialized helplines, leading to delayed action and ultimately forced cancellation of their mobile phones. **The Core of Procedural Difficulties: The '50s and 60s' Generation Unfamiliar with Digital Device Operations** Looking at the age groups for "increased charges caused by complex web screens," it is confirmed that the issue is concentrated among middle-aged and older individuals, with 224 people in their 50s and 105 in their 60s. For generations unfamiliar with operating digital devices, procedures that assume self-resolution via the web tend to be a high hurdle. While the online shift of services promotes efficiency, for those who find web procedures difficult, delays in procedures unintentionally lead to inflated charges. From this, it was observed that the overall efficiency of society is becoming a factor that brings unexpected economic burdens to specific demographics. **[Summary] Challenges in the Digital Age** The results of this survey revealed the reality that the incomprehensibility of cancellation procedures ultimately exacerbates financial burdens. While the digitalization and paperless movement of procedures are progressing, the structure where people who "don't know how to operate" cannot proceed with procedures and incur unnecessary charges is a social issue that cannot be overlooked. Expanding the benefits of digitalization while creating mechanisms where everyone can complete procedures safely and without confusion will likely become a crucial focus in future service design. ■ **Survey Overview** Survey Period: February 25, 2026 - March 4, 2026 Survey Method: Questionnaire survey Valid Responses: 604 people Target Audience: Men and women who have experienced not being able to own a mobile phone for a certain period ● **Request for Credit Notation when Citing/Reproducing** *When citing or reproducing this release, please be sure to clearly state the credit. "According to the survey results conducted by 'Anyone's Smartphone Research Center'…" This survey revealed the reality that many people struggle with web-based cancellation procedures, fall into panic, and end up with inflated bills. Behind systems designed for convenience, we recognize the structure where those unfamiliar with digital device operations and those facing financial insecurity are left behind and fall into further distress as a serious social issue. We will continue to contribute to the construction of truly user-centric services that everyone can intuitively understand and complete procedures safely and with peace of mind.