Core Viewpoint - The article discusses the ongoing issues with iQIYI's membership services, including customer dissatisfaction with refund processes and changes in membership benefits, leading to a decline in user trust and financial performance [1][4][9]. Refund Issues - iQIYI has initiated a refund process for a customer, Mr. Huang, whose original payment account was deactivated, complicating the refund process [1][2]. - Initially, iQIYI's customer service claimed that virtual products could not be refunded, but later agreed to process the refund after public attention [2][3]. - Discrepancies arose regarding the refund method, as Mr. Huang's original Alipay account was reportedly registered by someone else, leading to disputes over the refund channel [2][3]. Membership Changes and Customer Dissatisfaction - iQIYI has faced criticism for its evolving membership fee structures and reduced member benefits, with consumers likening the experience to a "nested doll" of charges [4][5]. - Recent changes include limiting the number of devices for new subscribers and reducing streaming quality for certain membership tiers, which has frustrated existing users [5][6]. - The introduction of additional charges for accessing popular content, such as the finale of a series, has further alienated customers [6][7]. Financial Performance - iQIYI's financial health has deteriorated, with a reported revenue drop to 29.23 billion yuan in 2024, an 8% decrease from 2023, and a significant decline in net profit [9][10]. - The company's operating profit fell to 1.81 billion yuan, a 39% decrease year-over-year, indicating severe pressure on profitability [9][10]. - The overall market for long video platforms is showing signs of weakness, with competition from short video platforms impacting user engagement and revenue [9].

Core Viewpoint - The recent controversy surrounding a consumer's difficulty in obtaining a refund for a long-term iQIYI membership highlights ongoing issues with the platform's pricing strategies and customer service practices [2][3][6]. Group 1: Refund Issues - A consumer discovered that his iQIYI membership was charged for 25 years, leading to difficulties in obtaining a refund due to account issues [2][3]. - iQIYI initially stated that refunds for virtual products are generally not allowed, but later agreed to process the refund after public attention increased [3][17]. - Discrepancies arose regarding the refund process, particularly concerning the original payment method, which the consumer claimed was no longer accessible [3][17][18]. Group 2: Consumer Sentiment - Consumers have expressed frustration over iQIYI's membership pricing and service changes, describing the platform's pricing strategies as convoluted and unsatisfactory [6][20]. - There is a perception that iQIYI's membership benefits have diminished over time, with complaints about reduced streaming quality and increased fees for additional content [6][21][23]. Group 3: Financial Performance - iQIYI has reported a decline in revenue, with 2024 revenue dropping to 29.23 billion RMB, an 8% decrease from 2023, and a significant drop in membership service income [11][26]. - The company's net profit fell by 60% in 2024, indicating severe pressure on profitability, with operating profit decreasing by 39% [12][26]. - The third quarter of 2025 showed a continued downward trend, with total revenue of 6.68 billion RMB, an 8% year-on-year decline, and a net loss of nearly 250 million RMB [27].