Subscription Cancellation Problems: What Are Your Options?
Subscription services that make cancellation unreasonably difficult may violate FTC rules and state consumer protection laws. Here are your options.
Informational purposes only. This article is for general informational purposes only and is not legal advice. Laws vary by jurisdiction. If you need advice about your specific situation, consider speaking with a licensed attorney.
## Short Answer
If a subscription service makes cancellation unreasonably difficult, you may have consumer protection rights. Options include disputing charges with your credit card company, filing a complaint with the FTC, and reporting to your state attorney general.
The FTC Click-to-Cancel Rule
The FTC has taken action against companies that require consumers to navigate complex cancellation processes after allowing simple online sign-up. The FTC's "negative option" rules require that cancellation be as easy as enrollment. Companies that allow online sign-up must generally allow online cancellation through a simple mechanism.
Common Subscription Cancellation Problems
Being required to call during specific hours to cancel. Being put on hold or transferred multiple times. Being offered multiple retention offers that delay the actual cancellation. Being told cancellation requires a written letter when sign-up was online. Continuing to be charged after you attempted to cancel.
Step 1: Document Your Cancellation Attempt
Keep records of every cancellation attempt — date, time, method, what was said, any confirmation numbers. Screenshot any online cancellation process. Save emails.
Step 2: Dispute the Charge with Your Credit Card Company
If you are being billed after a cancellation request, dispute the charges as unauthorized with your credit card company or bank. Provide your documentation. This often results in a refund and may prompt the company to actually process your cancellation.
Step 3: File a Complaint
File a complaint with the FTC at reportfraud.ftc.gov. File with your state attorney general's consumer protection office. File with the Better Business Bureau.
Step 4: Consider Small Claims Court
For recurring unauthorized charges totaling a meaningful amount, small claims court is an accessible option in most states for amounts up to $5,000 to $10,000 depending on the state.
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*This article is for general informational purposes only and is not legal advice. Consult a licensed attorney for advice specific to your situation.*
Informational purposes only. This article is for general informational purposes only and is not legal advice. Laws vary by jurisdiction. If you need advice about your specific situation, consider speaking with a licensed attorney.