Discovering they had to get on the phone to cancel a subscription they signed up for online rankled several respondents in our survey looking at why people canceled their news subscriptions. The reaction to the call-to-cancel policy ranged from “an annoyance” and “ridiculous” to “shady” and “oppressive.” ...
The Federal Trade Commission, meanwhile, recently made it clear that it sees the practice as 1) one of several “dark patterns that trick or trap consumers into subscriptions” and 2) straight-up illegal. The FTC vowed to ramp up enforcement on companies that fail to provide an “easy and simple” cancellation process, including an option that’s “at least as easy” as the one to subscribe.
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