The ride-hailing and delivery giant Uber is facing a high-profile complaint from the Federal Trade Commission (FTC) in the United States. The consumer protection agency accuses Uber of misleading its customers about the Uber One subscription, by sometimes signing them up without their consent, exaggerating the potential savings, and deliberately making cancellation difficult.
Promises Not Always Kept
In its complaint, the FTC accuses Uber for promoting monthly savings of $25 for Uber One subscribers, without specifying that this amount did not take into account the actual cost of the subscription, which is $9.99 per month. Many users say they were attracted by these promises, only to realize that the savings were much less than expected.
The FTC also points to the use of cryptic texts and important information hidden during registration. Several consumers even claim to have been billed even though they had never given their agreement, some having never created an Uber account.
Another black spot: the complexity of the cancellation process. Contrary to the promise of quick and easy cancellation, the FTC reveals that some users had to scroll through up to 23 screens and perform 32 separate actions to end their subscription. Sometimes, the platform required a justification, offered to pause the subscription, or made multiple offers to retain the customer. Others were sent to a customer service that was impossible to join, or continued to be billed after their cancellation request.
Uber Downplays Accusations
Faced with the media storm, Uber denies any sign-up or billing without consent, and says that its cancellation process is simple, complete in less than 20 seconds via the company's app or website. The company said it was disappointed by the FTC complaint, but remains confident in the legal outcome, ensuring that it complied with the law.
This case comes as the FTC is increasing its actions against digital giants to protect consumers from unwanted subscriptions and practices deemed abusive. In October 2024, the agency adopted a new click-to-cancel rule, requiring companies to make canceling a subscription as easy as signing up, a measure that will come into effect in May 2025.
For Uber, the stakes are high: beyond With the potential fine and the impact on its image, the platform is risking its credibility with its 30 million Uber One subscribers. The trial could set a precedent and encourage other platforms to thoroughly review their business practices.
0 Comments