FTC fines ISP $100 million for dark patterns and junk fees
On November 3, the FTC announced an action against an internet phone service provider claiming the company imposed “junk fees” and made it difficult for consumers to cancel their services. The FTC alleged in its complaint that the company violated the FTC Act and the Restore Online Shoppers’ Confidence Act by imposing a series of obstacles, sometimes referred to as “dark patterns”, to deter and prevent consumers from canceling their services or stopping recurring charges. Consumers who were able to sign up for services online were allegedly forced to speak to a live “retention agent” on the phone during limited working hours in order to cancel their services. The company also allegedly employed a “panoply of hurdles” to cancelling consumers by, among other things, making it difficult for the consumer to locate the phone number on the website, obscuring contact information, failing to consistently transfer consumers to the appropriate number, imposing lengthy wait times, holding reduced operating hours for the cancellation line, and failing to provide promised callbacks. Additionally, the FTC claimed the company often informed consumers they would have to pay an early termination fee (sometimes hundreds of dollars) that was not clearly disclosed when they signed up for the services, and continued to illegally charge consumers without consent even after they requested cancellation. According to the FTC, consumers who complained often only received partial refunds.
Under the terms of the proposed stipulated order, the company will be required to take several measures, including (i) obtaining consumers’ express, informed consent to charge them for services; (ii) simplifying the cancellation process to ensure it is easy to find and use and is available through the same method the consumer used to enroll; (iii) ending the use of dark patterns to impede consumers’ cancellation efforts; and (iv) being transparent about the terms of any negative option subscription plans, including providing required disclosures as well as a simple mechanism for consumers to cancel the feature. The company will also be required to pay $100 million in monetary relief.