
The U.S. Federal Trade Commission (FTC) recently filed a complaint against Uber, alleging that its monthly subscription service, Uber One, deliberately complicates the cancellation process—requiring users to navigate a labyrinth of steps and convoluted procedures in order to successfully unsubscribe.
Furthermore, the FTC asserts that in some instances, Uber One charges users before the conclusion of the advertised free trial period. The commission also contends that Uber intentionally omits subscription fee disclosures during promotional messaging, thereby exaggerating the potential savings associated with the service.
In its lawsuit, the FTC argues that Uber has violated the Federal Trade Commission Act, as well as the Restore Online Shoppers’ Confidence Act (ROSCA). The agency claims Uber failed to clearly disclose the terms of its subscription service, did not obtain users’ consent prior to billing, and did not provide a straightforward method for cancellation.
Uber, in response, has stated its intention to appeal the complaint, asserting that it does not charge customers without their explicit consent. The company also emphasized that users can now cancel their subscriptions at any time through the app. However, Uber did acknowledge that in the past, customers were required to submit a cancellation request through its customer service system at least 48 hours in advance—though this process has since been simplified to allow direct cancellation within the app.
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