Many services that are provided to consumers, particularly those offered over the Internet, have monthly or periodic subscriptions for services which automatically renew each month or each period. The subscription will automatically renew unless the subscriber calls to cancel the subscription before the end of the current period. However, many consumers find it difficult, if not impossible, to actually get through to a customer service representative that results in actual cancellation of their subscription. As a result, many consumers find themselves stuck with another period of subscription, even though they do not want the service.
Consider the following horror stories: A consumer responds to a commercial offer by Sirius XM for six months of satellite radio services. Towards the end of the subscription, knowing that he has to call to cancel his subscription or it will be automatically renewed, he attempts to call numerous times, but each time fails to reach a customer service representative. Often, he is placed on hold for extended periods of time, following which the phone simply disconnects. Unable to reach a "live being," despite his diligent efforts, he is unable to cancel the subscription, and is automatically renewed for another six months (and charged for another six months), even though he does not want the service. Does this seem fair?
Consider a second case. A person signs up for an on-line greeting card service with AmericanGreetings.com, on a month-to-month basis. After the first month, the person realizes that the service is not what was promised, and wishes to cancel it altogether. However, the consumer is unable to cancel the service on-line, and is never able to reach a customer service representative over the phone. As a result, the person’s subscription renews again for another month, even though the consumer had wanted to cancel the subscription but could not do so because of the technical difficulties.
It seems that some companies, particularly companies offering services on-line, may be purposely making it difficult for consumers to cancel their subscriptions, knowing that these difficulties will cause the person’s subscription to renew. The cost to an individual consumer may not appear that great, but when companies are able to harm large classes of consumers, they can profit handsomely.
If you, or someone you know, has been unable to cancel a subscription and believe that the company is intentionally making it difficult or impossible to cancel the subscription, please contact us so that we may discuss your legal rights.