Recent Federal Trade Commission (FTC) moves against companies’ subscription policies are spotlighting a common problem for consumers. Many find themselves trapped in subscriptions they never signed up for — and that are difficult to get out of. 

Whether the issue is a magazine or some online service, it’s jolting to review one’s card statement and see a mysterious (sometimes sizeable) payment made that you did not authorize. Your Better Business Bureau (BBB) offers the following advice for those surprised to find themselves signed up for subscriptions and having trouble getting unsubscribed.

“Dark patterns”

Companies use all sorts of hurdles, or “dark patterns,” to trick customers into subscriptions, and to make it difficult for them to be cancelled. Sometimes the exact place to click for starting the cancellation process is hard to spot. Then may come a series of several complicated pages to be navigated. Frustrated consumers end up calling a customer service line where they are frustratingly referred back to the same website that led to their confusion in the first place. The goal would appear to be to simply wear out one’s patience until one just gives up, allowing the company to win. 

How to fight back

BBB recommends you keep these points in mind:

• You do not have to pay for something you did not order. In cases where unordered items come to your home, you have no obligation to return them. Unauthorized debiting of your account is, in fact, a crime.

• Where possible, contact the company and try to follow their instructions on how to cancel, then keep copies of all your cancellation requests and notes about any conversations you had with them.

• Carefully monitor your bank and credit card statements for surprise charges. If the company will not stop charging you, file a dispute, called a “chargeback,” with your credit or debit card.

• The FTC has a sample letter on its website at consumer.ftc.gov, to help you in your correspondence, after you have filed a chargeback.

• When shopping online, carefully watch what goes into your cart.

• Watch out for pre-checked boxes that may be signing you up for a product or service.

• Review your order before completing a transaction, no matter how much of a hurry you are in. Where you find something added that you did not order, be sure you remove it.

• Check your order confirmation as well. See something you didn’t order? Immediately contact the company for a refund, then keep copies of the written confirmation.

• Watch out for auto-renewals. Unless you cancel them, you will continue to be charged.

It is vital that consumers stay vigilant when shopping online. Read the fine print carefully. If you have problems canceling a subscription service, let the FTC know at ReportFraud.ftc.gov. Additionally, check with BBB, ideally before you do business with a company you are unfamiliar with, to read their business review and find out what others may have experienced with the company in question.

For answers to other questions and concerns you have about unwanted subscriptions, contact BBB at (800)856-2417 or visit our website atBBB.org.