Uber Technologies is facing a lawsuit filed by the U.S. Federal Trade Commission (FTC), accusing the company of engaging in “deceptive billing and cancellation practices” with its Uber One subscription service. According to the FTC, Uber misled consumers into signing up for its premium service without their consent and made it unreasonably difficult for them to cancel. The commission claims that users were subjected to a complex and burdensome process when attempting to cancel, requiring them to navigate as many as 23 screens and complete up to 32 actions to end their subscriptions.
In its complaint, filed on Monday, the FTC alleges that Uber charged consumers for Uber One without their explicit approval, and that the company misrepresented the savings and benefits associated with the program. The regulatory body’s investigation into these practices has intensified concerns over the clarity and transparency of subscription-based services, with Uber now facing scrutiny over its business model. This legal battle comes on the heels of a broader push by the FTC to crack down on subscription traps that make it difficult for consumers to cancel services they no longer want.
Following the announcement of the lawsuit, Uber’s stock saw a significant decline, dropping as much as 5.3 percent in New York, signaling investor concern over the potential consequences of the legal action. As of 2:15 p.m. on the same day, Uber’s shares were down 4.5 percent to $71.84. In response to the FTC’s claims, Uber has denied the allegations, asserting that it does not sign up or charge users without their consent. The company maintains that the cancellation process for Uber One now takes most users only 20 seconds or less, calling the FTC’s actions misguided.
The lawsuit is part of the FTC’s ongoing effort to protect consumers from deceptive business practices, particularly in the subscription sector. Recently, the agency has filed similar cases against major companies, including Amazon and Adobe, for allegedly making it overly complicated for consumers to cancel unwanted subscriptions. As the case moves forward, Uber remains confident that the court will find its sign-up and cancellation processes to be clear, simple, and in compliance with the law.