![]() Monthly charges range from $5-50 for individual customers and can be as high as thousands of dollars for small businesses. Indeed, any company with a “customer retention strategy” (which is apparently what this was) would be wise to pay attention.Īccording to the FTC’s complaint, Vonage provides internet based phone service (known as Voice Over Internet Protocol or VOIP) to consumers and small businesses. ![]() However, the FTC’s characterization of the practices as “dark patterns,” coupled with some other features, make this case stand out. In many ways, it’s a typical FTC case involving deception, unauthorized charges, and misuse of a “negative option” that makes it simple to sign up and almost impossible to cancel. In a case that will likely resonate with many readers, the FTC’s recent settlement with Vonage describes in excruciating detail the obstacles and costs that Vonage allegedly imposed on consumers when they tried to cancel their phone service.
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