Nora Kelly from Montreal feels deceived by Uber after discovering multiple unauthorized charges for a monthly membership called Uber One on her credit card statements. Kelly, who denies signing up for the program, found five consecutive charges of $11.49 each dating back to February. She expressed shock and frustration, feeling like she had been taken advantage of.
CBC News spoke with five other Uber users across Canada who shared similar experiences. They claimed to have been enrolled in Uber One without their consent and only noticed the charges when reviewing their credit card statements. Leah Billard from Ottawa also reported a mystery charge of $108.48 for Uber One in March, which she insists she never authorized. Despite Uber’s argument against her claim, Billard successfully disputed the charge with her bank.
Following the initial report, CBC News received numerous complaints from other individuals who alleged being unknowingly signed up for Uber One and facing unexpected monthly charges. The situation mirrors complaints in the United States that led to a lawsuit by the Federal Trade Commission (FTC) and several states against Uber for deceptive billing practices.
Tech expert Ritesh Kotak from Toronto suggested that dark patterns might be at play when customers unknowingly subscribe to services. Dark patterns are subtle design tactics used in websites and apps to influence users’ decisions without their full awareness. The prevalence of such tactics was highlighted in a report by Canada’s Office of the Privacy Commissioner, indicating their widespread use.
Uber customers interviewed by CBC claimed they had no memory of consenting to join Uber One, attributing this to sophisticated dark patterns that can manipulate users into unintended actions. Examples cited include adding extra items to digital shopping carts without clear consent, a tactic previously alleged against Amazon by the FTC in a lawsuit.
Uber Canada denied using dark patterns to enroll customers in Uber One without consent, emphasizing that customers must actively choose to sign up. The company refuted FTC claims in the U.S., stating that their sign-up and cancellation processes are transparent and consent-based.
Regarding cancellation difficulties, the FTC lawsuit against Uber alleges deliberate obstacles in canceling unwanted memberships, trapping customers in recurring subscriptions. Several customers struggled to cancel their memberships and obtain refunds, with some reporting challenges in the process.
Despite Uber’s claims that customers can easily cancel memberships in the app, some users, including Kelly, faced hurdles in canceling and retrieving their money. Kelly, who disputed being enrolled in Uber One, eventually received a refund for the charges, along with a credit for Uber services, following CBC’s inquiry to Uber.
Concerns about dark patterns persist, with experts warning about their increasing use and the potential to exploit consumers. While existing laws like Canada’s Competition Act cover deceptive marketing practices, calls for specific legislation addressing dark patterns are growing to protect consumers from manipulative tactics.