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Uber One members pay $9.99 per month or $96 per year for a range
of services, including fee-free Uber Eats food deliveries and
cash back when they take Uber rides.
In its lawsuit, the FTC said multiple customers complained that
Uber signed them up for Uber One without their permission or
charged them for the service before a free trial period was
over. In at least one case, a person was charged $9.99 per month
even though they didn’t have an Uber account, the lawsuit said.
The FTC said Uber also made it extremely difficult for
subscribers to cancel Uber One. The agency said Uber requires
customers to take at least 12 different actions on at least
seven screens to cancel the service. Cancellation gets even
harder for consumers within 48 hours of their billing date, the
FTC said, requiring them to navigate as many as 23 screens and
still contact customer service.
“Americans are tired of getting signed up for unwanted
subscriptions that seem impossible to cancel,” said FTC Chairman
Andrew N. Ferguson, who has led the FTC since January after he
was tapped as chairman by President Donald Trump.
In a statement, Uber said it was disappointed that the FTC chose
to move forward with the lawsuit. Uber said its sign-up and
cancellation process is clear, simple and lawful.
“Uber does not sign up or charge consumers without their consent
and cancellations can now be done anytime in-app and take most
people 20 seconds or less,” Uber said.
Uber said at one point it did require customers to contact a
service representative if they wanted to cancel within 48 hours
of a billing period, but that is no longer the case.
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