A Reddit user recently vented about the hurdles they faced while trying to cancel a subscription. The challenge began when they signed up using a work email that is now out of use. With no access to this email, the web service company couldn’t proceed with the cancellation.
Frustrations like these are widespread enough that the Federal Trade Commission (FTC) has stepped in to simplify the process. They have introduced a new rule, coming into full effect later this year, requiring companies to make their cancellation procedures as straightforward as their sign-up processes.
According to the FTC, consumer complaints about recurring subscriptions have surged, with approximately 70 complaints filed daily in 2024, compared to 42 per day back in 2021.
"Businesses are being warned they need to improve," says Chuck Bell, a financial policy advocate at Consumer Reports.
Search using the company’s name
Bell recommends turning to the internet to find tips on how to cancel a subscription with a particular company. Simply searching "how do I cancel my subscription for [company]?" might lead you to useful advice or the right contact information based on others’ past experiences.
He highlights that bypassing a chatbot and connecting with a human representative is often the first big step toward solving such issues.
Escalate the complaint
If you’re still hitting roadblocks, Bell suggests escalating your complaint. This can be done by approaching a higher-level person in the company, posting your issue on social media while tagging the company, or filing a grievance with federal or state regulators. Agencies like the FTC, Consumer Financial Protection Bureau, and your state’s attorney general may not handle individual cases but do monitor for patterns.
Another route is to file complaints through the Better Business Bureau (BBB), a nonprofit that helps resolve issues by communicating directly with businesses.
The BBB service is free, much like filing with government agencies, and Melanie McGovern, a spokesperson, notes resolution could take up to 30 days. The BBB is open to complaints on any business, even those not already listed on bbb.org.
"If you’re stuck, reach out to the BBB," McGovern advises.
Ask your bank or credit card issuer for help
Bell points out that contacting your bank or credit card company can also be an option, although it might come with a fee. Additionally, you’ll typically need to document your issue, making this a last-resort measure.
Keep a paper trail and use your personal email address
To avoid issues like the one faced by the Reddit user, McGovern suggests using a personal email for subscriptions instead of a work email that could become inaccessible. Additionally, providing a backup email or phone number can be helpful for verifying your identity if needed.
“Cancellation can be a process, so be sure to maintain detailed records,” McGovern advises, which means keeping all related communications organized. Setting up a folder marked "subscriptions" can ease access when you need those emails.
Reddit, as a platform, serves as a virtual forum for users to discuss a range of topics. This discussion often extends to financial matters, providing a glimpse into public opinion on various providers and products. While the anonymity of Reddit ensures privacy, it also means individual claims cannot be verified.
