'Amazon Prime is too hard to cancel,' consumer groups indict Amazon


by

Marco Verch Professional Photographer

Many people who have subscribed to Amazon Prime have had the experience of being successfully detained when trying to cancel. The Norwegian Consumer Council , a Norwegian government-affiliated consumer protection agency, said on January 14, 2021, 'Amazon unfairly prevents Amazon Prime members from leaving and violates the law. We are doing it. ' In response, 16 consumer groups in Europe and the United States have filed proceedings against Amazon.

Amazon manipulates customers to stay subscribed --Forbrukerrådet: Forbrukerrådet
https://www.forbrukerradet.no/news-in-english/amazon-manipulates-customers-to-stay-subscribed/

Consumer Groups Target Amazon Prime's Cancellation Process --The New York Times
https://www.nytimes.com/2021/01/14/world/europe/amazon-prime-cancellation-complaint.html

Can't figure out how to end your Amazon Prime sub? These complaints could help… | TechCrunch
https://techcrunch.com/2021/01/14/cant-figure-out-how-to-end-your-amazon-prime-sub-these-complaints-could-help/

The following is a movie created by the Norwegian Consumer Council ironically about the difficulty of canceling Amazon Prime.

How Amazon manipulates customers to stay subscribed --YouTube


An Amazon Prime member is visiting the Amazon site to unsubscribe. First, open the menu and then select 'Account Services'.



This is the end of the smooth process. To cancel, you must search for 'Set / Change Prime Membership Information' from the menu with similar items.



Next, click 'Manage Credentials', which is displayed inconspicuously in gray letters instead of the most prominent orange button.



Notification settings related to automatic renewal will be displayed, but click 'End membership'.



Then, member benefits such as Amazon Prime Video will be displayed endlessly, so scroll down.



Select 'End Benefits' from the three orange buttons lined up.



'If you switch to annual payment, you can save $ 36.8 (about 3818 yen)', but you will see a complaint to keep it, but ignore it and scroll down.



In addition, three orange buttons appear. Click 'Continue Cancellation' again.



You will see three orange buttons again, but this time they are all incorrect. Scroll ...



Click 'Cancel Now'.



I was finally able to cancel Amazon Prime.



According to a (PDF file)

survey conducted by the Norwegian Consumers Council, one in four Norwegian consumers said that it is difficult to understand how to cancel a membership-based paid service.

Regarding the Amazon Prime cancellation procedure where the screen changes six times, the Norwegian Consumer Council said, 'Many consumers who tried to cancel Amazon Prime have complicated navigation menus, confusing expressions, confusing options, extra suggestions, etc. We are facing a number of hurdles. ' He accuses him of falling into a dark pattern that causes unnecessarily complicated and confusing procedures.

Finn Lützow-Holm Myrstad, Head of Digital Services at the Norwegian Consumer Council, said in a statement, 'It must be as easy to cancel as it is to join a paid member. Current business practices that mislead consumers who want to unsubscribe not only betray their expectations and trust, but also violate the law. '

According to the Norwegian Consumers Council, 16 consumer groups in Europe and the United States have taken legal steps against Amazon following the announcement.


by Stock Catalog

'Amazon should pay more respect to consumers than it cares to discourage consumers,' said Burcu Kilic, head of the digital rights program at Public Citizen , an American consumer organization. I did. The group has requested the Federal Trade Commission (FTC) in a letter to investigate whether Amazon has violated the law.

In response to these moves, Amazon said, 'Amazon Prime allows members to cancel at any time with just a few clicks and phone calls. Customer trust is the cornerstone of all our products and services. We will reject allegations that our cancellation process is unfair or uncertain, 'he said in a statement, clearly denying allegations.

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