``It is likely illegal to make people call or chat when canceling a subscription,'' the state attorney general pointed out.
Some people may have registered for a subscription service such as music or video distribution, but have had trouble canceling the service due to the complicated process. The state of New York in the United States has filed a lawsuit against
Attorney General James Sues SiriusXM Radio for Trapping Consumers in Unwanted Subscriptions
https://ag.ny.gov/press-release/2023/attorney-general-james-sues-siriusxm-radio-trapping-consumers-unwanted
New York's attorney general says SiriusXM's annoying cancellation process is actually illegal - The Verge
https://www.theverge.com/2023/12/21/24010975/siriusxm-lawsuit-new-york-tish-james-cancel
SiriusXM is a radio broadcasting company headquartered in New York City, and in recent years has expanded beyond traditional satellite radio broadcasting to Internet distribution and podcast apps. New York Attorney General Letitia James' office filed a lawsuit on December 20, 2023, alleging that SiriusXM violated New York state business law by 'deliberately making it difficult to cancel subscription services.' I woke you up.
According to the state attorney general's office, customers who wish to cancel their SiriusXM subscription service must speak to a representative by phone or online chat. At this time, in order to retain the customer, the representative repeatedly asks various questions and offers discount offers, prolonging the conversation and encouraging the customer to give up on canceling.
SiriusXM data shows that subscribers spend an average of 11.5 minutes on the phone and nearly 30 minutes online to cancel. It also takes time to connect with a representative, with online chat wait times sometimes reaching 20 minutes or more, according to the state attorney general's office.
The state attorney general's office complaint alleges that SiriusXM violated state and federal laws regarding auto-renewing subscriptions by failing to provide users with a simple and easy-to-use cancellation method.
'Having to endure a long and frustrating process to cancel a subscription is a stressful burden that no one likes,' said Attorney General James. It's illegal. Consumers should be able to comfortably cancel subscriptions they no longer use or need. Companies have a legal obligation to make cancellation easy.' pointed out that it is likely to be illegal.
'Like many consumer businesses, we offer a variety of options for customers to sign up for or cancel their SiriusXM subscriptions,' a SiriusXM spokesperson told technology media outlet The Verge. 'After receiving and reviewing the complaint, we intend to vigorously defend ourselves against these baseless allegations, which materially misrepresent SiriusXM's practices.'
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