Nora Kelly from Montreal has expressed feeling deceived by Uber after discovering multiple unauthorized charges for a monthly membership called Uber One on her credit card statements. Kelly identified five consecutive charges of $11.49 each dating back to February, all related to the Uber One program, which she claims she never signed up for. She described the situation as shocking and unsettling, feeling as though she had been tricked.
Similar incidents were reported by five other Uber users across Canada. They shared experiences of being automatically enrolled in Uber One without their consent, only realizing when they noticed unexpected charges on their credit cards. Leah Billard, from Ottawa, highlighted a mysterious $108.48 charge for Uber One in March, insisting she had not agreed to the membership. Despite Uber’s argument against Billard’s claim, her bank ruled in her favor, refunding the disputed amount.
Following the initial report, CBC News received multiple complaints from individuals who also found themselves involuntarily signed up for Uber One and charged monthly fees. In the U.S., issues regarding unwanted Uber One memberships led to legal action by the Federal Trade Commission (FTC) and 21 states, alleging deceptive billing practices against Uber.
Tech expert Ritesh Kotak suggested that subtle design techniques known as dark patterns could be responsible for customers unknowingly subscribing to services. Dark patterns, strategically integrated into websites and apps, manipulate users into making decisions without full awareness. A report by Canada’s Office of the Privacy Commissioner found that nearly all assessed websites and apps included elements of dark patterns.
Uber customers interviewed by CBC claimed they had no memory of consenting to Uber One membership, indicating the potential effectiveness of dark patterns in online interactions. Dark patterns have also been associated with practices like sneaking additional items into digital shopping carts without explicit user approval.
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’s statements were echoed by its U.S. counterpart, which defended the transparency and simplicity of Uber One’s enrollment and cancellation processes.
Concerns have been raised about the difficulty of canceling unwanted memberships, with customers struggling to retrieve their funds. Kelly, in particular, faced challenges in canceling her membership and obtaining full refunds for the unauthorized charges. Despite Uber’s claims that Kelly had willingly signed up, the company eventually issued a refund and a service credit following CBC’s involvement.
As discussions around dark patterns intensify, questions arise about regulating such practices in Canada. While existing laws like the Competition Act address deceptive marketing, calls have been made for specific legislation targeting dark patterns to safeguard consumer rights and ensure transparent decision-making processes.
