Minnesota Files Suit Against Uber Over Ride-Share App’s Cancellation Policy

(KNSI) – Uber and the state of Minnesota are again locking horns, this time over the popular ride-sharing app’s subscription cancellation policy.

Attorney General Keith Ellison joined a lawsuit on Monday along with the U.S. Federal Trade Commission and a bipartisan group of states, saying that Uber violates the Restore Online Shoppers’ Confidence Act, or ROSCA. The suit alleges that Uber One does not provide the advertised savings, is unclear about when billing will occur, and is extremely difficult to drop.

Ellison says, “Uber deliberately made their Uber One cancellation process long, confusing, and frustrating in the hopes that consumers would give up and let Uber keep taking their hard-earned money. Far too many Minnesotans have lost money to zombie subscriptions they either thought they canceled or didn’t realize they signed up for in the first place, and that’s unacceptable. I’m suing Uber to stop these predatory business practices and force them to do right by the people of Minnesota.”

The suit alleges Uber bills customers before their free trial period is over and, if someone tries to cancel the subscription in the middle of the trial, the service is cut off at that exact moment, not the end of the test period. So, consumers often waited until the last minute, usually after Uber One had billed them.

Ellison also points out the difficult process of canceling the subscription, including scrolling to the bottom of one menu, then navigating to the bottom of two more pages, answering a survey, and being presented with the option to pause the membership rather than cancel it.

Ellison says Uber is in violation of multiple Minnesota state laws, in addition to federal law. The suit was filed in United States District Court in Oakland, California.

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