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  For Release

FTC Takes Action Against Amazon for Enrolling Consumers in Amazon Prime
Without Consent and Sabotaging Their Attempts to Cancel

  Complaint outlines details of company’s knowing failure to address
  non-consensual subscriptions and cancellation trickery
  June 21, 2023

  Tags:
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    * [161]deceptive/misleading conduct
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  The Federal Trade Commission is taking action against Amazon.com, Inc.
  for its years-long effort to enroll consumers into its Prime program
  without their consent while knowingly making it difficult for consumers
  to cancel their subscriptions to Prime.

  In a [166]complaint filed today, the FTC charges that Amazon has
  knowingly duped millions of consumers into unknowingly enrolling in
  Amazon Prime. Specifically, Amazon used manipulative, coercive, or
  deceptive user-interface designs known as “dark patterns” to trick
  consumers into enrolling in automatically-renewing Prime subscriptions.

  Amazon also knowingly complicated the cancellation process for Prime
  subscribers who sought to end their membership. The primary purpose of
  its Prime cancellation process was not to enable subscribers to cancel,
  but to stop them. Amazon leadership slowed or rejected changes that
  would’ve made it easier for users to cancel Prime because those changes
  adversely affected Amazon’s bottom line.

  “Amazon tricked and trapped people into recurring subscriptions without
  their consent, not only frustrating users but also costing them
  significant money,” said FTC Chair Lina M. Khan. “These manipulative
  tactics harm consumers and law-abiding businesses alike. The FTC will
  continue to vigorously protect Americans from “dark patterns” and other
  unfair or deceptive practices in digital markets.”

  For now, the FTC’s complaint is significantly redacted, though the FTC
  has told the Court it does not find the need for ongoing secrecy
  compelling. Nevertheless, the complaint contains a number of
  allegations related to the company’s decision not to make changes to
  prevent nonconsensual enrollment in Prime and the difficulties
  consumers faced in attempting to unsubscribe from the service.
  Specifically, the complaint charges that Amazon used so-called “dark
  patterns” to cause consumers to enroll in Prime without their consent,
  in violation of the FTC Act, and the Restore Online Shoppers’
  Confidence Act.

  During Amazon’s online checkout process, consumers were faced with
  numerous opportunities to subscribe to Amazon Prime at $14.99/month. In
  many cases, the option to purchase items on Amazon without subscribing
  to Prime was more difficult for consumers to locate. In some cases, the
  button presented to consumers to complete their transaction did not
  clearly state that in choosing that option they were also agreeing to
  join Prime for a recurring subscription.

  The FTC charges that Amazon put in place a cancellation process
  designed to deter consumers from successfully unsubscribing from Prime.
  Previous [167]reporting about the process in the media has noted that
  Amazon used the term “Iliad” to describe the process, which the
  reporting cites as an allusion to Homer’s epic poem set over
  twenty-four books and nearly 16,000 lines about the decade-long Trojan
  War.

  Consumers who attempted to cancel Prime were faced with multiple steps
  to actually accomplish the task of cancelling, according to the
  complaint. Consumers had to first locate the cancellation flow, which
  Amazon made difficult. Once they located the cancellation flow, they
  were redirected to multiple pages that presented several offers to
  continue the subscription at a discounted price, to simply turn off the
  auto-renew feature, or to decide not to cancel. Only after clicking
  through these pages could consumers finally cancel the service.

  The complaint notes that Amazon was aware of consumers being
  nonconsensually enrolled and the complex and confusing process to
  cancel Prime that the company’s executives failed to take any
  meaningful steps to address the issues until they were aware of the FTC
  investigation. In the complaint, the FTC also alleges that Amazon
  attempted to delay and hinder the Commission’s investigation in
  multiple instances.

  The Commission vote authorizing the staff to file the complaint was
  3-0. The complaint was filed in the U.S. District Court for the Western
  District of Washington.

  NOTE: The Commission files a complaint when it has “reason to believe”
  that the named defendants are violating or are about to violate the law
  and it appears to the Commission that a proceeding is in the public
  interest. The case will be decided by the court.

  The staff attorneys on this matter are Jonathan Cohen, Olivia Jerjian,
  Max Nardini, and Evan Mendelson of the FTC’s Bureau of Consumer
  Protection.

  The Federal Trade Commission works to promote competition and
  [168]protect and educate consumers. Learn more about consumer topics at
  [169]consumer.ftc.gov, or report fraud, scams, and bad business
  practices at [170]ReportFraud.ftc.gov. Follow the [171]FTC on social
  media, read [172]consumer alerts and the [173]business blog, and
  [174]sign up to get the latest FTC news and alerts.

Contact Information

Media Contact

  [175]Jay Mayfield
  Office of Public Affairs
  [176]202-326-2656

Related Cases

  [177]Amazon.com, Inc. (ROSCA), FTC v.

For Consumers

  Blog: [178]Were you charged for Amazon Prime without your permission?

  [179]Getting In and Out of Free Trials, Auto-Renewals, and Negative
  Option Subscriptions


For Businesses

  Blog: [180]FTC alleges Amazon enrolled people in Prime without consent
  and thwarted members’ attempts to cancel

  [181]Restore Online Shoppers’ Confidence Act

Topics

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  [183]Competition in the Technology Marketplace
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References

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  1. https://www.ftc.gov/news-events/news/press-releases/2023/06/ftc-takes-action-against-amazon-enrolling-consumers-amazon-prime-without-consent-sabotaging-their
  2. https://www.googletagmanager.com/ns.html?id=GTM-KFKRFZQ
  3. https://www.ftc.gov/news-events/news/press-releases/2023/06/ftc-takes-action-against-amazon-enrolling-consumers-amazon-prime-without-consent-sabotaging-their#main-content
  4. https://www.ftc.gov/es
  5. https://reportfraud.ftc.gov/
  6. https://public.govdelivery.com/accounts/USFTCCONSUMER/subscriber/new?topic_id=USFTCCONSUMER_8
  7. https://www.ftc.gov/legal-library
  8. https://www.ftc.gov/enforcement
  9. https://www.ftc.gov/enforcement
 10. https://www.ftc.gov/legal-library/browse
 11. https://www.ftc.gov/legal-library/browse/cases-proceedings
 12. https://www.ftc.gov/enforcement/premerger-notification-program
 13. https://www.ftc.gov/enforcement/merger-review
 14. https://www.ftc.gov/enforcement/anticompetitive-practices
 15. https://www.ftc.gov/enforcement/rulemaking
 16. https://www.ftc.gov/legal-library/browse/statutes
 17. https://www.ftc.gov/enforcement/competition-consumer-protection-guidance-documents
 18. https://www.ftc.gov/legal-library/browse/warning-letters
 19. https://www.ftc.gov/enforcement/consumer-sentinel-network
 20. https://www.ftc.gov/enforcement/criminal-liaison-unit
 21. https://www.ftc.gov/enforcement/refunds
 22. https://www.ftc.gov/enforcement/penalty-offenses
 23. https://www.ftc.gov/enforcement/competition-matters
 24. https://www.ftc.gov/enforcement/report-antitrust-violation
 25. https://www.ftc.gov/about-ftc/bureaus-offices/office-secretary/document-filing
 26. https://www.ftc.gov/legal-library/browse/cases-proceedings/banned-debt-collectors
 27. https://www.ftc.gov/business-guidance/competition-business-guidance
 28. https://www.ftc.gov/enforcement/competition-matters/2023/06/contract-terms-impede-competition-investigations
 29. https://www.ftc.gov/enforcement/competition-matters
 30. https://www.ftc.gov/policy
 31. https://www.ftc.gov/policy
 32. https://www.ftc.gov/legal-library/browse
 33. https://www.ftc.gov/policy/advocacy-research
 34. https://www.ftc.gov/legal-library/browse/advisory-opinions
 35. https://www.ftc.gov/legal-library/browse/cooperation-agreements
 36. https://www.ftc.gov/legal-library/browse/federal-register-notices
 37. https://www.ftc.gov/policy/reports
 38. https://www.ftc.gov/policy/public-comments
 39. https://www.ftc.gov/policy/studies
 40. https://www.ftc.gov/legal-library/browse/testimony
 41. https://www.ftc.gov/legal-library/browse/policy-statements
 42. https://www.ftc.gov/policy/international
 43. https://www.ftc.gov/legal-library/browse/policy-statements
 44. https://www.regulations.gov/search?agencyIds=FTC&sortBy=commentEndDate&sortDirection=desc&withinCommentPeriod
 45. https://www.ftc.gov/legal-library/browse/cases-proceedings/public-statements/memo-chair-lina-m-khan-commission-staff-commissioners-regarding-vision-priorities-ftc
 46. https://www.ftc.gov/policy/advocacy-research/tech-at-ftc/2023/03/inquiry-cloud-computing-business-practices-federal-trade-commission-seeking-public-comments
 47. https://www.ftc.gov/policy/advocacy-research/tech-at-ftc
 48. https://reportfraud.ftc.gov/
 49. http://www.identitytheft.gov/
 50. https://www.donotcall.gov/
 51. https://public.govdelivery.com/accounts/USFTCCONSUMER/subscriber/new?topic_id=USFTCCONSUMER_8
 52. https://public.govdelivery.com/accounts/USFTCBUSINESS/subscriber/new?category_id=USFTCBUSINESS_C1
 53. https://www.consumer.ftc.gov/articles/free-credit-reports
 54. https://www.ftc.gov/enforcement/refunds
 55. https://www.bulkorder.ftc.gov/
 56. https://www.consumer.ftc.gov/
 57. https://www.consumer.ftc.gov/shopping-and-donating
 58. https://www.consumer.ftc.gov/credit-loans-and-debt
 59. https://www.consumer.ftc.gov/jobs-and-making-money
 60. https://www.consumer.ftc.gov/unwanted-calls-emails-and-texts
 61. https://www.consumer.ftc.gov/identity-theft-and-online-security
 62. https://www.consumer.ftc.gov/scams
 63. https://www.ftc.gov/business-guidance
 64. https://www.ftc.gov/business-guidance/advertising-marketing
 65. https://www.ftc.gov/business-guidance/credit-finance
 66. https://www.ftc.gov/business-guidance/privacy-security
 67. https://www.ftc.gov/business-guidance/industry
 68. https://www.ftc.gov/business-guidance/small-businesses
 69. https://www.ftc.gov/business-guidance/resources
 70. https://www.ftc.gov/business-guidance/blog
 71. https://militaryconsumer.gov/
 72. https://consumer.gov/
 73. https://www.ftc.gov/enforcement-policy/competition-enforcement/competition-guidance/competition-counts
 74. https://www.ftc.gov/advice-guidance/competition-guidance
 75. https://www.ftc.gov/news-events
 76. https://www.ftc.gov/news-events/news/press-releases
 77. https://www.ftc.gov/news-events/news/press-releases/2023/06/ftc-files-amicus-brief-cfpb-action-opposing-efforts-weaken-equal-credit-opportunity-act
 78. https://www.ftc.gov/news-events
 79. https://www.ftc.gov/news-events/events/2023/06/graduating-high-school-financial-adulting-101-webinar-june-22-2023
 80. https://www.ftc.gov/news-events/events
 81. https://www.ftc.gov/news-events/news
 82. https://www.ftc.gov/news-events/events
 83. https://www.ftc.gov/news-events/features
 84. https://www.ftc.gov/news-events/topics
 85. https://www.ftc.gov/news-events/data-visualizations
 86. https://www.ftc.gov/news-events/stay-connected
 87. https://www.ftc.gov/news-events/stay-connected
 88. https://www.ftc.gov/news-events/events/open-meetings
 89. https://public.tableau.com/app/profile/federal.trade.commission/viz/Refunds_15797958402020/RefundsbyCase
 90. https://www.ftc.gov/about-ftc
 91. https://www.ftc.gov/about-ftc
 92. https://www.ftc.gov/about-ftc/mission
 93. https://www.ftc.gov/about-ftc/history
 94. https://www.ftc.gov/about-ftc/commissioners-staff
 95. https://www.ftc.gov/about-ftc/bureaus-offices
 96. https://www.ftc.gov/about-ftc/budget-strategy
 97. https://www.ftc.gov/office-inspector-general
 98. https://www.ftc.gov/about-ftc/careers
 99. https://www.ftc.gov/about-ftc/contact
100. https://www.ftc.gov/about-ftc/commissioners-staff/lina-m-khan
101. https://search.usa.gov/search?affiliate=ftc_prod
102. https://www.ftc.gov/legal-library
103. https://www.ftc.gov/es
104. https://reportfraud.ftc.gov/
105. https://public.govdelivery.com/accounts/USFTCCONSUMER/subscriber/new?topic_id=USFTCCONSUMER_8
106. https://www.ftc.gov/legal-library
107. https://www.ftc.gov/enforcement
108. https://www.ftc.gov/legal-library/browse/cases-proceedings
109. https://www.ftc.gov/enforcement/premerger-notification-program
110. https://www.ftc.gov/enforcement/merger-review
111. https://www.ftc.gov/enforcement/anticompetitive-practices
112. https://www.ftc.gov/enforcement/rulemaking
113. https://www.ftc.gov/legal-library/browse/statutes
114. https://www.ftc.gov/enforcement/competition-consumer-protection-guidance-documents
115. https://www.ftc.gov/legal-library/browse/warning-letters
116. https://www.ftc.gov/enforcement/consumer-sentinel-network
117. https://www.ftc.gov/enforcement/criminal-liaison-unit
118. https://www.ftc.gov/enforcement/refunds
119. https://www.ftc.gov/enforcement/penalty-offenses
120. https://www.ftc.gov/enforcement/competition-matters
121. https://www.ftc.gov/policy
122. https://www.ftc.gov/policy/advocacy-research
123. https://www.ftc.gov/legal-library/browse/advisory-opinions
124. https://www.ftc.gov/legal-library/browse/cooperation-agreements
125. https://www.ftc.gov/legal-library/browse/federal-register-notices
126. https://www.ftc.gov/policy/reports
127. https://www.ftc.gov/policy/public-comments
128. https://www.ftc.gov/policy/studies
129. https://www.ftc.gov/legal-library/browse/testimony
130. https://www.ftc.gov/legal-library/browse/policy-statements
131. https://www.ftc.gov/policy/international
132. http://consumer.ftc.gov/
133. https://militaryconsumer.gov/
134. https://consumer.gov/
135. https://www.ftc.gov/business-guidance
136. https://www.ftc.gov/advice-guidance/competition-guidance
137. https://bulkorder.ftc.gov/
138. https://www.ftc.gov/news-events
139. https://www.ftc.gov/news-events/news
140. https://www.ftc.gov/news-events/events
141. https://www.ftc.gov/news-events/features
142. https://www.ftc.gov/news-events/topics
143. https://www.ftc.gov/news-events/data-visualizations
144. https://www.ftc.gov/news-events/stay-connected
145. https://www.ftc.gov/about-ftc
146. https://www.ftc.gov/about-ftc/mission
147. https://www.ftc.gov/about-ftc/history
148. https://www.ftc.gov/about-ftc/commissioners-staff
149. https://www.ftc.gov/about-ftc/bureaus-offices
150. https://www.ftc.gov/about-ftc/budget-strategy
151. https://www.ftc.gov/office-inspector-general
152. https://www.ftc.gov/about-ftc/careers
153. https://www.ftc.gov/about-ftc/contact
154. https://www.ftc.gov/legal-library
155. https://www.ftc.gov/
156. https://www.ftc.gov/news-events
157. https://www.ftc.gov/news-events/news
158. https://www.ftc.gov/news-events/news/press-releases
159. https://www.ftc.gov/consumer-protection
160. https://www.ftc.gov/bureau-consumer-protection
161. https://www.ftc.gov/terms/deceptivemisleading-conduct
162. https://www.ftc.gov/industry/technology
163. https://www.ftc.gov/business-guidance/advertising-marketing
164. https://www.ftc.gov/business-guidance/advertising-marketing/online-advertising-marketing
165. https://www.ftc.gov/business-guidance/advertising-marketing/advertising-marketing-basics
166. https://www.ftc.gov/system/files/ftc_gov/pdf/amazon-rosca-public-redacted-complaint-to_be_filed.pdf
167. https://www.businessinsider.com/amazon-project-iliad-made-cancel-prime-membership-harer-leaked-data-2022-3
168. https://www.ftc.gov/about-ftc/bureaus-offices/bureau-consumer-protection
169. https://consumer.ftc.gov/
170. https://reportfraud.ftc.gov/
171. https://www.ftc.gov/news-events/stay-connected/social-media
172. https://consumer.ftc.gov/consumer-alerts
173. https://www.ftc.gov/business-guidance/blog
174. https://www.ftc.gov/news-events/stay-connected
175. mailto:[email protected]
176. tel:202-326-2656
177. https://www.ftc.gov/legal-library/browse/cases-proceedings/2123050-amazoncom-inc-rosca-ftc-v
178. https://consumer.ftc.gov/consumer-alerts/2023/06/were-you-charged-amazon-prime-without-your-permission
179. https://consumer.ftc.gov/articles/getting-and-out-free-trials-auto-renewals-and-negative-option-subscriptions#How to stop a subscription
180. https://www.ftc.gov/business-guidance/blog/2023/06/ftc-alleges-amazon-enrolled-people-prime-without-consent-thwarted-members-attempts-cancel
181. https://www.ftc.gov/legal-library/browse/statutes/restore-online-shoppers-confidence-act
182. https://www.ftc.gov/news-events/topics/truth-advertising/protecting-consumers
183. https://www.ftc.gov/advice-guidance/competition-guidance/industry-guidance/competition-technology-marketplace
184. https://www.ftc.gov/news-events/news/press-releases/2023/06/ftc-takes-action-against-amazon-enrolling-consumers-amazon-prime-without-consent-sabotaging-their#top
185. https://reportfraud.ftc.gov/
186. https://public.govdelivery.com/accounts/USFTCCONSUMER/subscriber/new?topic_id=USFTCCONSUMER_8
187. https://www.ftc.gov/legal-library
188. https://www.ftc.gov/enforcement
189. https://www.ftc.gov/legal-library/browse/cases-proceedings
190. https://www.ftc.gov/enforcement/premerger-notification-program
191. https://www.ftc.gov/enforcement/merger-review
192. https://www.ftc.gov/enforcement/anticompetitive-practices
193. https://www.ftc.gov/enforcement/rulemaking
194. https://www.ftc.gov/legal-library/browse/statutes
195. https://www.ftc.gov/enforcement/competition-consumer-protection-guidance-documents
196. https://www.ftc.gov/legal-library/browse/warning-letters
197. https://www.ftc.gov/enforcement/consumer-sentinel-network
198. https://www.ftc.gov/enforcement/criminal-liaison-unit
199. https://www.ftc.gov/enforcement/refunds
200. https://www.ftc.gov/enforcement/penalty-offenses
201. https://www.ftc.gov/enforcement/competition-matters
202. https://www.ftc.gov/policy
203. https://www.ftc.gov/policy/advocacy-research
204. https://www.ftc.gov/legal-library/browse/advisory-opinions
205. https://www.ftc.gov/legal-library/browse/cooperation-agreements
206. https://www.ftc.gov/legal-library/browse/federal-register-notices
207. https://www.ftc.gov/policy/reports
208. https://www.ftc.gov/policy/public-comments
209. https://www.ftc.gov/policy/studies
210. https://www.ftc.gov/legal-library/browse/testimony
211. https://www.ftc.gov/legal-library/browse/policy-statements
212. https://www.ftc.gov/policy/international
213. http://consumer.ftc.gov/
214. https://militaryconsumer.gov/
215. https://consumer.gov/
216. https://www.ftc.gov/business-guidance
217. https://www.ftc.gov/advice-guidance/competition-guidance
218. https://bulkorder.ftc.gov/
219. https://www.ftc.gov/news-events
220. https://www.ftc.gov/news-events/news
221. https://www.ftc.gov/news-events/events
222. https://www.ftc.gov/news-events/features
223. https://www.ftc.gov/news-events/topics
224. https://www.ftc.gov/news-events/data-visualizations
225. https://www.ftc.gov/news-events/stay-connected
226. https://www.ftc.gov/about-ftc
227. https://www.ftc.gov/about-ftc/mission
228. https://www.ftc.gov/about-ftc/history
229. https://www.ftc.gov/about-ftc/commissioners-staff
230. https://www.ftc.gov/about-ftc/bureaus-offices
231. https://www.ftc.gov/about-ftc/budget-strategy
232. https://www.ftc.gov/office-inspector-general
233. https://www.ftc.gov/about-ftc/careers
234. https://www.ftc.gov/about-ftc/contact
235. https://www.ftc.gov/policy-notices/privacy-policy
236. https://www.ftc.gov/policy-notices
237. https://www.ftc.gov/policy-notices/accessibility
238. https://www.ftc.gov/foia
239. https://www.ftc.gov/policy-notices/no-fear-act
240. https://www.ftc.gov/office-inspector-general
241. https://www.usa.gov/

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244. https://www.facebook.com/federaltradecommission
245. https://twitter.com/FTC
246. https://www.linkedin.com/company/163780/
247. https://www.youtube.com/ftcvideos
248. https://www.ftc.gov/news-events/stay-connected#RSS
249. https://www.ftc.gov/
250. https://www.facebook.com/federaltradecommission
251. https://twitter.com/FTC
252. https://www.linkedin.com/company/163780/
253. https://www.youtube.com/ftcvideos
254. https://www.ftc.gov/news-events/stay-connected#RSS

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