The Baltimore Sun was reported to the Deceptive Design Tip Line over its subscription cancellation process. According to the report, the customer had previously found it almost impossible to cancel by telephone, and later resubscribed to an offer whose fine print stated the subscription could be cancelled either online or by calling. The reporter says that the cancellation URL simply redirects to a page requiring a phone call, and that the website states conflicting things — telling customers they can cancel online at BaltimoreSun.com/customerservice or by calling, then later in the same paragraph saying they must call.
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The Baltimore Sun: Cancellation process is deceptive
“I subscribed once, a few years ago, to The Baltimore Sun. When I went to cancel I realized I couldn’t so it online and had to call. It was almost impossible to get them to agree to cancel my subscription. I vowed never again. However, I saw an ad for 1 year recently for $4. The fine print specifically stated I could cancel online OR by calling and I thought they finally got their act together. Unfortunately, this is not the case. The URL they cite to cancel just redirects you to having to call. This is deceptive and needs to stop. Now I have to call and go through it all again. Very disappointed. I’ve clicked through every page and you must call. The website says two things that conflict and mislead: “You can cancel your subscription anytime online at BaltimoreSun.com/customerservice or by calling 443-692-9011.”, then turns around and says you have to call later in the paragraph. They know exactly what they are doing.”