The FTC's Case Against Vonage – Customer Service Nightmare As "Dark Patterns"

In a case that will likely resonate with many readers, the FTC's recent settlement with Vonage describes in excruciating detail the obstacles and costs that Vonage allegedly imposed on consumers when they tried to cancel their phone service. In many ways, it's a typical FTC case involving deception, unauthorized charges, and misuse of a "negative option" that makes it simple to sign up and almost impossible to cancel. However, the FTC's characterization of the practices as "dark patterns," coupled with some other features, make this case stand out. Indeed, any company with a "customer retention strategy" (which is apparently what this was) would be wise to pay attention.

The FTC's Complaint