What Should You Do If A Company’s Free Trial Isn’t Actually Free?

If a consumer finds that a company’s free trial is not genuinely free and involves hidden charges or conditions, there are several steps they can take to address the issue:

Steps to Take

1. Review the Terms and Conditions:

Carefully read the terms and conditions associated with the free trial. Look for any mention of fees, automatic renewals, or conditions that may apply.

2. Document Everything:

Keep records of all communications with the company, including advertisements, emails, and screenshots of the trial offer. This documentation will be helpful if you need to escalate the matter.

3. Contact Customer Service:

Reach out to the company’s customer service to express your concerns about the misleading nature of the free trial. Request clarification on the charges and seek a resolution, such as cancellation or a refund.

4. Cancel the Trial:

If you wish to avoid charges, cancel the free trial as soon as possible. Follow the cancellation instructions provided in the terms and conditions to ensure it is processed correctly.

5. File a Complaint:

If the company does not resolve your issue satisfactorily, you can file a complaint with the Federal Trade Commission (FTC) or your state’s attorney general’s office. They can investigate deceptive practices and take action against the company.

6. Seek Refunds:

If you were charged despite believing you were in a free trial, contact the company to request a refund. If necessary, escalate the matter to your bank or credit card provider to dispute the charge.

7. Consider Legal Action:

In cases of significant financial harm or widespread deceptive practices, you may consider legal action. Consulting with a lawyer experienced in consumer protection can help determine the best course of action.

Legal Protections

1. FTC Regulations:

The FTC prohibits deceptive advertising practices, including misleading representations about free trials. Companies must clearly disclose any conditions or charges associated with such offers.

2. Consumer Protection Laws:

Many states have laws that provide additional protections against misleading advertising practices, allowing consumers to seek remedies for false claims.

Example

If a consumer signs up for a free trial of a subscription service but later finds that their credit card was charged for a monthly fee without prior notice, they should document the charges, cancel the trial immediately, and report the deceptive practices to the FTC while seeking a refund.