AG James Seeks to Cancel Onerous Consumer Cancellation Processes

  • New York AG Letitia James settled with Cerebral, Inc. to resolve allegations that the online mental health provider required consumers to go through a lengthy, multi-step process to cancel their subscriptions; continued to charge some consumers after they cancelled; and directed employees to submit positive reviews, “downvote” negative reviews, and ask consumers to remove negative reviews.
  • Under the terms of the settlement, the company must pay $200,000 in penalties and over $540,000 in restitution.
  • Separately, AG James filed a lawsuit against SiriusXM Radio, Inc. alleging that the media company’s cancellation process violated consumer protection laws. The complaint alleges that the company required consumers to endure long wait times to be connected to customer service agents in order to cancel subscriptions and trained its agents to present consumers with multiple renewal offers when they attempted cancellation.
  • The lawsuit seeks injunctive relief, restitution, damages, disgorgement, civil penalties, and costs, among other relief.