Uber was reported to the Deceptive Design Tip Line over the cancellation of its Uber One membership. According to the report, the help topic stated that the membership could be cancelled up to 48 hours before the next scheduled payment, leading the reporter to expect they could cancel and use up the remaining time. When they followed the directions, the “End membership” button was not present, leaving them feeling forced to schedule a reminder 48 hours before the next payment and to consult their bank statements to work out when that payment would fall.
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Uber: Instructions to cancel are not reflective of in-app experience
“I found Uber One no longer useful to me so I decided I wanted to cancel the subscription. Reading their help topic on cancelling, I was bemused by the line: “You can cancel your membership upto 48 hours before your next scheduled payment”. I was expecting I could simply cancel and then use up the remaining period of time, similar to any other cancellation experience. I followed the directions to hopefully find the “End membership” button anyway. It wasn’t there. I am essentially forced to set a schedule a date in my diary 48 hours before the next payment is taken from me. But I need to know when this occurs, so I used my bank statements to find out, it’s a month from now.”