---
title: The FTC’s case against Vonage – Customer Service Nightmare as “Dark Patterns”
date: 2022-11-14T00:00:00-05:00
author: "hilary@usesharepoint.com"
canonical_url: "https://www.kelleydrye.com/viewpoints/podcasts/ad-law-access/the-ftcs-case-against-vonage-customer-service-nightmare-as-dark-patterns"
section: Podcast Episodes
---
# The FTC’s case against Vonage – Customer Service Nightmare as ​“Dark Patterns”

 November 14, 2022 | 13 min

 

 

 

 

 

 

 [Kelley Drye Ad Law Access Podcast](https://soundcloud.com/adlawaccess "Kelley Drye Ad Law Access Podcast") · [The FTC’s case against Vonage – Customer Service Nightmare as “Dark Patterns”](https://soundcloud.com/adlawaccess/the-ftcs-case-against-vonage "The FTC’s case against Vonage – Customer Service Nightmare as “Dark Patterns”")

 [Apple](https://podcasts.apple.com/us/podcast/the-ftcs-case-against-vonage-customer-service/id1457734764?i=1000586195450) [Spotify](https://open.spotify.com/episode/0tlkJybgT5dauB46Wus3qA?si=60bfa19f42174365) [SoundCloud](https://soundcloud.com/adlawaccess/the-ftcs-case-against-vonage?utm_source=clipboard&utm_medium=text&utm_campaign=social_sharing) 

 

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.

 

 

 - Share this entry 
    - 
    - 
    - 
    -
- [  View entry pdf ](https://s3.amazonaws.com/cdn.kelleydrye.com/content/uploads/pdf-snapshots/the-ftcs-case-against-vonage-customer-service-nightmare-as-dark-patterns-20240118153941.pdf)
 
 

### Related Services

- [Advertising and Marketing](https://www.kelleydrye.com/practices/advertising-and-marketing)