Undisclosed or Recurring Consumer Charges

How These Disputes Commonly Develop

A consumer signs up for a product, service, or subscription. The initial offer describes a price or fee. The consumer later discovers charges on their account statement that were not clearly disclosed at the time of enrollment — recurring monthly fees, automatic renewal charges, add-on fees, or charges that differ from what was advertised.

The consumer may have difficulty canceling the service, may receive charges after attempting to cancel, or may discover that the cancellation process was not clearly disclosed. In some cases, the same undisclosed or recurring charge affects many consumers who enrolled under the same offer or contract.

Facts That May Help the Firm Understand the Matter

• The initial offer or advertisement and what it said about price
• The written disclosures provided at enrollment, if any
• The charges that appeared on account statements
• How long the charges continued and the total amount
• Whether the consumer attempted to cancel and what happened
• What the business said when the consumer complained
• Whether any refund was offered or provided
• Whether the same offer or contract was used for other consumers
• Whether the charge appeared in the contract or only in fine print
• The name of the business and the product or service involved

Documents to Preserve

• The original offer, advertisement, or enrollment page (screenshot or printout)
• The written contract, terms of service, or enrollment agreement
• Account statements showing the charges
• Cancellation requests and any confirmation received
• Communications with the business about the charges
• Credit card or bank records showing the charges
• Any refund or partial refund documentation

Questions the Intake Should Answer

• What did the original offer say about the price or fee?
• What charges appeared on your account that you did not expect?
• How long did the charges continue and what was the total amount?
• Did you try to cancel? What happened?
• What did the business say when you complained?
• Do you know whether other consumers received the same offer or contract?
• Is there a pending court case, arbitration, or collection matter?