The new effort from the Biden-Harris administration is focused on “the corporate practice of giving people the run around, wasting their precious time and money,” according to the White House’s fact sheet. In particular, the aim is tackling the seemingly minor inconveniences that add up to major hassle at the expense of consumers:
Americans know these practices well: it’s being forced to wait on hold just to get the refund we’re owed; the hoops and hurdles to cancel a gym membership or subscription; the unnecessary complications of dealing with health insurance companies; the requirements to do in-person or by mail what could easily be done with a couple of clicks online; and confusing, lengthy, or manipulative forms that take unnecessary time and effort.
These hassles don’t just happen by accident. Companies often deliberately design their business processes to be time-consuming or otherwise burdensome for consumers, in order to deter them from getting a rebate or refund they are due or canceling a subscription or membership they no longer want—all with the goal of maximizing profits.
