Mamdani urges New Yorkers to report subscription traps

# NYC Mayor Zohran Mamdani Urges Residents to Report Businesses That Make Subscription Cancellations Difficult

New York City Mayor Zohran Mamdani is urging residents to report businesses that make it difficult to cancel subscriptions, drawing attention to the city’s new consumer protection rule that took effect October 1. The regulation, known as “Click-to-Cancel,” requires businesses to provide customers with a straightforward way to end recurring subscriptions and clearly communicate subscription terms and consumer rights.

In a post on X on October 11, Mamdani emphasized that cancelling a service should be as simple as signing up for it. “Cancelling a subscription shouldn’t be this hard. If you can sign up with a click, you must be able to cancel with one,” he wrote, directing residents to the city’s online complaint portal at nyc.gov/click-to-cancel.

The portal allows consumers to report companies that impose unnecessary obstacles when customers attempt to terminate recurring payments. New York City’s Department of Consumer and Worker Protection (DCWP) will review the complaints and can work with consumers and businesses to address disputes and resolve potential violations.

The mayor’s reminder highlights the city’s effort to tackle subscription practices that can leave consumers paying for services they no longer want. Under the new rule, businesses must make cancellation procedures as accessible as their enrollment processes. For instance, customers who subscribe to a service online generally cannot be required to cancel by telephone or visit a physical location when the rule requires an equally convenient online option.

The regulation covers automatically renewing subscriptions and continuous-service agreements, including free trials that transition into paid memberships. Businesses must clearly disclose automatic renewal conditions, explain relevant subscription terms and notify consumers of changes to those terms. The requirements are intended to help customers understand what they are agreeing to and avoid unexpected recurring charges.

Consumers can use the complaint portal to report several types of problems, including businesses that delay cancellations, make termination unnecessarily complicated or fail to disclose automatic renewal conditions. Complaints can also involve situations in which companies send products that customers did not request and subsequently require them to return or pay for those items.

The system enables residents to track the status of their submissions using the complaint number provided after filing. In addition to the online portal, consumers can submit complaints by mail or fax, giving residents alternative ways to seek assistance.

Businesses found to have violated the requirements may face civil penalties starting at $525 per violation. They could also be required to provide restitution to affected consumers, depending on the circumstances. The city’s enforcement framework is intended to hold businesses accountable for practices that undermine consumers’ ability to manage their subscriptions and recurring expenses.

City officials have estimated that the regulation could save New Yorkers as much as $162.5 million annually by reducing unwanted subscription payments and deceptive billing practices. The estimate, cited by the mayor’s office, comes from research by the Roosevelt Institute and underscores the potential financial impact of making cancellations easier.

The policy builds on an initiative Mamdani announced in July, when his administration proposed a municipal regulation aimed at addressing subscription traps and simplifying the process of ending recurring services. The finalized rule took effect October 1, marking the beginning of enforcement and the availability of the city’s dedicated complaint portal.

The measure reflects growing attention to consumer frustrations involving subscription-based services, where signing up can take only seconds while cancelling may require navigating multiple screens, contacting customer service or following complicated procedures. By requiring a simpler cancellation process, the city aims to give residents greater control over their payments and reduce the burden of unwanted memberships.

According to the mayor’s office, New York City is the first municipality in the United States to implement a Click-to-Cancel rule. The city is positioning the measure as part of a broader effort to strengthen consumer protections and make businesses more transparent about recurring charges.

Mamdani’s latest appeal encourages residents who encounter cancellation barriers to use the complaint system rather than simply continue paying for unwanted services. As enforcement begins, reports submitted through the portal will help the DCWP identify potential violations and determine where intervention may be necessary.