DT Media BV has corrected an error regarding a price increase for ad-free subscriptions within Dutch media app Dumpert
Summary
- DT Media BV failed to properly inform customers about a price change.
- ACM confronted the company about this.
- DT Media has acknowledged the error, and took corrective actions straight away.
DT Media BV, the company behind Dutch media platform Dumpert, will refund a group of customers after a price increase of their current ad-free subscriptions within the Dumpert app. The company failed to properly inform these customers about this price change. The Netherlands Authority for Consumers and Markets (ACM) confronted DT Media following reports from users of the Dumpert app. Having been confronted by ACM, DT Media acknowledged the error, and took corrective actions of its own accord.
In the group of affected customers, the price of ad-free subscriptions within the Dumpert app was raised from 3.99 euros to 39.99 euros per year. Under consumer law, businesses cannot unilaterally change the price of existing subscriptions just like that. For example, consumers must be clearly informed in advance of any price increases, and, in many cases, must be given the opportunity to cancel the subscription immediately and free of charge. This was not done properly in this case.
ACM confronted DT Media BV about this, and the company itself offered a solution to resolve the issue for the affected customers. The more than 450 affected subscribers were notified via a message in the app, and will be refunded the excess amount when they fill out a form. Additionally, the affected users will continue to enjoy the functionalities of the ad-free subscription free of charge for the remainder of the current subscription period. Nothing will change for customers that use the free version of the app.
Online-consumer rights
ACM has various tools at its disposal to tackle consumer issues. In this case, it chose to contact the company straight away, after which it adjusted its practices. Providing clear information about price changes in a timely manner enables consumers to make an informed choice about whether they wish to continue their subscription and, where necessary, to be able to exercise their rights. Not only does this contribute to consumer confidence, but also to a level playing field for businesses that do comply with the rules. By enforcing compliance with the consumer rules, ACM contributes to well-working markets for all people and businesses, now and in the future.
Consumers that experience similar problems with other companies may file reports with ACM’s consumer information portal ACM ConsuWijzer. They can also find information about their rights on ACM ConsuWijzer’s website.