![FTC Adds Senior Executives Who Played Key Roles in Prime Enrollment Scheme to Case Against Amazon FTC Adds Senior Executives Who Played Key Roles in Prime Enrollment Scheme to Case Against Amazon](https://www.ftc.gov/themes/custom/ftc_uswds/img/ftc_social_share_default_en.jpg)
The Federal Trade Commission has named three senior Amazon executives in an amended complaintĀ in its case against the company for its years-long effort to enroll consumers into its Prime program without their consent while knowingly making it difficult for consumers to cancel their Prime subscriptions.
Named in the amended complaint are Neil Lindsay, who served as senior vice president overseeing Prime and now serves on the companyās overall leadership team; Russell Grandinetti, who also serves as a senior vice president overseeing Prime; and Jamil Ghani, a company vice president who oversees the Prime subscription program.
In addition to naming these individuals, the amended complaint includes significant new details of Amazonās alleged misconduct that were redacted in the original complaint, including the contents of internal company emails and messages that show the extent to which the company and its management team were aware of the misconduct.
The FTCās amended complaint charges that Lindsay, Grandinetti, and Ghani were fully aware of the issues surrounding consumers being subscribed to Prime without their consent and then facing significant hurdles when trying to cancel. The executives were informed by other Amazon employees in emails, meetings, and presentations about these issues and encouraged to make changes to stop Amazon from tricking its customers, but the executives chose not to act, according to the complaint.
The complaint alleges that the company and its executives instead slowed, avoided, and even reversed user experience changes that they knew would reduce nonconsensual enrollment because those changes would also negatively affect Amazonās bottom line. As one draft internal memo stated, Amazon decided āclarifyingā the enrollment process was not the āright approachā because it would cause a āshockā to business performance.
Amazon also created an allegedly labyrinthine cancellation process for Prime that the company called āIliad,ā the name of Homerās epic about the long, arduous Trojan War. While Amazonāunder pressure from the FTCāmade some changes to its processes just before the agencyās initial complaint was filed, the Iliad cancellation flow was in place for years. The complaint alleges that Amazon and its leadershipāincluding Lindsay, Grandinetti, and Ghaniāslowed or rejected user experience changes that would have made Iliad simpler for consumers because those changes would hurt Amazonās profits.
Newly Unredacted Information
The unredacted complaintās allegations also revealed:
- Excerpts from an Amazon document that uses the term āmisdirectionā to refer to the companyās practice of forcing consumers to find a small blue text link to make a purchase without joining Prime, while using a far more prominent button saying āGet FREE Two-Day Shippingā that actually enrolls consumers in Prime.
- Information about tactics used by the company to force consumers into the complex Iliad cancellation flow, such as a company policy that required Amazon customer service employees to direct consumers who called to cancel Prime to the Iliad flow online, even though customer service agents had the ability to process the cancellation. Ā
- Findings highlighted in a company newsletter that said, āThe issue of accidental Prime-sign ups is well documentedā and acknowledging that Prime customers āsign[] up accidentally and/or [don’t] see auto-renewal terms.ā
- Statements from Amazon employees acknowledging the companyās use of user flows ādesigned to mislead or trick users to make them do something they donāt want to do, like signing up for a recurring bill.āĀ Amazon employees began raising this issue for company leaders, who refused to take action, as early as 2016.
- Details about Amazonās attempts to delay and hinder the FTCās investigation of these issues, including attempting to apply legal privilege to documents that were not privileged and concealing the existence of other relevant, damaging documents.
The Commission vote authorizing the staff to file the complaint was 3-0. The complaint was filed in the U.S. District Court for the Western District of Washington.
NOTE: The Commission files a complaint when it has āreason to believeā that the named defendants are violating or are about to violate the law and it appears to the Commission that a proceeding is in the public interest. The case will be decided by the court.
The staff attorneys on this matter are Evan Mendelson, Olivia Jerjian, and Max Nardini of the FTCās Bureau of Consumer Protection.
Official news published at https://www.ftc.gov/news-events/news/press-releases/2023/09/ftc-adds-senior-executives-who-played-key-roles-prime-enrollment-scheme-case-against-amazon