Nora Kelly from Montreal has expressed feeling deceived by Uber after discovering unauthorized charges for a monthly membership called Uber One on her credit card statements. Kelly found five consecutive charges of $11.49 each dating back to February, despite claiming she never signed up for the membership.
Similar stories were reported by five other Uber users across Canada, including Leah Billard from Ottawa, who disputed a $108.48 charge for Uber One that she insists she never authorized. Despite Uber’s arguments against her claim, Billard’s bank ruled in her favor, leading to a refund of the unauthorized charge.
Following the initial report, CBC News received numerous complaints from individuals who alleged being unknowingly enrolled in Uber One and being charged monthly without consent. The situation mirrors complaints in the U.S., where the Federal Trade Commission (FTC) and 21 states filed a lawsuit against Uber in December 2025, accusing the company of deceptive billing practices.
Toronto tech expert Ritesh Kotak suggested that dark patterns, subtle design tactics on websites and apps intended to manipulate user decisions, could be responsible for customers unknowingly signing up for subscriptions like Uber One. A 2024 report by Canada’s Office of the Privacy Commissioner revealed that 99% of websites and apps assessed contained indicators of dark patterns.
Uber denied using dark patterns to enroll customers in Uber One without consent, emphasizing that customers must actively choose to sign up. However, the FTC lawsuit also alleged that Uber made it challenging for customers to cancel unwanted memberships, effectively trapping them in recurring subscriptions.
Despite Uber’s claims, Kelly faced difficulties canceling her membership and obtaining a full refund for the unauthorized charges. Uber eventually issued a refund for the remaining charges and offered a credit for Uber services to Kelly, maintaining that she had willingly signed up for Uber One.
Concerns about dark patterns persist in Canada, with calls for specific legislation to address such deceptive design tactics. Innovation, Science and Economic Development Canada stated that dark patterns are covered under the Competition Act, which prohibits false or deceptive marketing practices. Consumer advocates stress the importance of transparency and informed decision-making to protect consumers from manipulative tactics like dark patterns.