Content by: Wendy Busse-Coleman | Blog | 2 Minute Read | June 19, 2026
Customer service used to focus on helping people with their problems. Now, it often feels like it’s more about making it hard for you to get help. We see automated responses that lack real understanding, sneaky price increases hidden in renewal emails, and complicated return processes that frustrate you. Companies are putting up barriers between you and your rights as a consumer.
Subscription Watch is an app I created to break down those barriers. It aims to reveal these tactics and provide you with the tools you need to stand up for yourself.
Recently, I’ve come across three companies: Xfinity, SiriusXM, and FLOWN (formerly NUMOYA). They all seem to use a similar approach: making it really difficult for customers to get help, cancel services, or return products.
Different industries.
Different products.
Same playbook.
And it's time to talk about it.
1️⃣ Xfinity: The Bot That Pretends to Help While Blocking You
When I asked Xfinity a simple question about my bill, their bot told me my account was "inactive" but refused to explain why. When I typed:
"Connect me with a human and explain in detail what you see about my account."
[FYI - my account is very much alive and active.]
The bot responded with:
"I understand your frustration. However, I am unable to proceed with connecting you to a live agent..."
I reminded the bot that it’s not human, so it doesn’t have feelings and can’t really get why I’m frustrated. And once again, I asked to chat with a live agent.
No explanation.
No escalation.
No path forward.
This isn't customer service. This is a digital blockade.
2️⃣ SiriusXM: The 389% Price Increase They Hoped I Wouldn’t Notice
Then came SiriusXM.
My rate was $5.30/month a loyalty offer they gave me to keep me from canceling. Suddenly, I receive an automatic renewal notice showing my new price will be $25.99/month. Beginning July 13th.
A 389% increase.
And here's the part that matters:
This is the first communication I've received about ANY price increase. Not even in February 2026 when they claim rates went up.
This is a classic negative option billing trap:
- Hide the increase behind "then-current rate" language.
- Hope the customer doesn't notice.
- Push the charge through automatically.
This is exactly the kind of behavior the FTC (Federal Trade Commission) has been warning companies about.
3️⃣ The Haircare Company (FLOWN): Withholding the Return Address Unless I Send a Photo
Finally, a haircare company, (FLOWN formerly NUMOYA) I purchased a device from refused to give me the return address unless I sent them a photo of the product.
Their return policy says nothing about photos.
Nothing about proof.
Nothing about extra steps.
Yet their email said:
"Once I get the photo, I'll send you the return instructions."
This is not "warehouse coordination." Thou they are claiming.
This is return obstruction. Adding new requirements after the sale to delay or discourage refunds.
They even suggested I "gift it to someone." Instead of returning. Seriously!
That's not customer service.
That's manipulation.
4️⃣ The Pattern: Obstruction as a Business Model
Across all three (3) cases, the tactics are identical:
- Bots that pretend to empathize but refuse to help.
- Renewal notices that hide massive price increase.
- Return processes that add new requirements after the purchase.
- Scripted empathy designed to soften denial.
- Friction added intentionally to make customers give up.
This isn't accidental.
This is the new customer service model, and it's built on obstruction, not support.
5️⃣ The Consumer Rights Checklist
To help you recognize these tactics, I created a Subscription Watch Consumer Rights Checklist.
If a company:
- misrepresents your account
- blocks access to a human representative
- traps you in loops (like a bot that won't redirect no matter how many times you request it)
- withholds return instructions
- adds new requirements not in the policy
- or hides price increases behind vague language
...you may be experiencing an unfair or deceptive practice under FTC standards.
Consumers deserve transparency.
They deserve access.
They deserve honesty.
And they deserve better than digital walls.
SIDE-BY-SIDE COMPARISON - Legitimate Return Process vs. Obstructive Process
| Legitimate Return Process | Obstructive Return Process |
|---|---|
| Return policy is clear and followed exactly | Company adds new requirements not in the policy |
| Return address and label provided immediately | Return address withheld until you complete extra steps |
| No photos or videos required unless stated upfront | Company demands photos/videos to delay or deny |
| No troubleshooting required | Forced troubleshooting loop before return allowed |
| No emotional manipulation | Scripted empathy ("I understand...") used to soften denial |
| Refund processed promptly | Refund delayed through friction and stalling |
| Consumer rights respected | Consumer discouraged from returning ("gift it instead") |
| Transparent communication | Vague, circular, or evasive responses |
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