Elisa cancels elderly woman's excessive streaming subscriptions after social media outcry

Jarna Viskari was shocked to find her elderly mother, struggling with a memory condition and a small pension, was being charged exorbitant amounts by Elisa for streaming services she didn't use. The monthly bills exceeded 100 euros, draining her mother's bank account to just 30 cents.

Viskari discovered her mother had multiple active subscriptions, including Urheilu Premium, Viaplay, a book service, and Elisa Viihde, some of which were being billed twice. When Viskari contacted Elisa's customer service, she was told the subscriptions could not be canceled or refunded because they were fixed-term contracts.

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Tietenkin se on niin sanotusti veteen piirretty viiva, miten asiakaskohtaaminen menee ja miten siinä pystyy havainnoimaan, että kaikki on selkeää.

This refusal sparked outrage, especially considering Finnish consumer protection laws that allow contracts to be voided if an elderly person's diminished capacity is exploited. Viskari's subsequent social media post detailing the experience garnered widespread attention, with many sharing similar stories of vulnerable seniors being sold unnecessary services. Elisa's business director, Ilkka Pohtola, acknowledged that billing the same subscriptions twice was an error and stated that the company would review such cases individually for potential cancellations and refunds, while also noting that sales staff are instructed to ensure customers understand their purchases.

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Se, että asiakkaalle on myyty samat tilaukset kahteen kertaan, on Pohtolan mukaan virhe.