The Antitrust imposes a fine of 4 million and 250 thousand euros on Verisure for four conducts in violation of the Consumer Code. The company supplying anti-theft systems would in fact have carried out misleading promotional activities from 2021 to 30 October 2023 through various communication channels (TV commercials, billboards, website). In particular, it would have omitted or not highlighted that, by signing the contract, the Verisure alarm system and equipment were not purchased which, instead, were received only on loan for free use.
“Aggressive” conduct
From 2022, in the phase of withdrawal from the contract, the company would in fact implement, according to the Agcm, aggressive conduct with a series of behaviors that hinder the conclusion of the relationship, such as the failure or delay in accepting withdrawal requests, the continuation of invoicing in months following the termination of the service and the delayed or failed disinstallation of the alarm systems.
Failure to respect the right to reconsider
Furthermore, from 2019, Verisure would immediately begin to provide the service during the period of exercise of the right of withdrawal, without an express request from the customer, as required by the Consumer Code. «This immediate start was automatically foreseen with the signing of the contract prepared by the company», according to the Antitrust. Finally, the indication – included in the contractual conditions from 2019 to 30 October 2023 – relating to the competent court to which the consumer could turn in the event of any disputes with the company would also have been ambiguous: in fact, it would not have been clearly stated that this jurisdiction coincides, as provided for by the Consumer Code, with that of residence or domicile of the consumer.
The company announces an appeal
The company denies all charges and announces an appeal. «Verisure», reads the official note, «has always been committed to operating ethically and in compliance with all laws and regulations in force and confirms that it has always acted in compliance with consumer protection regulations. For this reason, it declares that the issues listed in the provision of the Competition and Market Authority do not represent standard practices of the company and, in fact, the small number of complaints received – which corresponds to 0.01% of the customer portfolio – is been handled and resolved. Verisure has collaborated actively and constantly with the Italian Authorities, intervening in a timely manner on processes and mechanisms to further improve the excellence of the service offered, beyond legal requirements. The company has taken note of the decision of the Competition and Market Authority and intends to appeal”, concludes the official note.
Codacons: «Now let’s compensate consumers»
Codacons, on the contrary, expresses satisfaction with the provision: «For some time», we read in a note, «users have been targeted by advertisements from Verisure which sponsors its alarm services, messages which the Antitrust has however deemed misleading. The Authority has also sanctioned certain behaviors that are harmful to consumer rights, such as obstacles to the right of withdrawal, the continuation of invoicing in the months following the termination of the service and the delayed or failed disinstallation of alarm systems. These practices have produced clear economic damage to the company’s customers who are victims of such behaviour, and for this reason we believe that, in addition to the Antitrust fine, compensation is needed in favor of the consumers involved in the sanctioned practices”, concludes the consumer association.
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2024-03-26 16:45:45