Verisure, Antitrust fine of 4.2 million for misleading advertising

The Antitrust Authority fined Verisure EUR 4.250 million for four conducts in violation of the Consumer Code. The company supplying anti-theft systems allegedly carried out misleading promotional activities from 2021 to 30 October 2023 through various communication channels (TV spots, posters, website). In particular, it allegedly omitted or failed to point out that, by signing the contract, one did not purchase the Verisure alarm system and equipment, which, instead, one received only on loan for free.

Since 2022, during the contract termination phase, the company would in fact, according to the Agcm, engage in aggressive conduct with a series of behaviours obstructing the termination of the relationship, such as the failure or delayed acceptance of withdrawal requests, the continuation of billing in the months following the termination of the service, and the delayed or failed de-installation of alarm systems.

Moreover, as of 2019, Verisure would immediately start providing the service during the period of exercising the right of withdrawal, without an express request from the customer, as required by the Consumer Code. "This immediate start was automatically expected with the signing of the contract prepared by the company," according to the Antitrust Authority. Finally, the indication - included in the contractual terms and conditions from 2019 to 30 October 2023 - regarding the competent court to which the consumer could turn, in the event of any dispute with the company, would also have been ambiguous: it would not have been clearly explained that this court coincides, as required by the Consumer Code, with that of the consumer's residence or domicile.

The company rejects all charges and announces an appeal. "Verisure", reads the official note, "has always been committed to operating ethically and in compliance with all applicable laws and regulations and confirms that it has always acted in accordance with consumer protection regulations. For this reason, it declares that the issues listed in the Antitrust Authority's ruling do not represent standard company practices and, in fact, the small number of complaints received - which corresponds to 0.01% of the customer portfolio - has been handled and resolved. Verisure has actively and constantly cooperated with the Italian authorities, intervening in a timely manner on processes and mechanisms to further improve the excellence of the service provided, above and beyond the legal requirements. The company has taken note of the Competition Authority's decision and intends to appeal,' the official note concludes.

Codacons, on the other hand, expresses satisfaction with the measure: "For some time now," reads a note, "users have been targeted by Verisure's advertisements sponsoring its alarm services, messages that the Antitrust Authority has nevertheless deemed misleading. The Authority has also sanctioned a number of behaviours detrimental to consumers' rights, such as obstacles to the right of withdrawal, the continuation of billing in the months following the termination of the service, and the delayed or failed deinstallation of alarm systems. These practices resulted in clear economic damage to the company's customers who were victims of such behaviour, and for this reason we believe that, in addition to the Antitrust fine, compensation should be paid to the consumers involved in the sanctioned practices,' concludes the consumers' association.