You noticed a charge on your credit card — maybe $14.99, maybe $79 a year — for a subscription you thought you canceled months ago. Or one you never signed up for at all. You called the company. You got transferred twice, sat on hold, and ultimately got nowhere. Now the charge has happened again. Unauthorized and hard-to-cancel subscription charges are one of the most common consumer complaints in the country.
Phone support is built to absorb complaints, not to refund them. A formal written demand letter — sent the right way — changes the dynamic entirely. It gives the company a dated record of what you were charged, what you want back, and when you asked — none of which a phone call leaves behind. This guide walks you through exactly how to do that in Massachusetts.
Chapter 93A Bans Unfair or Deceptive Acts; Federal Law Covers Subscriptions
We want to be upfront with you: the specific Massachusetts statutory input for this topic was not available when this page was written, so we're not going to invent citations. What we can tell you is that Massachusetts has a well-established consumer protection framework. Massachusetts General Laws Chapter 93A — the state's primary consumer protection statute — broadly prohibits unfair or deceptive acts and practices in trade or commerce. Unauthorized subscription charges, billing after cancellation, and failure to clearly disclose auto-renewal terms have all been treated as potentially unfair or deceptive conduct under similar laws across the country.
At the federal level, the Restore Online Shoppers' Confidence Act (ROSCA) requires that companies clearly disclose subscription terms before charging you, get your express informed consent, and provide a simple way to cancel. If a company signed you up for a recurring charge without a clear disclosure or your genuine agreement, that may be a federal violation on top of any state claim.
For the most current and specific Massachusetts rules that may apply to your situation, we strongly encourage you to review Massachusetts General Laws Chapter 93A and consult a licensed consumer protection attorney.
The exact dollar amount, posting date, and account number to cite
A demand letter only works if it's specific. Vague complaints get ignored. Here's what yours needs to include — and why each piece matters:
- Your full name, address, and account or order number. The company needs to locate your account immediately. Any ambiguity gives them an excuse to stall.
- A clear description of the charge you're disputing. Include the exact dollar amount, the date it appeared on your statement, and the name of the subscription service. "A charge of $79.00 posted to my Visa on October 3" is far more powerful than "the recent charge."
- The reason you're disputing it. Were you billed after you canceled? Did you never sign up? Was the auto-renewal never disclosed to you? State this plainly. One or two sentences is enough — you don't need to write an essay.
- Any prior cancellation steps you took. Did you click "cancel" on their website? Call their support line? Email them? Include dates, confirmation numbers, and who you spoke with. This is your evidence that you tried to resolve this already.
- A specific demand. State exactly what you want — a full refund of the disputed charge, cancellation of the subscription, and written confirmation that no further charges will occur. Specific demands get specific responses.
- A reasonable deadline. Give them 14 to 30 days to respond in writing. This keeps the pressure on and prevents the company from running out the clock indefinitely.
- A reference to applicable law. Mention Massachusetts General Laws Chapter 93A and/or ROSCA. You don't need to write a legal brief — one line naming the statute is enough to show the demand rests on something specific.
- Your preferred contact information for their response. A mailing address is best — it keeps everything in writing. You can include an email address as a secondary option.
Keep the tone firm and factual. You're not threatening, you're documenting. The letter should read like you mean business — because you do.
The return receipt that proves the company was formally notified
You could email the company. You could submit another support ticket. But here's why that often goes nowhere: digital messages are easy to ignore, easy to delete, and nearly impossible to prove were received by anyone with authority.
Sending your demand letter by USPS Certified Mail with Return Receipt is different. You get a tracking number that proves the letter was mailed on a specific date. The green return receipt card — or an electronic delivery confirmation — comes back to you as proof it was delivered and signed for. That combination creates a timestamped, legally recognized record that you put the company on formal notice.
This matters more than it sounds. If you later need to escalate — filing a complaint with the Massachusetts Attorney General's Office, disputing the charge with your credit card company, or consulting an attorney about a Chapter 93A claim — that delivery receipt is your foundation. It shows the timeline. It shows you were reasonable. It shows you gave them a chance to make it right.
Jab Today handles this entire process for you. You fill out the details, and we prepare and mail your certified demand letter on your behalf.
Refunds, records requests, and the Massachusetts AG complaint route
No guarantees here — every situation is different — but here's what commonly plays out:
Many companies, especially large subscription platforms, have dedicated teams that handle formal disputes. A certified letter with a deadline often triggers a faster, more substantive response than anything you got through customer service. Some companies will refund the charge outright to avoid further escalation. Others will request documentation, which is why keeping records of your cancellation attempts matters so much.
Some companies will push back or go quiet. If that happens, you have escalation options. You can file a complaint with the Massachusetts Attorney General's Consumer Advocacy and Response Division or with the Federal Trade Commission. You can dispute the charge through your credit card's chargeback process — and your certified mail receipt strengthens that dispute considerably. In cases involving repeated or egregious violations, a consumer protection attorney may be able to pursue a claim under Chapter 93A, which can include multiple damages and attorney's fees in some circumstances.
The letter is the starting point, not the end of the road. But it's the most important first step you can take.
Can I send a demand letter over a $9.99 subscription charge?
What if I already disputed the charge with my credit card company?
You can still send a demand letter to the subscription company — and you probably should. A chargeback addresses the specific transaction, but it doesn't necessarily cancel the underlying subscription or prevent future charges. Your demand letter puts the company on notice about both issues at once. The two approaches complement each other rather than conflicting.
Can I send a demand letter for a charge as small as $9.99?
Yes. There's no minimum dollar amount that makes a demand letter worthwhile. In fact, low-dollar recurring charges are exactly the kind of thing companies count on consumers ignoring. The cost of sending a certified letter is modest, and it puts your dispute on the record regardless of the amount.
What if the subscription company is based outside of Massachusetts?
Federal consumer protection laws like ROSCA apply nationwide, regardless of where the company is headquartered. Massachusetts Chapter 93A can also apply to transactions affecting Massachusetts residents even when the company is out of state. Send the letter to the company's registered agent or their official customer service mailing address — which is often listed in their terms of service.
What if I don't have proof that I canceled before?
You can still send a demand letter. Your letter can acknowledge that you're requesting a refund and cancellation going forward, and explain that you believed the account was inactive. Lack of prior cancellation documentation weakens your position somewhat, but it doesn't eliminate your right to dispute a charge you believe was unauthorized or that you didn't knowingly authorize as an ongoing subscription.
How long does the company have to respond?
There's no universal legal deadline for a company to respond to a private demand letter, which is exactly why you set one yourself. Fourteen to thirty days is a reasonable and commonly used window. If they don't respond within your deadline, that non-response becomes part of your record if you escalate the dispute.