[RubberSoul]

I recently had Intuit delete all my personal data, across all their products. Doing this was exhausting. Their online process for deleting an account did not work. Contacting customer support resulted in unhelpful back and forth. Finally, I gave up and filed a complaint with the CA Attorney General. Within two weeks, I got a call from someone at Intuit who quickly resolved the issue and promised to delete all my Intuit-owned accounts (it seems to have worked).

I tell the story because I think it illustrates a lot of reasons companies can get away with bad behavior:

1. Only a subset of consumers recognize the bad behavior and know who to contact.

2. Most consumers are not motivated to complain. In the above story, most people would probably stop when the Intuit website doesn't work (I usually give up too). There is a free-rider problem. My complaint could benefit lots of people if a company changes its behavior, but I alone incur the cost of complaining.

3. When a consumer successfully complains, companies can sometimes quietly make the problem go away for the one consumer and avoid regulatory action. Intuit called me, resolved the issue only for me, and we both move on. With the issue resolved, the regulator has less reason to continue investigating.

4. Even when regulators get enough complaints and go after bad behavior, they are up against powerful attorneys and lobbyists. And even if the regulators win, the company probably has lots of substitute ways of achieving the same goals that weren't contemplated or prohibited by the settlement/law/etc.

[witten]

I can confirm that the online process for deleting an account still does not work! Gets into an endless loop sending repeated validation emails. (Firefox with all blockers disabled.)