Story perspectives

Americans Lose $165 Billion to Frustrating Customer Service

4/16/2026

Summary

Story summary

The "Annoyance Economy" costs Americans more than $165 billion annually due to frustrating customer service and spam.
Economists Neale Mahoney and Chad Maisel attribute much of this burden to inefficiencies like convoluted cancellations.
Amazon’s $2.5 billion settlement over deceptive subscription practices shows how systems favor businesses over consumers.
Two-thirds of voters want Congress to tackle annoying business practices, signaling potential political momentum.

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Story summary

The "Annoyance Economy" costs Americans more than $165 billion annually due to frustrating customer service and spam.
Economists Neale Mahoney and Chad Maisel attribute much of this burden to inefficiencies like convoluted cancellations.
Amazon’s $2.5 billion settlement over deceptive subscription practices shows how systems favor businesses over consumers.
Two-thirds of voters want Congress to tackle annoying business practices, signaling potential political momentum.