The Consumer Affairs Agency of Japan has disclosed the name of a telecommunications company for refusing to allow customers to terminate contracts on rude grounds after customers complained.
On September 5, the Consumer Affairs Agency of Japan publicly named a telecommunications company called "Focus" based in Sapporo for being uncooperative with customer requests for contract termination regarding their internet communication services. The agency's decision comes after it received numerous complaints about the company's aggressive refusal to acknowledge customers' desire to end their contracts, with representatives reportedly responding to termination requests with statements like, 'You signed the contract, so you need to take responsibility' and 'It's a nuisance to deal with this now.'
The focus of the complaints revolves around misleading advertising that promised cheaper internet rates which did not hold true, leading customers to exercise their cooling-off rights. Additionally, there were instances where customers, not fully understanding or intending to enter a contract, had their credit card numbers and addresses taken during aggressive sales pitches, resulting in unwanted equipment and contracts being mailed out without their consent. The Consumer Affairs Agency has urged caution as other companies with similar names exist in Sapporo, to avoid any confusion among consumers.
From September 2024 to December 2025, consumer consultation centers nationwide recorded approximately 400 complaints regarding the company, with around 90% of inquiries coming from individuals aged 60 and above. For those uncertain about agreements made over the phone or facing potential disputes with the company, the agency has advised reaching out to the consumer hotline at 188 for assistance.
