I haven't received my Charge 5 refund

[Patyjs]

I've been a Fitbit user in Mexico since 2017. When my Charge 5 stopped charging in May 2024 I contacted support. They informed me that replacement devices are no longer sent to Mexico and promised a full refund. The device had been a gift and was purchased by my sister through Amazon Canada. I received an email from them on May 29 and immediately provided all the information and documentation required. I have had several live chats with the support team who tell me that my case has been "escalated" or "fast-tracked;" that my refund will be processed in 5-7 days and I should just wait. Apparently, they can do nothing more and I cannot contact the department (or anyone else at Fitbit) to enquire about the delay. Two months later I am still waiting. This is ridiculous ...why has noone contacted me to apologise for/explain the delay? 

This is terrible customer service.

Moderator Edit: Clarified subject.

[Odyssey13]

Hi @Patyjs  these are the community forums where members help members. You'll need to get with Customer Support to continue with your case. I have asked a Fitbit Moderator to stop by to see if they can assist you further.

[Patyjs]

Thanks Odyssey13 but customer support tells me they can do nothing and nor can they direct me to the team supposedly handling the case. All they can do is "pass on" any new information. I would REALLY appreciate a moderator stopping by...

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I have been waiting for a refund on my Charge 5 since the end of March. 

Nobody, NOBODY has contacted me despite multiple live chats. This forum seems to be the only means to contact (albeit indirectly) anyone connected with support. Live chat is useless at this point, emails are ignored. Can anyone tell me how to get a response?

thanks

Moderator Edit: Personal info removed.

[AndreaFitbit]

Thanks for getting back to us @Patyjs. I apologize for the delayed response and will be glad to assist with your Charge 5 refund inquiry.

As @Odyssey13 mentioned, our Customer Support team is taking care of your case. I checked with a specialist and your case has been escalated to the correct team. Please stay in touch with them in order to receive further assistance. 

Thank you for heads up and for your help as always @Odyssey13.