Customer Support after fraud incident

[Robs723]

Around mid-April I was traveling overseas and when I went to check my Fitbit account I was logged out and unable to log back in.  Since I was traveling, I dont know exactly when things stopped working.  I called when I returned to the United States on April 27, and was told by Fitbit support that the email had been changed.  At that time, I was concerned about fraudulent charges to my card since I had a Fitbit premium account and believed I had saved payment information.  The support agent said that couldnt happen.  I also really wanted the data from my account since I had had a Fitbit since 2014, and wanted to use some of the data collected to support a potential knee surgery.  The agent I spoke to said the case would be escalated to the security team and they would reach back out within 24 to 48 hours.  This did not happen, and I ended up having to call.  I was told this was a system problem and that my case had been closed.  I had also asked if anyone had made any orders or requested a new device because I read that was what was happening when accounts were hacked, was told that not happened.  The agent also told me I should create a new account.  Once I had time to do this, I learned my Sense 2 was blocked.  I learned this the day before I headed out overseas to rural Tanzania with minimal internet access, which I made very clear in all of my correspondence.

Fitbit support emailed me a list of things needed to restore access to my watch and I was told that another device had been ordered and that was why my watch was blocked.  They did not send me the full list of instructions, so there were some things i couldnt provide initially because the watch was 2 years old, and I no longer had things like the box.  Eventually they sent me more instructions.  By this point it was May 11, and I followed up on May 17.  Each time making sure they knew i had limited access to internet and that my goal was to get my account back.  They sent me an email saying the device had been reactivated and instructions for setting up the account, including creating a google account, which I followed.  

I then received the below email:

Hello Robin,

We're sorry for the delayed response.

We noticed that you created a new account with your email. We can get you back on track with one of the below ways:

• You can keep the new account you just created with Google. To do this, we’ll deactivate your original account and have you create a new password.
• We can help you restore your original account and deactivate the new one. For this to work, you have to.
  1. Have a different email address than the one you used to register the new account with Google. In other words, you need a second email account, even if it's different from the original.
  2. Delete the Fitbit service from your Google Account. For detailed steps, refer to How do I delete my Fitbit account and service?.
  3. Request a password reset using the second email address. 
  4. You also have the option to move your account to Google in the future. You just have to wait 60 days until the Fitbit service is removed from the Google Account.

Either way we recommend choosing a new unique password that isn’t used for any other online accounts. If you need password reset instructions, see How do I change or reset my Fitbit password?

Fitbit takes our obligation to safeguard customer information very seriously and we're sorry for the inconvenience.

We look forward to your reply.  If you have other questions about your Fitbit products and services, please visit help.fitbit.com.

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I was confused by some of the steps and asked for clarification, and was told to create a new google account and they would take me step by step.

I had trouble with creating the google account and had to wait until I was in a different area.  Once I did, I reached and and was told my case was closed.  There were no emails or follow-up before closing the case.

When I arrived back in the US, I was told there was no record of my previous case.  The agent said he would look into the issue, even after I read him the instructions from the email the fitbit support team sent me 2 times, and asked that he could help from there.  He sent me an email indicating my account could not be restored because I had registered it under google.  I replied with the same instructions I was sent, with no responce.

So, I still have no access to my premium account and I also need to get my Aria scale linked back up.  Could someone please help?

[Rich_Laue]

Since with the Charge 6, we no longer log in with an email, but with our Google Account. If they where able to change the Google Account that you log in with. Are you sure that your Google Account hasnt been compromised?