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Charged for Premium during Free Trial

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‎08-21-2023 02:25

‎08-21-2023 02:25

Just installed a new Charge 5 and activated free trail Premium & of course per usual no choice but to select plan which I did. I was immediately charged! Contacted Customer Service who u formed me that I needed to cancel prior to renewal, clearly they didn’t pay attention to my situation because of course I didn’t have a current subscription. They then blamed my iPhone because I paid through Apple which just isn’t true, that how all the app subscriptions work and I’ve never had a problem. The person kept saying no refund when I asked, that I could cancel now and that I needed to have cancelled before renewal. Frustrated I asked for a Manager because I did not have a current Premium subscription that was due to renew, I just added the new Charge 5 today. Manager was not available, I wasn’t happy and wanted to wait since my money was withdrawn. He says this needs to go to another department & I need to wait for email response. I said again I would wait for Manager, my money is withdrawn and it says 24 hour support. This person without warning says wait for email and abruptly ends chat. This is equivalent to hanging up on someone. Absolutely worst CS I have ever received especially where money is involved! And mind you, I wasn’t rude, didn’t use curse words, nothing of the sort!

Has anyone had this happen?? Have you been charged at start of free trial?? I suspect this has something to do with the fact that I have had Premium trial before in the past. However Fitbit states free trial is included for returning customer. Sounds kind of like a possible scam for returning customers and definitely false advertisement if i do by some miracle get my money refunded but no free trial. 

im also just completely miffed by the lack of CS, that was just icing on the cake! I might just go back to the Apple Watch honestly if this is how Google is going to handle things, I was afraid this was going to happen.

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‎08-28-2023 09:26

‎08-28-2023 09:26

Hi @iluvsminj, welcome to the Fitbit Community. 

I've seen you contacted our Support Team after posting her. I want to ask you to be a little patient since this type of issue might take a little longer than we expect. If you still need help or have any questions/concerns regarding the outcome of your case, please feel free to contact our team back for further assistance.

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