Credit Card Stolen, FitBit Broke. Can't get Refund. Any Advice?

[anthony2259]

I don't know what I can do.  I have a broken Fitbit Ionic, out of warranty, and an active FitBit premium subscription I was never able to use.  I'd be happy for some kind of FitBit Credit, although don't know what to do.  Any advice?

Here's what happened:  In March 2020, my FitBit started acting up, after a firmware update.  I thought the FitBit Premium subscription might help.  I tried FitBit Premium in May 2020, but FItBit did not improve.  In June my credit card was stolen.  My FitBit Ionic completely broke on Jun 22, 2020.  On August 06 2020 my credit card was charged $84.79.  I thought thought this was related to my stolen credit card.  After tracking down the charges I found that somehow FitBit was still able to charge my deactivated credit card, after my bank cancelled.  Bank told me to deal with FitBit.  FitBit directed me to contact Google Play store.  Now Google Play store says that they can't do anything.  They won't offer any refund, or credit, because it was my mistake and it took too long for me to figure this out and report to them.  Apparently, my FitBit Premium was purchased through my Google Account, and I was unaware.

Now I can't really complain too much.  I've been able to keep my job throughout 2020, although have been working long hours, on fixed salary, as I have an IT support role in helping to keep people working, throughout Covid-19 lockdowns.  All this while taking care of my newborn son.

[SilviaFitbit]

@anthony2259 A warm welcome to the Fitbit Community. Thanks for the detailed information shared. 

Fitbit subscriptions are non refundable. However you may want to confirm you followed this procedure to cancel your subscription, this to avoid any future charges: 

1. In the Fitbit app, tap the Today tab 

    > your profile picture.

2. Scroll down and tap Manage Subscriptions. Your active subscriptions open in your phone’s app store.
3. Tap your Fitbit Premium subscription > Cancel Subscription. Note that you won't see this option if you already canceled your subscription. Your subscription expires at the end of your current monthly or yearly subscription term.

In the meantime, if you'd still like to continue using the subscription you could set up MobileTrack to your Fitbit account, which will let you use your phone as a Fitbit device. 

Since Premium is part of the Fitbit app, you can still continue working out and taking advantage of the already paid subscription. 

Thank you for your understanding. I'll be around if you have any additional questions. 

[edpowell]

@anthony2259 Just wanted to let you know that you are not alone in getting the runaround from Fitbit.  My Ionic died after an update. Screen would not turn on at all even though it was fully charged.  It was less than a year and a half old but, because I am in the US where there is only a 1 year warranty (they offer a 2 year warranty in the UK), I was completely out of luck.  Their solution was to offer me a discount on a new Fitbit.  Not falling for that one again - this was my third Fitbit that failed in a five year period.  To add insult to injury, I have a yearly subscription that I prepaid in Oct. 2020 and have no use for since my device failed.  Fitbit is telling me to effectively, "read the fine print - no refunds on prepaid" and I should talk to Apple when they know darn well Apple won't do anything; they host the apps and charge a % to the app makers.  If Fitbit wanted to do the right thing, they'd offer me some sort of refund but clearly they don't care and as such, they've lost another customer who won't be buying any Fitbit devices nor paying for subscriptions.