Customer support and Fitbit subscription

[SunsetRunner]

The company did two things wrong.

1) First of all, the company send the premium reminder email to the wrong email address.It should have been sent to (email A) instead of this email which is (email B) if the subscription is associated with the former email. The reminder email did not indicate which account I am charged the subscription with, but only provided with an account subscription link. It is reasonably and commonly understood that whatever email receives the reminder is the account associated with the subscription charges. 

2) Regardless, I received the email back then, and I attempted to cancel, but did not find a subscription associated with the email B which is the email I received the reminder with. I then did all I could at the time which was to contact customer support, and ask why I was still receiving a reminder email to email B,  if I did not see a subscription with my account under email B. This is the second mistake Fitbit made: at that time, the customer support simply reassured me that I would not be charged for the subscription fee, although I specifically asked about the discrepancy. He/she did not investigate the inconsistency carefully and did not complete his job.He/she did not advise me that I may potentially have a different account. Had he advised me like the customer service did this time, I would cancel my account under email A, and none of this mess will happen.

You are right that my purchase email and subscription email are different. However, this means that the subscription reminder email should be sent to email A. Furthermore, as a customer, right after I received the first reminder, I proactively reached out to customer support, who provided wrong information about the mismatch and did not cancel my subscription properly.

As a result, it is clear that the company did not do their best to help me cancel my subscription as intended in December. Therefore, the company should pay back the subscription charges for 01/2022 and 02/2022 as those are clearly intended to be cancelled, but the email reminder system/customer support failed to handle it properly. 

Moderator Edit: Clarified subject

[Odyssey13]

Hi @SunsetRunner  your post was moved to the Premium forum area, which is where you'll get more relevant responses. You'll still need to get with customer support, as these are the community forums and we're just users of the devices, not company employees who can help you.

https://myhelp.fitbit.com/s/support?language=en_US 

[SunsetRunner]

Thanks for the response!
I do also hope the users can see this as well and be aware of similar
issues.

[YojanaFitbit]

Hi there, @nancyjh. Thanks for stopping by in the Community Forums and sharing your feedback. @Odyssey13 I really appreciate your help with this.

We‘re taking into consideration your comments and sentiments in regards to our products and services.

I really appreciate the time you've spent troubleshooting your Premium. I've updated your case with the information that you've provided and our team will be getting in touch with your shortly. Sorry you feel that way about this interaction and I want you to know that we provide feedback to our team taking in consideration the information you share with us.

Thanks for your understanding. 

[SunsetRunner]

Hi,

Thanks for reaching out/responding; the team actually already reached out
and decided to refund me. Thanks though!

Best,

Moderator edit: removed personal info

[YojanaFitbit]

@SunsetRunner I'm glad to see that your issue was resolved. 

Have you checked our Health & Wellness forums? If you're into Fitbit and fitness you may enjoy other users' comments. Check this board  Looking for Fitbit Friends? Find some here! And have some fun interacting with other Fitbitters!

See you around.

[SunsetRunner]

I am not interested in using Fitbit anymore after this mess; especially
with the system email design in the backend and a couple unreasonable
policy/customer support. Thanks.--

Moderator Edit: Personal info removed

[YojanaFitbit]

@SunsetRunner Thank you for getting back to me. Sorry you feel that way about this situation and I want you to know that we provide feedback to our team taking in consideration the information you share with us.

Thanks for your understanding.