Didn't receive refund for Premium membership

[Dario_E]

I purchased a Fitbit Sense2 which unfortunately was faulty, in several occasions i contacted Fitbit customer support and i did never got any help in many occasions i was told that i will be contacted by email or customer support never happen also when i ask for the device to be replaced it they just return my money. However Fitbit did not return all my money and keep to themselves the membership money even thou now i don't have any device ...what good it makes me have a membership without a device. HONESTLY the way the company is acting on this matter very dishonest like SCAM company.

Moderator Edit: Clarified subject and updated label

[LizzyFitbit]

Welcome to the Community, @Dario_E.

I've moved your post to the Fitbit Premium board so we can keep the forums organized. Thanks for the detailed information, and the time taken while contacting our Support team. I apologize for this experience, and appreciate your feedback which will help us to improve our services. While I don't have access to your case, I'd recommend getting back to them. They've specialized tools to review your information and provide you with further assistance.

For any question related to our Fitbit paid services, please check this article.

[Danielle_UK]

Fitbit Customer Support is horrific, especially with issues relating to Premium subscriptions.  I had no way to cancel my 'free trial' before it ended and was then automatically charged £7.99 and have tried with no success since September to get my money back.  Fitbit told me the subscription had been taken out via Google Play (which it hadn't - it came with my Charge 4 device in June and I activated it on fitbit.com), so they couldn't cancel it and Google Play refused to give me a refund.  It turned out they had somehow linked my subscription to my late Mother's Google account, which was only still active because Google refused to close it because they didn't believe me that she died 2 years ago (even though I uploaded a copy of her Death Cert!), so the auto-renewal email notification had gone to her email address, but I obviously hadn't seen it and the subscription didn't appear in my list of active subscriptions to be able to cancel.  Despite me explaining this to Google Support and a lot of emails back and forth, sending them screenshots, etc. to prove what had happened, they eventually replied to me just before Christmas saying they won't issue a refund due to their "policies".  Utter rubbish.  Fitbit told me the subscription was definitely linked to my email address (which it had to have been because I did have the benefits on my account), but Google Play are refusing to listen, even though Fitbit is owned by Google now.  It beggars belief.  Good luck getting your money back.  I've referred my complaint to Trading Standards.