First time user, charged for Fitbit Premium

[PaulaGR]

Hello,

I signed up this weekend for Fitbit Premium as it advised there was a 90 day free trial

I just logged into my bank account to discover I've been charged already when I've hardly had the chance to use it.

Needless to say, I am very unhappy and have better things to do with my time than having to contact Fitbit after a very long day at work.

Does anyone know how I get a refund ?

Many thanks.

Moderator Edit: Clarified subject

[SilviaFitbit]

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

I see where your disappointment is coming from. I took the liberty to share your post with our Support team and they mentioned a case has been created on your behalf, please expect a reply soon. Due to recent events affecting our operations they may take a bit longer to get back to you. 

Have a nice day. 

[PaulaGR]

Hi

Thank you. Unfortunately I am still waiting for any sort of update on my case since last Monday evening 

Thanks

[MCFBramwell]

I called and cancelled my 90-day free trial and today I got an email saying I've been charged $9.99 for 90 days. Is this what happened to you? I have no idea what is going on. 

[PaulaGR]

Hello

I got invoiced as soon as I signed up for the so called 90 day free trial. I contacted them via Twitter and they logged a case but I haven't heard anything in a week. I find their customer service very poor 

Sorry I can't be more help.

[SilviaFitbit]

@PaulaGR Thank you for getting back. Due to recent events affecting our operations our Support team can take a bit longer to get back to you, your patience and understanding is truly appreciated. 

@MCFBramwell Hi there. Thanks for the details mentioned, keep an eye on your email inbox, our team will contact you as soon as possible. 

Have a great week. 

[PaulaGR]

I'm sorry but this level of service is unacceptable. Please provide some sort of timeline as we all have busy lives. We don't need this sort of additional stress.

I'm so sorry I ever signed up to Fitbit Premium.

Thanks

Paula

[MCFBramwell]

Any word yet from FitBit? I still haven't heard anything. I'm going through my bank now to dispute the charge. 

[PaulaGR]

Hello. I chased them again on Twitter and was basically told to be patient as due to events within their operations things are taking much longer. I did however directly email their executive of customer relations in the US and that appears to have got things moving along as I've had an email from San Francisco this evening...so hopefully a resolution is in sight !