FitBit coach premimium cancelation does not work

[Lionel200269]

Hi,

I've unsubscribed Fitbit coach premium in October before renewal date through the correct process in fitbit coach application, but it seems it didn't work since I've been charged 45,12 € on my credit card the 1rst of October with no warning from you (moreover, from a legal point of view in France you should ask confirmation to the customer before renewing).

You can check I've not been using it for a while... so I kindly ask you to refund this amount asap.

Please keep me posted.

Regards

Lionel

[SilviaFitbit]

@Lionel200269 A warm welcome to the Community.

I appreciate the details mentioned. In your Fitbit Coach app, there's an option to avoid that the subscription auto renews and the cancellation needs to be done from the website that you bought it from, learn more about it by checking this article: How do I purchase, manage, or cancel my Fitbit Coach Premium subscription? 

Currently Premium subscriptions are non-refundable, learn more about in our Fitbit Warranty. 

Let me know if you have any additional questions. 

[Lionel200269]

Hi Silvia,

Thank you for your answer but I’ve done the cancellation as explained in the article before the renewal date but it didn’t work !!!!

And that’s the problem !

So you should refund since :
- this subscription has been reconducted against my wish, and you can check I’ve not been using the app for a while.
- moreover I’ve not been informed I will be charged anyway so I would have been able to understand that my unsubscription was not taken into account.
- According to the French law (Chatel law) you should warn your Customer 1 to 3 months before you renew the subscription, informing him through mail or email (article L.215-1 of code of consumption) with date of payment, and you don’t, meaning that charging the way you do without clear notice is not legal in France- Below is the full version you can translate using googletrad :

« La loi Chatel et la reconduction tacite
Depuis la promulgation de la loi Chatel, le professionnel doit informer le consommateur de la date de l'échéance dans un délai compris entre 3 et 1 mois avant la date de renouvellement du contrat d'abonnement, et de la possibilité pour l'abonné de ne pas reconduire son contrat.
L'abonné doit en être informé par écrit, dans un courriel ou une lettre nominative. L'article L. 215-1 du Code de la consommation ajoute que la date d'échéance doit apparaître dans un "encadré apparent ". »

Thank you in advance to process to the refunding promptly.

Regards



Provenance : Courrier pour Windows 10

[SilviaFitbit]

@Lionel200269 Thanks for getting back. In this case, I've created a case with our Support team, they will continue assisting you and providing you with further details about it. 

I'll be around if you have additional questions. 

[Lionel200269]

OK I'm still waiting for the refunding, I've still received once again the article saying how to do the cancellation, but once again I've done it and it didn't work !

I do not recommend to subscribe to Premium, it is not only expensive but also risky since cancellation is not sure to work properly, and as I said in my previous post we have no alert before being charged....

[SilviaFitbit]

@Lionel200269 Thanks for getting back. I'm glad to hear that you are already communicating with our Support team. 

Please double check that you're cancelling the subscription from the website where you bought it from. 

Our Feature Suggestion board is the best place to make your voice heard, you may want to post your idea about sending an email that your subscription will auto renew. Those ideas are reviewed by our team and the status will change based in Fitbit's plans. 

Catch you later.