Fitbit Premium auto-renewed

[Alexterry101]

Last year I had my fitbit ionic recalled - as part of this I could buy a new fitbit at a discounted rate and this came with a year of free fitbit premium which I never really used but it was part of the package. I just got an email saying they've charged me £79.99 for another Year (After they've already charged me)! 

There was no reminder or easy way to cancel and when calling support they refuse to give any refund. While it was probably in small print somewhere when I took the deal I feel like this is completely underhanded. Especially that they haven't just charged me for a monthly subscription but a whole other year! I'm honestly not sure what to do right now, I'm already barely able to afford energy bills with the cost of living right now and this £79.99 charge is going to have to make me cut back on Energy/Food or whatever else I can get rid of!

never buying from this scam of a company again...

Moderator Edit: Clarified subject and updated label

[SteveLoft]

My wife and I were given a year's free subscription to Premium as part of the Ionic recall/replacement programme. We haven’t found it particularly useful. Today I noticed that €79.99 has been taken from my card and my subscription automatically renewed for a year. My wife's has also been automatically renewed,  but she has no valid card on file, so no payment has been taken. We have received no notification that this was going to happen.

Within 20 minutes of the payment being taken, we cancelled our subscriptions, and I contacted support via chat asking for a refund of my payment. All they would tell was that it was not Fitbit policy to refund, and that I would have received a reminder. We categorically have not received reminders, and as we cancelled within a few minutes of realising what was happening, I would have expected Fitbit to have handled this sympathetically.  While I was happy when Fitbit handled the Ionic issue in the way they did, this issue has left me feeling completely let down as a loyal customer.

When I asked on chat for the complaints procedure, I was simply directed back to the support chat that I was already using, and they ended the chat. This is not my idea of support! It seems the only recourse I have is to use this community, and to ask once again, in the interest of fairness, that I please be given a refund, and that both mine and my wife's subscription be terminated immediately, rather than in 12 months time.

Steve Loft

[SunsetRunner]

This is a story of how they scammed the subscription fee from me.

I got an email that my subscription will be renewed. I thought ok, I'll cancel it, so I used the link in the email. The page asked me to log in, so I did, but then, there was no subscription info, or manage subscription page, NOTHING. 

Ok, I thought I go to the Fitbit app and check it there. I found the manage subscription menu item, I went there, but only found my google subscription there, NO Fitbit subscription. I thought maybe I already cancelled it in the previous 6 months. (They also mention it in one of their posts if the subscription doesn't show up, it's canceled, see: How to cancel my Fitbit Premium subscription? )

Turned out it was not the case.

So it feels like Fitbit is really working hard on hiding this option, then they also made a no-refund policy. This is not cool, it's not fair to any of the customers.

I was a Fitbit customer for years, but that was enough for me to don't even think about Fitbit anymore.

Moderator edit: Clarified subject 

[Lions64]

same for me. Fitbit rip off.

see my post

[SunsetRunner]

I've been in "discussion" with the fitbit support, and they're just as useless as the live chat, where I had 3 rounds with probably bots.

Something that I had to realize that the advertised 6 months of free trial with my Sense 2 watch was also not precise.

They said 6 months, but it actually ended earlier, because according to their support, they calculate one month with 30 days, which is not accurate and nowhere mentioned in their legal documents.

And when they keep saying the subscription is non-refundable, they still have this in the terms-of-service: "At any time for any reason, we may provide a refund, discount, or other consideration (“credits”) to some or all of our users."

For them, it doesn't matter if their app is buggy and subscriptions cannot be managed there and it's also not doable on their website (on mobile at least), they charged me earlier.

I don't think they care, they just write the same text again and again...

I'll try now to get my money back through my bank.

Moderator Edit: Merged replies

[LizzyFitbit]

Hi everyone, and welcome to the new members.

Thanks for the details provided and your efforts while contacting our Support team. Let me explain Fitbit Premium subscriptions are non-refundable and we recommend cancelling a subscription at any time before the renewal date to prevent a recurring charge at the end of your subscription term. For more details, see our Terms for paid services.

I'm sorry for any inconvenience experienced and I appreciate your feedback. You can always get in touch with your phone's app store to explore your options.

[Alexterry101]

Hi Lizzy, I read the terms of service linked and here it literally says in black and white "Before charging you for a Subscription Term, we will notify you of the applicable fees".

I got no notification or communication of any sort so you are in breach of contract here... 

[Lions64]

Totally agree with Alexterry101 comments. Same for me too,  did not receive any notification or communication of any sort from Fitbit before they took £79.99 from my account. 

Tried on numerous occasions to raise my issue with Fitbit customer services. However, I can never speak to a supervisor/ manager and all I get is a standard email explaining Fitbit Premium subscriptions are non-refundable. 

Their one star rating on Trustpilot is one star too many in my opinion!!!!

5207 reviews and 81% give ONE star .... Fitbit you should be ashamed! 

[LizzyFitbit]

Hi everyone.

Thanks for the details provided about this situation. We’re aware of it and are working to identify a resolution as quickly as possible.

As you know, Premium services aren't refundable and my best advice is to contact your phone's app store so they can look into your options. I'm sorry for this inconvenience and I appreciate your feedback. You can always review our Policy for Paid Services here.

[Alexterry101]

Hi Lizzy, I don't really see how you can just wash your hands of this and pass the buck to the App Store (which realistically we both know the app store isn't going to suddenly absorb all responsibility and refund everyone you've broken contract with).

On top of this though as mentioned originally, my subscription was taken out through Fitbit as part of the ionic recall, so I can't even see my subscription in the app store if they did want to help.

Please propose an actually realistic solution...

[LizzyFitbit]

Hi there, @Alexterry101.

Thanks for getting back with more details, I apologize for this experience. I see where you're coming from and because you already have a case created, I've forwarded your posts so our Support team can have them on hand and help you with this matter. Your feedback is truly appreciated and please follow up with your email case should you have any further questions.

[HeidiCorr]

Has anyone had this refunded yet? I'm trying through the bank but have to wait 30 days to even dispute it. I never even used the firbit premium, it was also part of the ionic package. Genuinely want to bin the fitbit and move to a competitor out of pure anger 

[Alexterry101]

After a lot of back and forth I did eventually get it refunded - I started a PayPal claim, highlighted that they breached the contract and then eventually they gave the refund, it was an extremely painful process though. It's a shame, having been a Fitbit customer for 10+ and happy with the product I'll be moving to a competitor for my next one after this terrible customer service