Fitbit Premium automatically renewed

[PickFam]

So my wife got an email stating the following:

This email is to remind you that your subscription with Fitbit will automatically renew soon.

Product Name                        Subscription Date  Expiration Date  Amount
------------------------------------------------------------------------------
Fitbit Premium™ Membership          03/23/2022           03/23/2023           0.00USD


Sincerely,
Fitbit Customer Support

We assumed that we wouldn't be charged anything because it appears that amount is zero. Now four days ago, we get charged with a $89 annual membership to Fitbit premium. Within hours of the autorenewal we had cancelled the autorenewal and tried to refund and get rid of the premium subscription but are being stonewalled. Fitibit support says they can't do anything because of their terms and conditions. But their own terms and conditions state: ": "Before charging you for a Subscription Term, we will notify you of the applicable fees, and the renewal will occur at the price then in effect for the Paid Service."

Why not send an email with the actual price that is going to be charged rather than suggesting it will be something else? What's even more unsurprising, we aren't the only ones.  @EastsideDick. @Uncajim@megamuphen @PayitFwd. @mwood00 @DisgruntledOz @Teresa46 @PamABC123 @sosad2  @DaveW64 @Thiochrome @Ammars27  all ran into the same issue. I'm even okay if they want to charge us for a full month of the service or some sort of cancellation fee that gives us a partial refund but to say we have to stick with a year long membership because they failed to properly notify us of how the trial and autorenewal process would be executed seems shady and questionable business practices.

I'll confess, our family has bought eight fitbits over the last three years, but I think this customer relations nightmare will cause us to drop them entirely. To argue that their hands are tied by their own terms and conditions is a farce. I'll be sure to highlight this with the many students at teach for many years to come as a prime example of customer mismangement.

Moderator Edit: Clarified subject and updated label

[craneshana]

@LizzyFitbit This same canned response over and over is tone deaf and insulting. If you've nothing helpful to add, please send in someone who does. At this point I'm beginning to wonder if you yourself have read Fitbit's Policy for Paid Services or, indeed, have read a single message in this thread at all.

[trixygirl49]

You need to call and when they give you the line that there is no refund, you say, I will not accept that answer, please send me up the command chain, as I am not going to stop calling till I have my money back.  Fitbit is now a subsidiary of google.  I have a message that I will be getting a refund with in 7-10 days.  I will start all over if after 7-10 days I do not get the promised refund.  I will be their worst nightmare.  Like you, I have loved my Fitbit products, but this Premium billing issues is NOT right. 

[mjf1001]

Well said @craneshana . The only canned response is indeed @LizzyFitBit stating “contact your phones App Store” when weve  informed them  over and over by disgruntled Fitbit customers recently that there is no resolution to be had there because it is not their issue.
The issue is mostly that the Fitbit Premium free trial was tagged onto orders for new Fitbit watches when a voucher was offered after the Ionic was recalled.  These orders were processed through a 3rd party and the Premium subscription cancellation feature did did not appear in the app because of an oversight at Fitbit.  The cancellation of Premium was also not available through our phones subscriptions nor through the Fitbit online web portal . So please they need to stop stating contact your phones App Store as for most that are currently complaining that is not an option. 
It’s also true for those that received the renewal email it did not state the £0.00 price paid was for a free trial and the email did not state the renewal cost.  As I’ve said and I’m nearly 100% sure they know and Fitbit knew, this was a very deliberate practice to avoid more cancellations.

[LizzyFitbit]

Hi there, @PickFam, @trixygirl49 and @mjf1001.

Thanks for taking the time to share this information with me. Because you already have a case created, I've forwarded your posts so our Support team can have them on hand and provide you with assistance. Please follow up with your email case should you have any further questions.

I apologize for the experience this has caused and appreciate you for the thorough feedback about this situation.