Fitbit Premium subscription got renewed automatically

[LifeonSmithLake]

I just learned 5 days late that Fitbit has charged my credit card for a Fitbit Premium renewal that I did not authorize.  As part of the Fitbit Ionic recall program Fitbit provided 1 year of free Fitbit Premium (which I never used any services). The caveat was, I’m told now that it was a 2 year agreement in which I would be charged $79.99 for the 2nd year. That took place 5 days ago on 7March2023. I was notified apparently by email and my Gmail account was down until today 12March2023. Finding this charge took place today, I called Fitbit to learn that I could cancel the membership, but the $79.99 charge could not be refunded. This is for something that I used no features or benefit over the 5 day period. No grace, no anything. Fitbit keeps the $79.99, I have nothing and the supervisor Edison said, “Sorry, there is nothing I can do.” I’ll check with my credit card company tomorrow and maybe they can do something. But it seems to me that Fitbit stole $79.99 from me.

Moderator Edit: Clarified subject and updated label

[LizzyFitbit]

Hi there, @LifeonSmithLake.

Thanks for the detailed information, and the time taken while contacting our Support team. I apologize for this experience and I appreciate your thorough feedback. Given this situation I've requested a new case on your behalf so our team can look into this situation and provide you with more information. Please follow up with your email case should you have any further questions.

[HankFi]

You say to follow up with my email case. I'm not sure what you are
referring to. Please explain.

[LizzyFitbit]

Hi there, @HankFi.

Thanks for getting back and by follow up, I mean to reply back to the email received from the Support team or get in touch with them to receive more information about your case. They have specialized tools and access to all your information, for this reason my best advice is to keep the communication with them.

[HankFi]

I have never gotten an email from them.

[LizzyFitbit]

Hi @HankFi.

Thanks for checking. I noticed you recently contacted our Support team and my best advice is to start a new interaction with them if you want to receive more information about your case. They're available via chat and phone, just click here to get connected with them.

[HankFi]

I tried this and it didn't work and was very frustrating. Especially when
you read where someone has received a refund.

[APieters]

Exact same thing here. As part of the recall I bought a new fitbit Charge. That died on me after four months after swimming with it. Received a replacement in October that stopped syncing after 4 weeks. Have tried all the tips Fitbit provides (over and over again). They then had a 'dedicated team' look into the case 'continuously' for over 5 months, they never provide any update, any solution and refused to replace or refund, you cannot get in touch with anyone who works on it. You just hit a wall. Everytime you contact Customer Support (done this 5-6 times) you get the same empty promise.

Now on top of all of this, having not used the device for 6 months, i get charged 80 EUR for a year of Premium that was useless to begin with, even more so now that i am not using my fitbit anymore since it cannot sync to my expensive premium account. I'll never buy Fitbit again.

[S.Mario]

Same here.

No email reminder received which is disgusting.  And then to see a $129.99 charge for a subscription and then to have chat say it can't be refunded.  It's very poor form from Google.  Fitbit as a standalone company had ethics.

[HankFi]

I didn't want to, but I finally disputed my credit card charge. I got my
money back. 

Moderator Edit: Word choice  

[S.Mario]

I did a chat, which, "apparently" got escalated to their premium department.   I was "supposed" to receive an email, like I was "supposed" tor receive a renewal email.

But again, nothing from Fitbit / Google.

[LizzyFitbit]

Hi there, @HankFi, @APieters and @S.Mario. Thanks for the update.

@APieters and @S.Mario Thanks for the details provided and the time taken while contacting our Support team. I'm sorry for the inconvenience you've experienced. While I don't have access to your case, I've forwarded your posts to our team so they can look into this and provide you with more information. Please keep an eye on your inbox, and reply back to them if you have more questions.

[broncomi1999]

I got the same thing for me. I woke up with a surprise massage from my credit card company that I will be charged from Fitbit. Unfortunately, This free premium package is a useless package for me and 1 year is long enough to forget it. However, I use fitbit application almost everyday, I didn't notice any warning from your side telling me to consider to continue this package or not. How could you make it automatic like this? you should notify the customers in advance give them a chance to make their own decision.

Immediately when I knew about it, I went to Fitbit website to cancel my subscription and contact Fitbit officer but she said that this transaction is not refundable.

Same feeling that Fitbit is going to rob my money.

[Tzenka]

They are scammers, I got charged for premium subscription even though it was cancelled and not even working for me. 

My bad for not checking more precisely the details of those monthly charges.

[LizzyFitbit]

Hi there, @Tzenka. @broncomi1999 Welcome on board.

Thanks for joining this thread and sharing this information. As you may know services, such as Premium subscriptions are not refundable and for this reason it's recommended to cancel your subscription before the renewal date to prevent a recurring charge. You can find more information here.

I'm sorry for inconvenience this caused and I'd suggest contacting your phone's app store to explore your options.

[HankFi]

I would suggest that Fitbit stick to their terms of service. Notify people
before charging them. That's just wrong anyway you look at it.

[David603]

FitBit has linked the premium subscription to an account with a RETURNED IONIC!! I never used the premium service and got no notification about the renewal. Just saw the charge for the renewal on my credit card statement. Called immediately and FitBit cancels the subscription and refused a refund! This is the biggest scam. I have gone two rounds chatting attempting to get a refund for a service FitBit did not provide!! I am disputing the charge with AmericanExpress and have no confidence in FitBit at all. This matter should be resolved easily but FitBit simply says we don't give refunds. Does FitBit understand that you cannot charge a subscription to an account with NO FITBIT DEVICE?!? Worst customer service experience ever!!!

Moderator Edit: Formatting 

[LizzyFitbit]

Hi there, @HankFi and @David603.

Thanks for taking the time to share your feedback. As mentioned before, Fitbit doesn't provide refunds for services such as Premium. I'm sorry for this situation and my best advice is to get in touch with your phone's app or your bank to see what options are available for you.