Fitbit premium not updating, support unavailable

[vernaculardrago]

My guided plan in fitbit premium is not updating when I do workouts and I cannot access premium support.

Regular support is unhelpful and continually asks for a screenshot from the app to prove the program still says 0 complete. I have provided this and they just ask for information they have already received again or for information included on the screenshot.
No one will address that i cannot access premium support or any web premium features. 
Worst Service Ever. 

[JuanFitbit]

Hi @vernaculardrago , a warm welcome to the Community! 

Thank you for sharing your feedback and for your collaboration with Support . I apologize if you haven't received the proper assistance and features with your Premium subscription. 

I'll be more than glad to help you further. I've contacted Support and they informed me that your case is being reviewed by our specialized  Fitbit Premium Team. You'll be receiving a reply with more information as soon as possible. 

In the meantime, please be aware that the Guided Programs might take 1-2 weeks to be completed, and some workouts should be only done in a specific day in the week. 

I.e. If you started the Get Started program, this will be a 2 week long program. Then you chose to do the workouts on Mon., Wed.. and Fri.. you will not receive any workout fo Tue Sat. and Sun. 

This is expected, as the program specifically was adapted to your personal settings. You cannot skip a resting day to perform the Workout of another one.  

I would recommend you to have a look at this part of the main article regarding Fitbit Premium . 

How do I my progress in a Fitbit Premium  Program?

Please keep me posted. 

[vernaculardrago]

yeah no support did nothing and refused to even admit it was an issue and like you just tried to blame me. I've done things on the right day and sometimes it just doesnt count. even better i restarted the program and things i've done before dont count because i've done the program again but im only offered teh one workout sooooooo. great. excellent product. 

[JuanFitbit]

Hi @vernaculardrago , thank you for your reply and further information. Please take my apologies if you felt that we were blaming you ! Nobody is blaming anyone. We all are trying to get to the cause of the situation. 

Support informed me that they are verifying your case, and that you'll receive further information very soon. Please keep working with them as they can check your case anytime. 

Please let Support know if you experience any change or if the information provided by them didn't help. This will help them to investigate further. 

[vernaculardrago]

You could give me a refund? I've been requesting one because I'm done. But
your support won't do it. They tell me to go to Google who says to go to
you. So you're stealing my money for a defective product.

[JuanFitbit]

Hey @vernaculardrago , thank you for your reply and update. I cannot process your refund as I don't have any access to your personal or account information. As this is an in-app purchase the refund should be processed within the app store you are working with. If you purchased the option through the App Store (iOS) or Google PlayStore (Android) you need to contact the corresponding store. 

I've informed Support so they can review your case, and you'll be receiving an email soon. 

Keep me posted.