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Got charged for Premium on old phone

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‎12-21-2023 05:30 - last edited on ‎12-27-2023 11:45 by Fitbit Moderator

‎12-21-2023 05:30 - last edited on ‎12-27-2023 11:45 by Fitbit Moderator

Fitbit continues to charge me for premium services on a phone I no longer use. I was on the phone with "customer service" for a half hour trying to explain that the premium services did not transfer to the new phone and to cancel the subscription. That fell on deaf ears!!! At this point I feel that Fitbit is committing fraud by continuing to charge for a service I am not receiving. I guess my only alternative is to cancel the card they're stealing from. I won't ever recommend Fitbit to ANYONE!!!!

 

Moderator Edit: Clarified subject and updated label

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‎12-27-2023 12:09

‎12-27-2023 12:09

Welcome to the forums, @JanieNorth.

Thanks for the detailed information, and the time taken to contact our Support team. Before anything else, let me explain that services such as Premium are non-refundable. You can find more information in our Terms for paid services.

I'm sorry for this inconvenience and while I understand you aren't using your old phone, may I know if you logged in to the correct account using your new phone? Let me share that the Premium subscription is linked to an account and not a mobile device, meaning that you should be able to unsubscribe from it using any other mobile device. I'd recommend logging out from your account and logging back on your new phone, then try unsubscribing one more time.

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1 REPLY 1

‎12-27-2023 12:09

‎12-27-2023 12:09

Welcome to the forums, @JanieNorth.

Thanks for the detailed information, and the time taken to contact our Support team. Before anything else, let me explain that services such as Premium are non-refundable. You can find more information in our Terms for paid services.

I'm sorry for this inconvenience and while I understand you aren't using your old phone, may I know if you logged in to the correct account using your new phone? Let me share that the Premium subscription is linked to an account and not a mobile device, meaning that you should be able to unsubscribe from it using any other mobile device. I'd recommend logging out from your account and logging back on your new phone, then try unsubscribing one more time.

Best Answer