I was charged but don't have Premium

[SunsetRunner]

I bought a Fitbit charge 5 back in May and decided to use the free trial through the Apple App Store. When it came time for my FREE TRIAL subscription to end I cancelled it. On Wednesday I noticed a charge from FITBIT and then I checked if I had other charges and to my surprise I had another charge back in November. My Apple App Store says the subscription is cancelled and I no longer have Fitbit premium. I did a live chat with FITBIT letting them know and they said if I want a refund to call Apple and get it resolved with them. I called Apple and they said because the charge does not have Apple/Bill they did not charge my card. And that it is actually Fitbit charging my card. So now I have to make a claim with my bank to dispute these charges. This is a waste of time for something that should not even be happening because I cancelled the free trial before it ended. And either company is not helping and blaming it on each other.

Moderator Edit: Clarified subject

[LizzyFitbit]

@SunsetRunner Welcome to the forums.

Thanks for bringing this to my attention, and the time taken while contacting our team, as well as Apple. This is not the expected experience as you shouldn't see any charge after cancelling a subscription. I apologize for this experience and I've forwarded your post to our Support team so they can provide you with assistance. They will send you an email shortly, so please keep an eye on your inbox.

Once again, I appreciate you for sharing this feedback as it'll help us to prevent this type of experience from happening again.

[SunsetRunner]

So when is the support team going to get back to me after I responded to them around 5am this morning? This is outrageous that I have to deal with this at all. 

[LizzyFitbit]

Hi there, @SunsetRunner.

Thanks for getting back with this information. I understand your concern and I appreciate your patience throughout this process. While I don't have access to your case, I'll share your comments so our Support team can get back to you soon. I'd encourage you to keep an open communication with them.

[SunsetRunner]

Hello can you reach out to the support team again? I did not get a response from them after I questioned them yesterday at 6:42pm. All I want is my refund of $20 that had nothing to do with me at all. I cancelled the free trial before it even ended and I just want my refund. 

[Mi55ladybug]

I have the same issue I’m charge and can’t even get anywhere to make sure I’m not charged again

[SunsetRunner]

I did 2 live chats with them and they finally started to give me a solution after they saw this post I made. So I would say make a post on here and explain what happened to you. But for me if they are not going to give me my refund of $20 I’m going to dispute these charges with my bank because these charges had nothing to do with me. I’m just waiting for them to reply and then go from there. 

[LizzyFitbit]

Hi there, @SunsetRunner. @Mi55ladybug Welcome on board.

@SunsetRunner Thanks for keeping me posted. While I understand your concern, take in mind that your case is still under review and our team will reply back to you once they have more information to share. I'm sure they'll continue helping you, so please wait for their response and keep the communication with them.

@Mi55ladybug Thanks for joining this thread and sharing that you've had a similar issue. I went ahead to check your details and it seems you already have a case created. Because our Support team is already handling your case, my best advice is to follow their suggestions and get back to them if you have any questions about their resolution.

[SunsetRunner]

@SunsetRunner, I'd suggest contacting your bank and disputing the charges immediately. Your bank will go after Fitbit to get your money back, and they'll refund you your lost money instantly out of their own pocket.

[SunsetRunner]

Hey replying back to you don’t waste any more time with Fitbit I filed a claim on both charges yesterday and my bank automatically sent me the refund and my claim was resolved earlier today. So just call your bank and dispute the transaction. 

[SunsetRunner]

I made a claim yesterday and the claim was resolved earlier today. Should done that since the beginning instead of dealing with a company that doesn’t want to solve anything. 

[Blpblp]

I was told I would get a refund for the free trial I never received, by PayPal, within 7-10 business days. Today is the 10th day, so I wrote and said it wasn’t there. I got an automated answer that they haven’t heard from me “for a while”-because I gave them the time they said it would take—and now they have closed my case!! Can you believe it?


Moderator Edit: Personal info removed

[SunsetRunner]

oh my goodness I’m convinced they never give refunds if you can maybe try to get your refund through your bank or PayPal. Not sure how PayPal works but I would suggest not even dealing with Fitbit anymore. 

[Blpblp]

I can't even get back to them. Even the survey won't load! I was dealing with an Ann A. directly, but now I just get an automated bouceback.


Moderator Edit: Personal info removed

[Blpblp]

I can’t dispute the bank charges—the refund is coming from FitBit. It’s not in my PayPal account, they aren’t answering me, and I am madder than ever.


Moderator Edit: Personal info removed