My credit card was charged after Premium trial ended

[DarienJim]

Bought a new Fitbit Luxe in June 2021 (they seem the break just after the warranties are up.)  They gave you a "free" Premium trial I never wanted nor ever used.  Today they charged my credit card $9.99 for the first month after the 6-month trial.  I called to reverse charge and the customer support team refused to refund the $9.99.

Completely ridiculous...I buy 2 Fitbit's almost every year (for my wife and me) and have been using for 6 years, but no more....moving to someone else that treats its customers properly.  

Moderator edit: updated subject for clarity. 

[Odyssey13]

From a Moderator: "you need to do the following procedure to cancel your Fitbit Premium subscription: 

1. In the Fitbit app, tap the Today tab  

    > your profile picture.

2. Scroll down and tap Manage Subscriptions. Your active subscriptions open in your phone’s app store.
3. Tap your Fitbit Premium subscription > Cancel Subscription. Note that you won't see this option if you already canceled your subscription. Your subscription expires at the end of your current monthly or yearly subscription term.

Once you're redirected to Google Play please make sure to follow this procedure to cancel the subscription on Google Play. 

Keep in mind that Fitbit subscriptions are non-refundable. However you could always contact Google Play, sometimes they provide refunds. "

[DarienJim]

I already cancelled it today once I saw the credit card charge.  Then I called customer service whom refused to refund the charge,  

[Odyssey13]

Hi @DarienJim  it's not deceptive, but it is how most online subscriptions work these days. Any "free trial" expects a credit card to be on file. It's a way for people to get their service uninterrupted. If the Hulu free trial expired and someone wanted to watch a favorite show, they'd be upset. This way, the service continues unless and until the subscriber requests it to be terminated.

[SunsetRunner]

The ad was for a monthly subscription that I subscribed to not a one year. How is that fair? And now they refuse to give me a refund! 

[AndreaFitbit]

Thanks for getting back to us and for your comments @SunsetRunner.

I noticed that our Support Team is already assisting you and will contact you soon. 

Keep on visiting the forums. 

[DarienJim]

They did and said there was nothing they could do so I ended up eating the fees.

[murphmarl]

I have a similar situation.  I had a fitbit charge2, then a charge4 with premium, the charge 4 broke and the Fitbit premium was auto-renewed.  I was not going to use the charge 4 as it was broke, but this company refused to re-fund the annual premium charge.  It is a disgrace.

Moderator edit: personal information removed. 

[murphmarl]

Yea, this cancels the subscription for the following year with no refund.  Thanks alot Fitbit

[SunsetRunner]

Go to the place you bought this from. For instance if you brought it from the Apple app.store. And explain the situation and ask for a refund. And yes Fitbit premium and the people that run and make up that department are ruining the whole experience w deceit and terrible customer service, again and again.

Sent from my iPhone

[Rich_Laue]

The agreement you signed, when starting the trial mentions that you will need to cancel premium before the trial ends. 

I would contact fitbit. 

[AndreaFitbit]

I'm sorry you had to eat the fees @DarienJim. 

Welcome to our community, @murphmarl. Thank you for letting us know about your experience with your Charge 4 Premium. 

As @Rich_Laue, there's need to cancel Premium before the trial ends or it will be charged. 

I appreciate your comments @SunsetRunner.

[murphmarl]

I was contacted my Anna I from the Fitbit support team and my refund was taken care of.   Thanks all.

[AndreaFitbit]

Thanks for getting back to us and for letting us know that your refund  was taken care of @murphmarl. I´m really happy for that. 

I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Have a nice day. 

[Purplemom]

I have never had a premium trial. But today I was charged what I can only guess is a monthly charge of Aud$14.99. I never authorised this. I hadn’t even been in my app for months. There is no cancel subscription option anywhere that the forum says there should be, nor in my iOS subscriptions services. So how do I cancel this illegal charge.