My experience with the cancellation of Premium

[Dodsey77]

I’ve been trying to cancel my free trial since Jan 24. I’ve sent emails asking for an update - no response; have had 3 “chats” and just get told it’s with the “special” team. I’m absolutely frustrated beyond belief. I feel this is delaying tactics so that I am charged. My trial runs out in 10 days and I’ve tried to cancel with customer support and am just getting nowhere. Every time I’ve been promised an email with an update and have had absolutely nothing. It’s an absolute joke. I’m at the point now where I’m going to have to cancel my credit card. Absolutely furious at this inept company 

Moderator Edit: Clarified subject

[SilviaFitbit]

@Dodsey77 Welcome to the Fitbit Community. Thanks for the detailed information shared. 

I see where your frustration is coming from. Your feedback and comments are appreciated, they help us to continue improving our services offered. Be sure that your comments won't be unnoticed. 

I shared your post with our Support team and they mentioned that your Premium subscription has been cancelled, if you have any additional questions please reply back to the case that was created. 

Have a nice day. 

[Dodsey77]

Only took 23 days, 3 emails from me, 3 chat sessions with emails (apparently)from them, a Twitter conversation (with another email from them), and this post to get a reply and sorted! Thanks! 

[beastlet]

I received an email on February 10th that my Premium trial was almost up and my card was going to be charged in a week.

I immediately clicked on the link in the email to cancel and chatted with someone who told me they were forwarding my request to the "Premium department" and it would be handled.

Today I get a new email that my card was charged for the Premium subscription. I again contacted Fitbit and talked to John who admitted "I do see that you contacted us about it and you were informed that your case will be forwarded to our team as previous advocate who handled your case isn't dedicated to handle Premium inquiry."

He actually canceled the subscription but told me I can't have my $10 back as that is nonrefundable.

What BS is this? Is Fitbit so hard up they have to steal from their customers with such shady tactics? The rep won't help me and now I have to go dispute this charge with my credit card company. I regret buying this device and will be putting it on Craigslist and getting something from a reputable company.

Congratulations Fitbit, over $10 that was your fault, you have lost me as a customer forever.

[beastlet]

At least you got it canceled before they were charged.

I had almost the same experience with the BS about the "special" team, but the "special" team never did anything and I was charged. When I chatted yet again to ask wth was going on, since I had requested the cancellation previously the rep admitted that "I do see that you contacted us about it and you were informed that your case will be forwarded to our team as previous advocate who handled your case isn't dedicated to handle Premium inquiry." but said it was never done because of the "COVID workload." 

As a result I was charged $10 and Fitbit refuses to give my money back because premium subscriptions are nonrefundable, even if you asked for them to be canceled with a week to spare. 

I'm totally disgusted that I'm forced to dispute this with my credit card company. It's sad the Fitbit is so desperate that they have to scam money like this.

[Patrickscanlon1]

I have been charged, was told it was canceled and got the same response: it's with the support team. This is complete and utter nonsense.

[Dodsey77]

I’ve kept the chat logs and emails and if I get charged have already contacted my credit card company to advise them I’ll be disputing. This is a well-renowned worldwide company - I can’t believe they are treating their customers this way. 

[beastlet]

I just got an email from Fitbit that they are crediting the charge. So it seems the line the reps parrot incessantly that Fitbit premium is "nonrefundable" is BS. The email I received from Fitbit is below. Feel free to use it when talking to one of their robots to show that Premium is indeed refundable when Fitibit is the one that screwed up.

^^^^^^^^^^^

We apologize for the delayed response regarding your Fitbit Premium subscription cancellation request. 

We’ll process a refund for your Fitbit Premium subscription. Please allow 7-10 business days for the refund to process and appear in your account. Your monthly subscription had already been cancelled.

If you have any more questions, please let us know.

Sincerely,

Moderator Edit: Word choice 

[beastlet]

"This is a well-renowned worldwide company - I can’t believe they are treating their customers this way."

I can't believe canceling your subscription isn't as easy as signing onto your account and clicking a button. Making you call/chat and beg them to do it is ridiculous and designed to make it difficult so people give up and wind up being charged.

I am so disgusted with Fitbit that I just bought an Apple watch and will be putting this device on the marketplace. They lost me as a customer forever over these tactics. 

[SilviaFitbit]

@Dodsey77 @beastlet @Patrickscanlon1 Hi there. Your feedback and comments are appreciated, we're always striving to improve our services offered. 

Be sure that your comments won't be unnoticed, due to recent events affecting our operations our team will take a bit longer to get back to you. Be sure to chat or call them by visiting this page. 

Your understanding is appreciated, see you around. 

[Marievhool]

Hi Silvia 

Can you please help me out? Having the same problem as the others. Don't able to contact anyone by chat and I want to cancell my subscription after the free trial. 

[beastlet]

Hi Marie-

I recommend you do the chat and have it emailed to you, so if you get charged you will have proof for your credit card company that you tried to cancel in a timely fashion.

Alternatively, most credit card companies will allow you to block a merchant so they can't charge you anything in the future. If you aren't going to be buying more from fitbit you can try that. 

[SilviaFitbit]

@beastlet Thank you for your assistance on the thread. 

@Marievhool Hi there. Thanks for the details mentioned. 

I've shared your post with our Support team and they mentioned, your case has been handled by them, if you have any questions feel free to get back to them. 

Have a nice day. 

[custi]

I've had a similar problem. The app offered me a 3 month free trial to Premium. When I clicked the offer my credit card was charged $10. I immediately cancelled and had a 'chat' with a company representative. I was told that I had a trial last year (which I had forgotten about - my fault) and he did not have a 'refund button' to solve the problem. I feel that since I was offered the trial and that cancelled quickly when I saw the charge, I should be able to get a refund. I hope others do not fall for this.

[SilviaFitbit]

@custi Hi there. Thank you for sharing your experience with Fitbit Premium. 

The 90 day Premium trial is available to anyone new to Fitbit Premium. Fitbit subscriptions are non-refundable, learn more about by checking the Fitbit Warranty. 

Have a good weekend. 

[Abishag]

Be very careful about subscribing to anything with Fitbit. I just got a new Fitbit Charge4 and decided to subscribe to Fitbit Premium.. I thought I was getting the free 3 month trial subscription first to make sure it was actually useful information and I wanted it. I fully intended to subscribe with the monthly payment plan, provided I liked it and found it useful.

Imagine my surprise when I got an emailed notice that I was being billed for the complete $79 instead. I promptly clicked on the link to report a problem so that I could unsubscribe through my Apple account, which is how I subscribed. At least I think that's who I have to unsubscribe with.  But Apple also told me I have to wait 24 to 48 hours for their "decision" on whether I could unsubscribe. This supposed to have been a trial subscription! By definition that means you should be able unsubscribe at any time before the three months. I just subscribed yesterday (10/22/21)

I am furious at both Fitbit and Apple for this. I will never, ever subscribe to anything with Fitbit. This is the second time I've had trouble unsubscribing with them. This happened once before a few years ago. This is no longer a reputable company. Be very wary of subscribing to anything they offer.

[SilviaFitbit]

@Abishag Hi there. 

Thanks for the details mentioned. I appreciate that you contacted Apple for assistance. 

Your feedback and comments are appreciated, this helps us to continue improving our services offered.

Note that the 90 day Fitbit Premium trial is available to anyone new to the service. If this was the first time you subscribed to a trial, please get in touch with our Support team, they'll offer the options available. 

Hope this helps. 

[mmg0305]

Yup, the takeaway here is DO NOT subscribe to anything with Fitbit unless you are absolutely certain you will want it to continue for all eternity.

I too signed up for a 3-month premium trial and now I cannot cancel it. To add insult to injury, I'm getting perky emails thanking me for my payment etc.

[Spudbasher]

Boy I'm glad I read this forum before I considered premium..

I need to do my breathing exercises to counter the stress caused by reading of the dubious business practices of Fitbit..

Just checked my heart rate.. 105..

I'm taking it off. 

[mmg0305]

I did finally get it cancelled but it was so difficult.
that saga started when I bought my charge. I’m now getting what appear to be standard emails sent to everyone offering me a premium trial. Nope, won’t be going down that road again