Offered free trial, but payment taken immediately

[Eyean]

Hi,

Whilst in the app it popped up saying I had 6 months free Premium offer available to me, so thought I'd use it however payment was taken immediately.

Within 15minutes I contacted Fitbit support who sent me to Google, Google then declined and sent me back to Fitbit (which makes sense to me as this appears to be a app bug, not Google's)

Despite explaining the problem multiple times now, I always get told "It's in the terms and conditions", and denied a refund, not once acknowledging that the app told me I had 6 months free to use. It feels like they see a refund request and decline it without actually understanding why the refund is being requested in the first place

[violalady]

I just had this happen also.  I am very disappointed in fitbit

[mkninc]

Same happened to me.

The app shows the offer for 6 month of premium. Then you have to select the subscription type, monthly or yearly. My thought was, that I have to select, how the subscription will continue, if I not cancel it before the 6 month are over. But the subscription fee was immediately charged.
Thats a very disappointing experience.

[EXERCISEFUN]

This just happened to me. The Chat gave me an incoherent "not my problem" kind of answer and sent me to Apple. As did the tel# which gives a recording and the hangs up. In the past customer support here used to be good. What happened? I hope I can get my $80 back, never mind the non-existent 'free trial'.

[memaquay]

I wonder if contacting your credit card provider would garner some results.  I've had good luck with this in the past with another subscription.

[Eyean]

Yeah that was going to be my next step, was hoping to resolve with FitBit directly save a lot of peoples time, but so far they have been unresponsive to my actual query, so you're right, probably do have to go down the chargeback route 😞

[Triletics]

@Eyean I'm curious about something. Can you go to your subscriptions in Google Play (I understand they charged you for a whole year) and check when your Fitbit subscription will end? You will see in the Google Play when you are going to charged again. See whether it is 1 year from now or 1 year + 6 months?

[Eyean]

Hey, it's 12 months only, 

[Triletics]

@Eyean then you got charged normally and didn't get free months. Definitely, sort it out with your credit card (or any other payment provider) if Fitbit refuses to acknowledge they screwed up. Good luck.

[Eyean]

Anyone else managed to get their refund sorted yet? Been waiting over 2 weeks for a reply to my support case i raised...

[Gablin]

My bad I even did not notice that I got charged until today by receiving a mail from Fitbit that I got charged by mistake. They asked me to contact the support by handing in my invoice of the charge 6 purchase and said I get a refund and as a goodie a 1 year premium trial then. So I did as said. Later the support answered that if I want a refund, I need to ask Apple for it and they are resetting my trial to 6 months. So far nothing happened and my Abo still says valid till Nov 12. after that I will be charged again. I wait till tomorrow. Maybe it needs time. But sending out sorry mails, offering goodies, not giving these and expecting me to get a refund by myself from Apple is not what I expect

[Eyean]

Hey all, just to update you all that i have finally received a refund. This was following a case that was raised via Twitter, though did take 2 weeks to get a response, glad its finally been resolved!