Premium charged 9.99 for 90 day “free” trial

[Fbpm]

Hey all! 
I was recently offered a 90 day trial on my app. Decided to go for it because why not? It’s free. I was then immediately charged 9.99. Spoke to an agent and a refund cannot be arranged from their side. Stated that it was

for new users only, why offer it then? 
Has anyone else experienced this?

Moderator Edit: Clarified subject

[CollinM]

It's known bug in their code that a trail can be displayed when you're not eligible for it. Users only find out that they're not when they want to try the trail and are charged immediately. For some reason their code doesn't catch this and doesn't warn the user beforehand.

[Itsmev]

Hi! The same happened to me 10 min ago, although, I was charged not 9.99, but 79.99 euros for a free 3 month premium trial. I can't believe that company like Fitbit could be such a scam. 

[YojanaFitbit]

Hi there, @Fbpm. Welcome to the Community Forums. @Itsmev Nice to see you again. @CollinM Thanks for jumping in. We‘re taking your comments and sentiments in regards to our products and services into consideration.

@Fbpm I've seen you reached out to our Support Team after posting here. I've requested to our team to review your case, they will be getting back to you shortly.

@Itsmev The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

We hope your issue is solved soon. 

See you around. 

[CollinM]

@YojanaFitbit Why are you only taking my remark into consideration? It's a bug in your system that has caused users to be angry at Fitbit for years. Why not prevent all these angry users and fix this issue? Or at the very least refund them?

[Fbpm]

I just received an email from them asking for my. iTunes receipt. It took me having to comment on a forum publicly to even consider refunding me. When I spoke to customer service (on the day of my original post) they say that there is no way that a refund could be arranged. We’ll see what happens now. 

That’s ridiculous. I hope you get your refund back. 80 euros is a hell of a lot of money! 
If this a known bug the least they can do is fix or inform customers that this is an issue. 

Moderator Edit: Formatting

[YojanaFitbit]

@CollinM and @Fbpm Thank you for getting back me.

As mentioned before, we're working on solving this issue since it's been escalated to our team. If you have any other questions about this process, please keep communication open with our team. They will check all details on your case to confirm what happened with each user reporting this situation. Thank you for your understanding.

See you around the forums.

[Thrillisgone]

I Was going to join premium but I think I’ll wait until I’m sure they’ve got the problem fixed

[Adieos]

Hi - this problem has happened me today. Had the offer for 3 months free premium, clicked on it, the offer came up and I could choose whether to pay annually or monthly after the free trial ended, it even had it written underneath the price saying something like “€0 till 4 Nov”. All went through then I see I got charged €8.99! I’ve tried contacting Customer Support but the links lead to pages that don’t load. 

[Alyseo]

As of August 2022,  this has not been fixed, and wonder how much money Fitbit has racked up in the interim?

[Runner83]

The same thing happened to me today, your app is offering the 90 day trial to everyone and then charging when we activate it. After checking on here, I see this has been happening since at least 2020 and you haven’t fixed it yet. This is not only a poor practice but illegal, if you advertise one price (90 day free) and then charge another, that’s not on. The same goes for making the trial available to everyone to then charge non elegible customers as you claim it’s happening, that would be at the very least false advertising.

while I’ve been using Fitbit for years, I had your first bracelet, I don’t think I will stay with your brand once my versa 3 starts malfunctioning. I suspect I won’t be the only one doing this. You might want to carefully consider the long term consequences of your money grabbing/poor coding practices. 

[Fitsybitsy1]

The fact thst they need your credit card for a free trial shows intention to scam.