Premium subscription got renewed

[EastsideDick]

I guess I received a premium subscription after buying a 200 dollar watch.  Somewhere in there I became subscribed to Premium.  I get an automatic renewal and try to stop it the same day. I am told too bad. 80 bucks for stuff I dont understand.  Bull crap.

Moderator Edit: Clarified subject

[Uncajim]

Exact same thing here. It was tacked on when I upgraded after the recall. Just got off a chat with customer support and was told "sorry, you should have noticed that we added it. I recommend that you enjoy the features." But I can't, because the $200 Fitbit I bought doesn't work anymore...3 days outside the warranty. So that's 2 dead Fitbits and a stolen $80.

Never again.

[LizzyFitbit]

Hi there, @EastsideDick. @Uncajim Welcome on board.

Thanks for the details and efforts while contacting our Support team. Let me explain Fitbit Premium subscriptions are non-refundable and for this reason we recommend cancelling a subscription at any time before the renewal date to prevent a recurring charge at the end of your subscription term. You can find more details about this in our Terms for paid services.

I'm sorry for this inconvenience and I appreciate your feedback. At this moment, my best advice is to contact your phone’s app store to request further assistance. Take in mind, you can use Premium even if a Fitbit device isn't available, as this is an additional service linked to your account and not to the device.

[megamuphen]

Try disputing charge with your credit card provider?

[mwood00]

Honestly, this company is deplorable in this right. They should all be ashamed to not even give a notice to people that their premium membership is going to be renewed. I tried to get mine canceled and refunded just 2 HOURS after I got charged, and I was STILL rejected for a refund. Tell me Fitbit, how is this understanding and humane on any level?? I'll wait for an answer that none of your employees will be able to give. Why? Because you know it's wrong!! Shame on this company. It's not the way business should be run, and we all know it.

[PayitFwd]

That is a real problem. I had this issue with another company. In that case I had to purchase a subscription by a certain deadline for a grant. I had to lay out the money and make all my purchases by a specific date in order to be reimbursed. Despite not being ready to use the subscription because I didn't have a website, yet, I was unable to freeze it. The only option was to pay a monthly fee (when I was unemployed) or let the subscription run out over a year. What a waste, and I was so frustrated that the company (Kartra) never gave me a way to make the purchase usable.

This sounds really familiar. When businesses take money that wasn't earned, they lose my trust. Fitbit, please make this right. If you sent no notice, it's wrong to take people's money. If they called the same day to cancel, you should have a way to override what seems to be an automated system and send a refund. That's honest business.

[LizzyFitbit]

Hi there, @megamuphen and @PayitFwd. @mwood00 Welcome to the forums.

I've moved your posts to this thread so we can keep the forums organized. Thanks for taking the time to share your thoughts. Please note Fitbit Premium subscriptions are non-refundable and it's recommended to cancel your membership before the renewal date to prevent any charge. For more details about our policies regarding this service, please click here.

We're sorry for any inconvenience this has caused and appreciate your feedback. We keep working to improve our products, features and services, and comments like yours helps us to make that happen.

[HankFi]

If you do this you have to cancel card, which leads to more headaches.

[DisgruntledOz]

It's fine to recommend cancelling before it renews but there was no notification before it was done. It seems I'm not the only one. Terms of Service: "Before charging you for a Subscription Term, we will notify you of the applicable fees, and the renewal will occur at the price then in effect for the Paid Service." Fitbit is in breach of it's Terms Of Service.
I strongly believe Fitbit has a case to answer here and should be amenable to reimbursing it's customers. 

[HankFi]

Yes, but how can we make them accountable?

[Teresa46]

Same! I can’t even figure out where to cancel! The **ahem** thing has been broke for over6 months. Piece of crap and I had no idea I was about to get charged. They are thieves!

[PamABC123]

My subscription was renewed after the free trial as well. I canceled the subscription and even removed my credit card from Google playstore so that I couldn't be charged, yet they charged me anyway via PayPal.   I will be contacting PayPal today.  This was fraudulent. 

[sosad2]

I'm done with Fitbit.  Same thing happened to me.  I've been with fitbit for over 10 years, but I'm done with them now.  Horrible customer service. 

[DaveW64]

Exact same issue here. They quote 'our policy is not to refund' yet the same policy states I will receive notification when subscription due (I didn't even know I had premium). They have accepted that I didn't receive notification because of system error - but still refuse to reimburse.

Sounds like a deliberate way to build funds to me - if they make a 'co*k up' then surely they should reimburse. Any reputable business would.

5th Fitbit device, always had good experiences. But never again - bordering on fraudulent the way they do this

[DaveW64]

Seems the 'done thing' with Fitbit is to quote your policy and terms of service. It's a pity you dont actually follow your own policy and inform people the subscription is due. Absolute scam

[PamABC123]

It does sound like one is possible.

[PamABC123]

I did cancel AND I removed my credit card yet Fitbit,  through a third party,  charged my PayPal account.  I paid fit my watch through PayPal and I DID NIT authorize any other payments. PayPal is investigating.  Because it's such a small amount must people won't be bothered but I feel my PRIVACY  was been invaded and my finanical account was compromised.  NOT COOL FITBIT. 6 months ago my watch face fell off and you claimed it wasn't water proof,  yet there's an option to track swimming,  now this.   No more! Did Google purchased Fitbit to run it into the ground?

[Teresa46]

Great Idea!

[LizzyFitbit]

Hi everyone, and welcome to our new members.

Thanks for getting back with more information, and I'm sorry for any inconvenience this has caused. Before anything else, let me clarify the Premium subscription is linked to an account and not the device, meaning your subscription will continue being active even if your device isn't connected or syncing. In addition to this, the renewal will be charged to the bank account used when starting the free trial or purchasing a subscription.

As part of our policies, services such as Premium aren't refundable. If you got your subscription through your phone’s app store, please get in touch with them to explore your refund options.

@Teresa46 and @PamABC123 Because you already have a case created, I'd recommend replying back to our Support team in order to receive more information about your case. You can always start a new interaction from the Fitbit app, or by clicking here.

[PamABC123]

I have contacted PayPal and hope this matter will soon be resolved. I didn't give my banking information when signing up for the free trial and the account that I used PayPal to purchase my watch and it was charged for the subscription without my approval.  Again not cool Fitbit.