I was previously a subscriber to Fitstar, on the yearly plan on $39.99. I didn't use it this past year, so I decided that I wanted to discontinue the auto-renewal and avoid paying for the new year [which was re-upping in about a week or so]. I log into the site [which has now become Fitbit Coach] and, low and behold, it shows that I'm a Basic customer with offers for switching to Premium. Great, I apparently did this earlier in the year or something? Either way, it looked like I wouldn't be charged in the future.
Then this week I got a receipt for $39.99. So I call customer service, explain the situation. And apparently the phone staff IS NOT ALLOWED to discuss money issues? Said I had to email customer service instead. Fair enough I guess, did that. I'm told that under no circumstance do they issue refunds [which is never a good sign for a healthy business] and that I had auto-renewal still on. They were kind enough to shut it off for me and told me enjoy the year of Premium because I'm not to be refunded for it. Yet I still log into my account and it only labels me as Basic plan, not Premium. So now Fitbit is forcing me to pay for a service that [a] I took every step to cancel before hand, [b] described as an accident within 3 hours of the transaction and [c] don't even have access to use even though, for the moment, I've paid for it.
This is absolutely unacceptable. I can accept a "no refund" policy when I have the choice to cancel. I was not given that choice due to glitches in the system. That is not on me, that is on Fitbit...I will not pay for your mistakes. There needs to be a common sense answer here, yet no one at Fitbit has been able to solve this.
Moderator edit: Updated subject for clarity
