Subscribed to Premium but was charged

[Florida456]

Did anyone else experience this? I ws offered a 3 month free trial, which I accepted. 2 weeks later I was charged $9.99!

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

@Florida456 It's nice to see you on the Community. 

Thanks for getting in touch about this. I've shared your post with our Support team and they've mentioned you already have a case with them, please continue the communication through email. 

I'll be around if you have any additional questions. 

[Florida456]

I still have not heard anything other than a confirmation that they got my message. 

[Calizze]

I just started premium today and the statement said I will be getting charged in 1 month. I thought I was getting 90 days free.

[Lowb]

I was instantly charged $86.59 when I signed up.  I thought I was getting 90 days free.

[Florida456]

clearly it is not just me, and I have heard nothing back. This is ridiculously bad customer service. 

[rkash]

I have the same problem! I was suddenly asked/offered a 90-day free trial although it clearly states that it’s only for new Premium users which I wasn’t. And I have a subscription for up until September 2020 yet I can no longer use the Premium features! I already sent an email but no luck in getting any response nor help!

[Florida456]

I had to send repeated messages to finally get a response, and it was not a good response. Apparently I've had premium before so I wasn't eligible--but of course they didn't tell me that! They just billed me. Now they are unwilling to refund.

Honestly, when this thing breaks I think I'm just going to the Apple watch. Customer service is just awful. 

[Florida456]

I would check. I bet you've already been billed for the first month.

[Florida456]

I cannot believe you changed my subject "for clarity!" The problem isn't that I was charged for subscribing to premium, but that I was offered a free trial, clicked a button to "ACCEPT" that free trial, and was charged for that free trial.

[Florida456]

If you are offered the free trial, make sure you have never had premium before at all. If you have, you won't be eligible for the free trial--which would be no big deal if they just told you that. Instead, they don't tell you--they charge your for the subscription.

I had a thread about this, and others had the same experience, but Fitbit re-titled my thread so it is not nearly as clear as it was. In any case,  I can now confirm that even if you catch this mistake and cancel, they won't issue a refund. 

All I did was "accept" a free trial offer, and they charged me $9.99.

Pretty dishonest marketing pitch and poor customer service. Just beware.

[SilviaFitbit]

Hey everyone! Sorry for the delayed reply. 

Thanks for taking the time to share your experience with Premium. 

The free trial for Fitbit Premium is for customers who haven’t previously activated a free trial for Fitbit Premium. Thanks for understanding. 

Please explore the more than 40 free programs we made available to everyone: help.fitbit.com/articles/en_US/Help_article/2437#free 

Our thoughts are with all affected by the virus so far. We're continually looking at other ways we can support those in our community and those in need, and we’ll keep you updated as things evolve.

I'll be around if you have any additional questions. 

[Celestral]

Then don't give continious ads/popups/mails for it for the people who have once activated a free trial! This is a very misleading and dishonest practice!

[SilviaFitbit]

@Celestral Welcome back to the Community. 

Thank you for sharing your feedback, this helps us to continue improving our services offered. Be sure that your comments haven't been unnoticed. 

I'll be around if you have any additional questions.