Subscription to Premium auto-renewed

[HankFi]

I didn't realize that I had a premium subscription until I noticed a $83.19 charge on my credit card from less than two weeks ago.  I contacted support to cancel the premium subscription and have them refund the charge since I didn't authorize it.  Support refused to refund.  They cancelled premium, and said I would have it for the next year, but would not refund the charge.  This is extremely poor business.  There are a lot of options out there now other than Fitbit ripoff.

Moderator Edit: Clarified subject 

[7JOz]

I am very frustrated with the auto renewal subscription feature and Fitbits unwillingness to rebate what I will not be using. Ultimately this is on me for not monitoring closely but I still feel tripped off by a company I otherwise really respect. 

Moderator Edit: Clarified subject

[Odyssey13]

Hi @7JOz  did you cancel it? I know it's hard to keep up with auto subscriptions, but it's our job to do it, not the company. My friend has several streaming sites that are auto-pay monthly and it can add up over time. Sorry this happened to you.

[Dgraupman01]

Same here. I "signed up" for a 6-month trial with autorenew when I bought a new Charge 5 in May 2022. I went and looked at the order process again and you literally have to click thru to see this. It actually looks like you would have to "add it" but when you don't add it then it happens anyway. It's BS. Never buying another fitbit again after over 10 years using one. 

[Dgraupman01]

The order process is shady. It signs you up for it when you order a new device. You are forced to opt out. The only way you know you're signing up for it - and subsequently required to cancel it - is the go look for more details. Even better for me is the paypal account I used to buy the device isn't my normal email so I didn't even get the autorenew emails. They went to my wife. And they flatly refuse to refund the $30 for the last 3 months. I've never even used the Premium service nor do I care to. 

[Heather-S]

@HankFi Yes, I believe that is their policy. It is unfortunate. My personal opinion is that if you catch the charge in a timely manner and request a refund, they should honor it and refund you.

[HunterJen]

Same thing happened to me. I called and was told my refund was going to be processed and it wasn't. Checked in on it and I was told that they do not give refunds on premium subscription. 

[EstuardoFitbit]

Hi everyone, and welcome to the new members of this great community.

Unfortunately, Fitbit can't offer refunds for Premium subscriptions at this time. I understand this might be frustrating, but it's our policy.

Fitbit is committed to providing you with the best possible experience with Premium, and I believe that the features and benefits it provides are worth the investment. You can learn more about Fitbit Premium by clicking here.

[Lmchappell]

If Fitbit really wanted us to get our best experience (Premium) then they need to give us our open challenges back. They are going to lose a lot of customers (if they even care) if they don’t.

[HankFi]

This has gone way beyond a refund. Fitbit is not sticking to the Terms of
Service.
Fitbit says they will notify you before the charge with the amount of the
charge. This is repeatedly not being done.

[ann85022]

Why would anyone pay for premium after you cancelled challenges?  I am wearing my third and final Fitbit.  You should refund premium given the drastic elimination of challenges.  Also, please make it easier to cancel premium.  Making people jump through hoops in order to cancel premium is not cool.  

[Squeeze96]

How is this fair when the reason I had Premium was for the very things you took away? I have no use for Premium now, but I'm out all that money and now I need to find some other place and possibly pay more money to challenge or cooperatively obtain a goal with my friends? Who came up with your change management plan? It is extremely poor. 

[Rcole23]

"Unfortunately, Fitbit can't offer refunds for Premium subscriptions at this time. I understand this might be frustrating, but it's our policy."

Well then put me in touch with someone who can change your policy.  Its yours to control.  Help your customers.  A policy which enforces unmoral behavior will effect you more than being honest.

[Rajuks]

It's not a good idea to debit on the free trial period which made me afraid of the product being a new Sense 2 user.

[EstuardoFitbit]

Hello everyone, I'd like to extend a warm welcome to our new members.

I truly appreciate all the comments and feedback that you have shared with us. Your input is very valuable, and it helps us to continuously improve the service that Fitbit offer to all of our users. If you'd like you can take a moment to review our policy.

I understand that some of you may still have questions or concerns. I recommend reaching out to your cellphone App Store to explore your options with them. 

[trixygirl49]

I am having the same issue, was given a free trial of Premium, then no notice of renewal, just an email that they charged me.  I called 2 hours after the email and was told no refund.  I am fighting this and will go out to open forums to gather all possible ways to fight them.  This is not how to treat a customer who is on their 4th product and over a 10 year customer.  

Moderator edit: Word choice 

[backtowork]

You need to change your policy then. My 1 year free subscription auto-renewed and I wasn't able to cancel it myself. All the instructions on here didn't work and I was advised to contact a Fitbit rep. Then I'm told I can't cancel it after it auto-renewed 2 days prior! Unacceptable. I'm also told that future auto-renewals are cancelled, even though I cannot check that on my account either. I should not have to enter my credit card info to activate a free trial. You should also send out a notification that the trial is coming up for renewal if you're so sticky on cancellation and refunds. I never agreed to an autorenewal.  

[TrishDB]

I had no notification I was going to be charged for a yearly subscription... I would NEVER agree to a year subscription for something I may use or not.  They only way I noticed is when I checked on a card I have that I keep at a zero balance... I was looking for something else on the card and seen the charge... I was told by fitbit I had to have google play cancel it... they told me last week it was cancelled and I would be refunded... checked today and no refund so I contacted them again... a new person told me NO REFUND that I had to contact fitbit.  In today's technology there is NO reason a subscription cannot be refunded when you see that a person was just charged and has not even logged in or used the fitbit... terrible TERRIBLE customer service and I will be disputing the charge on my credit card

[Rajuks]

No credit for freetrail

[EstuardoFitbit]

Hello everyone, I hope you're doing well!

Thank you for taking the time to share your experience with us.

I would like to inform you that Fitbit may not always be the provider of the subscription. It is possible that you may have been charged by your phone's app store, depending on the platform you use to manage all your other subscriptions (iOS or Android).

In this situation, I suggest contacting your app store's customer service to explore the options they can provide for you.