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Account e-mail address was changed to someone else's

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‎05-08-2019 14:25 - last edited on ‎05-08-2019 17:07 by Moderator Alum

‎05-08-2019 14:25 - last edited on ‎05-08-2019 17:07 by Moderator Alum

 I received a email less then a week after I bought my watch that someone was attempting to change my email account.   The fraud dept said that if it was not me to email them back.  I did and yet the next day my email was still switched.  I wrote the fraud dept again let them to let them know.  They response said they would get back to me soon.    Today I called customer support, They said the Fraud dept would get back to me in 2 hours.     4 hours later I called back,  my watch had quit syncing  and I was no longer getting alerts. customer service said they could not help me.   I then did a online chat. she was more helpful.  She said my watch was no longer with my account, that is way it was not working.  And that the fraud dept was  very busy and it could  be awhile till they are in touch with me.  but that she would mark it as urgent.    I am very frustrated that I now have a $200 watch that is worthless!!!!!!    Can anyone please  help me?    If I can't get this fixed in the next 24 hours. I am taking it back to  best buy and buying a Samsung watch.  I have been a loyal Fitbit member since 2012.  

PLEASE HELP ME!

Tami

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‎05-08-2019 15:29

‎05-08-2019 15:29

Hi, I brought your problem under the attention of the Moderator Team. Someone of them will contact you very soon. 

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‎05-08-2019 17:12

‎05-08-2019 17:12

Hello @skunny19, welcome to the Community forums. I'm very sorry to see that you've experienced trouble with the account information being changed. And thank you for your help with this @SunsetRunner. 

 

I've gone ahead and sent your information to the Customer Support team for further assistance with this, but was informed that indeed you already have a case created with or that you already got in touch with them. Your case has been escalated appropriately to find a resolution, but please keep in mind that it may take a bit longer than usual to get a reply, since this would be handled by a special department and they need to do some research and review all necessary information to properly assist you with this. 

 

Thank you for taking the time to share your feedback, you should be getting a reply soon. 

Let me know if you have further questions.

Davide | Italian and English Community Moderator, Fitbit


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